Want to see retention strategy turn into real results on the front line? This leading not-for-profit health fund has a transparent 2030 Retention Strategy and needs a Manager, Retention to bring it to life.

About the role

Reporting to the Head of Retention Strategy, you'll lead operational delivery of retention initiatives across customer channels. You'll partner with Contact Centre, Marketing, Digital, Member Experience and Data Science to turn retention insights into practical roadmaps, embed them into BAU and deliver measurable uplift.

Key responsibilities
Owning delivery of retention initiatives end to end: scoping, briefing, setting KPIs, rollout, monitoring and post-implementation review
Working with stakeholders to embed retention activity into everyday processes and secure the resources to deliver
Supporting the training and enablement of frontline teams, and capturing their feedback to improve what's delivered
Responding to churn trends and market events, such as premium rate rises
Partnering with Marketing on member relationship management and engagement initiatives
Tracking performance against KPIs,



reporting into governance and making data-led recommendations for annual planning

About you
Experience delivering operational initiatives in a contact centre, customer operations or similar workplace
Background in customer relationship management, customer value or customer engagement
Strong understanding of frontline operations and customer interaction channels
Ability to translate strategy and data insights into practical, executable actions
Data literate and comfortable with performance metrics and working alongside analytics teams
Strong stakeholder management and cross-functional delivery skills
A strategic and commercial mindset, with a continuous improvement focus
Excellent communication skills, particularly in turning insights into actions for operational teams

What's on offer
$150,000 + super
Hybrid working from Parramatta or the Sydney CBD
A purpose-led, member-owned organisation with a transparent long-term strategy
A visible role with real impact across the member experience
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📌 Manager, Retention Sydney
🏢 Tenacity CX
📍 Sydney