Verified Job
Work from home
Customer Retention Lead
Work from home
#687411
Remote / WFH
Job Description
Full job description
Company Description
About Us
TABtouch is taking customer experience to the next level – easy, safe and thrilling.
You’ll work with leading technology to solve complex customer problems in a fast‑paced, regulated environment. We foster a collaborative culture that values innovation, accountability and continuous improvement.
Our business is unique, offering work that is interesting, challenging and diverse. Your impact will be felt across digital and retail wagering channels, shaping how we engage, reward and retain our customers across the TAB and TABtouch ecosystem.
Job Description
About the Role
As Customer Retention Lead, you’ll be responsible for delivering the customer engagement and retention strategy through data‑led profiling, segmentation and campaign execution.
Working closely with the Customer Engagement Manager, this role focuses on planning and coordinating customer communications, optimising CRM campaigns and ensuring disciplined management of the generosities budget. You’ll lead campaign scheduling, targeting, automation and reporting while maintaining strong data integrity across the customer database.
The role operates within a strong regulatory framework and requires careful consideration of Responsible Wagering principles and compliance obligations across all customer engagement activity.
Key Accountabilities
Customer Engagement & Retention
Deliver data‑led customer retention activity in partnership with the Customer Engagement Manager
Lead customer profiling and segmentation to optimise retention outcomes and generosities spend
Provide insights and recommendations on customer trends and competitor activity
Identify and drive improvements to customer communications through automation, technology and targeting
Campaign Delivery & Optimisation
Plan, coordinate and execute direct communications aligned to customer lifecycle and wagering priorities
Define and monitor campaign success measures, reporting on performance and outcomes
Optimise campaign effectiveness through collaboration with internal stakeholders and continuous improvement
Improve campaign design through audience definition, testing and performance analysis
Lead the development and adoption of automated campaign capability within the Microsoft Dynamics environment
Technology & Data Governance
Maintain CRM platforms, ensuring data integrity, governance and customer contactability
Review and enhance customer management processes to improve automation and effectiveness
Act as a subject matter expert in CRM system enhancements and capability uplift
Risk, Compliance & Financial Management
Ensure all CRM activity complies with brand standards, Responsible Wagering and regulatory requirements
Execute campaigns within approved budgets and cost centre controls
Ensure excluded customers are appropriately removed from all customer communications
Qualifications
About You
Experience in customer engagement, retention, CRM or lifecycle marketing roles, ideally within wagering, gaming, retail or regulated industries
Strong capability in customer segmentation, campaign execution and performance optimisation
Demonstrated experience managing CRM campaign schedules, targeting and reporting
Strong analytical skills, with the ability to translate customer data into actionable insights
Experience working with Microsoft Dynamics or similar CRM platforms
Sound understanding of Responsible Wagering, regulatory compliance and customer data governance
Ability to manage multiple stakeholders and priorities in a fast‑paced environment
Confident communicator with a collaborative, customer‑first mindset
Additional Information
At RWWA, you will join a purpose-driven organisation that actively reinvests in WA’s racing industry, community initiatives, animal welfare, and regional programs. You will be part of a team that values integrity, collaboration and excellence in everything we do
We offer:
Flexibility that works for you – hybrid work arrangements that balance the benefits of working from home with connection to our modern office and on-site team culture.
Investment in your growth – access to dedicated learning budgets, career development support and opportunities to strengthen your professional capability.
A modern, people-first workplace – state of the art facilities, wellness spaces, free parking, secure end of trip amenities and a workplace designed to support wellbeing and productivity.
Recognition that matters – competitive remuneration, employee benefits, and meaningful reward programs aligned to our RACE values: Respect, Accountability, Connection and Excellence.
Wellbeing and support – access to mental health initiatives, tailored wellness programs, and a paid Wellness Day each year.
Community impact – the opportunity to work for an organisation that reinvests millions into WA’s racing industry, local communities and regional programs, helping to create sustainable industry and community outcomes.
Ready to apply?
Apply now with your CV and cover letter telling us why you’re the perfect fit for this opportunity.
For more information visit Careers at RWWA or contact us at TalentAcquisition@rwwa.com.au
As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.
Please note this role is only open to applicants that hold Australian Working Rights and we do not offer Work Sponsorship Visa's.
Additional benefits
Hybrid and flexible work arrangements
Personal learning and development budget
17.5% loading on annual leave
Health and wellness initiatives to support you inside and out
Access to discounts at a wide range of retailers
Reward and Recognition Program
At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.
We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.
Company Description
About Us
TABtouch is taking customer experience to the next level – easy, safe and thrilling.
You’ll work with leading technology to solve complex customer problems in a fast‑paced, regulated environment. We foster a collaborative culture that values innovation, accountability and continuous improvement.
Our business is unique, offering work that is interesting, challenging and diverse. Your impact will be felt across digital and retail wagering channels, shaping how we engage, reward and retain our customers across the TAB and TABtouch ecosystem.
Job Description
About the Role
As Customer Retention Lead, you’ll be responsible for delivering the customer engagement and retention strategy through data‑led profiling, segmentation and campaign execution.
Working closely with the Customer Engagement Manager, this role focuses on planning and coordinating customer communications, optimising CRM campaigns and ensuring disciplined management of the generosities budget. You’ll lead campaign scheduling, targeting, automation and reporting while maintaining strong data integrity across the customer database.
The role operates within a strong regulatory framework and requires careful consideration of Responsible Wagering principles and compliance obligations across all customer engagement activity.
Key Accountabilities
Customer Engagement & Retention
Deliver data‑led customer retention activity in partnership with the Customer Engagement Manager
Lead customer profiling and segmentation to optimise retention outcomes and generosities spend
Provide insights and recommendations on customer trends and competitor activity
Identify and drive improvements to customer communications through automation, technology and targeting
Campaign Delivery & Optimisation
Plan, coordinate and execute direct communications aligned to customer lifecycle and wagering priorities
Define and monitor campaign success measures, reporting on performance and outcomes
Optimise campaign effectiveness through collaboration with internal stakeholders and continuous improvement
Improve campaign design through audience definition, testing and performance analysis
Lead the development and adoption of automated campaign capability within the Microsoft Dynamics environment
Technology & Data Governance
Maintain CRM platforms, ensuring data integrity, governance and customer contactability
Review and enhance customer management processes to improve automation and effectiveness
Act as a subject matter expert in CRM system enhancements and capability uplift
Risk, Compliance & Financial Management
Ensure all CRM activity complies with brand standards, Responsible Wagering and regulatory requirements
Execute campaigns within approved budgets and cost centre controls
Ensure excluded customers are appropriately removed from all customer communications
Qualifications
About You
Experience in customer engagement, retention, CRM or lifecycle marketing roles, ideally within wagering, gaming, retail or regulated industries
Strong capability in customer segmentation, campaign execution and performance optimisation
Demonstrated experience managing CRM campaign schedules, targeting and reporting
Strong analytical skills, with the ability to translate customer data into actionable insights
Experience working with Microsoft Dynamics or similar CRM platforms
Sound understanding of Responsible Wagering, regulatory compliance and customer data governance
Ability to manage multiple stakeholders and priorities in a fast‑paced environment
Confident communicator with a collaborative, customer‑first mindset
Additional Information
At RWWA, you will join a purpose-driven organisation that actively reinvests in WA’s racing industry, community initiatives, animal welfare, and regional programs. You will be part of a team that values integrity, collaboration and excellence in everything we do
We offer:
Flexibility that works for you – hybrid work arrangements that balance the benefits of working from home with connection to our modern office and on-site team culture.
Investment in your growth – access to dedicated learning budgets, career development support and opportunities to strengthen your professional capability.
A modern, people-first workplace – state of the art facilities, wellness spaces, free parking, secure end of trip amenities and a workplace designed to support wellbeing and productivity.
Recognition that matters – competitive remuneration, employee benefits, and meaningful reward programs aligned to our RACE values: Respect, Accountability, Connection and Excellence.
Wellbeing and support – access to mental health initiatives, tailored wellness programs, and a paid Wellness Day each year.
Community impact – the opportunity to work for an organisation that reinvests millions into WA’s racing industry, local communities and regional programs, helping to create sustainable industry and community outcomes.
Ready to apply?
Apply now with your CV and cover letter telling us why you’re the perfect fit for this opportunity.
For more information visit Careers at RWWA or contact us at TalentAcquisition@rwwa.com.au
As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.
Please note this role is only open to applicants that hold Australian Working Rights and we do not offer Work Sponsorship Visa's.
Additional benefits
Hybrid and flexible work arrangements
Personal learning and development budget
17.5% loading on annual leave
Health and wellness initiatives to support you inside and out
Access to discounts at a wide range of retailers
Reward and Recognition Program
At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.
We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.
