Manager - Customer Retention & Loyalty

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

The Consumer unit is at the heart of Superloop's retail growth, delivering on the promise of superfast, super reliable and super easy connectivity for Australian households. As one of Australia's fastest-growing retail service providers, Superloop is redefining broadband and mobile through compelling products, competitive pricing, digital capability, reliable network performance and customer-focused execution. Our role is to bring together people, products, systems and processes to deliver seamless customer experiences across the entire customer lifecycle - from acquisition and onboarding through to service, retention and growth. The Consumer Business Unit's objective is not simply to grow faster, but to grow better. We focus on attracting quality customers, improving retention, increasing customer lifetime value, delivering great service, practising responsible selling, and creating experiences that make people proud to choose Superloop.

Role Purpose

Join Superloop as a Customer Retention & Loyalty Manager and play a key role in protecting and growing the value of our existing customer base across one of Australia's fastest-growing challenger RSPs. In this role, you will help reduce churn, improve customer tenure, design effective save and loyalty initiatives, and use customer segmentation to identify opportunities to retain, engage and grow the broadband customer base. You will work closely with CVM, Customer Operations, Product, Pricing, Finance, Marketing, Digital and Analytics teams to strengthen customer loyalty, improve retention performance, optimise base value and contribute to the continued growth of Superloop's broadband business.

Key Responsibilities

1. Retention Strategy and Churn Reduction

• Develop and execute broadband retention strategies aimed at reducing voluntary churn and improving customer tenure.

• Identify key churn drivers across price, service experience, competitor activity, product fit, contract status, speed tier, tenure and customer value.

• Design targeted churn prevention initiatives for different customer cohorts and risk segments.

• Work with Customer Operations and Retention teams to improve save conversations, offer effectiveness and customer outcomes.

• Monitor churn performance by cohort, channel, plan, tenure, speed tier, geography and customer segment.

• Develop action plans to reduce avoidable churn and improve the quality of retained customers.

2. Base Segmentation and Customer Insights

• Develop and maintain meaningful customer segmentation frameworks across the broadband customer base.

• Segment customers by value, tenure, product holding, plan type, speed tier, price sensitivity, usage, churn risk, NPS, service experience and engagement behaviour.

• Identify high-risk, high-value, low-engagement and growth-opportunity customer cohorts.

• Use segmentation insights to inform targeted retention, loyalty, pricing, upgrade and save strategies.

• Partner with Analytics and CVM teams to enhance customer data, reporting and predictive indicators.

• Translate customer insights into practical commercial actions that improve retention and base value.

3. Save Offers and Retention Propositions

• Design and manage save offers for customers at risk of leaving Superloop.

• Ensure retention offers are targeted, commercially justified, and aligned with customer value and churn risk.

• Work with Finance and Pricing teams to evaluate discount depth, offer eligibility, payback, gross margin impact and customer lifetime value.

• Develop clear offer guardrails for frontline retention teams to support consistent and responsible decision-making.

• Monitor save offer effectiveness, including acceptance rates, retained revenue, post-save churn and margin impact.

• Continuously refine save propositions based on performance, competitor activity and customer feedback.

4. Loyalty Program Design and Execution

• Design loyalty initiatives that give customers meaningful reasons to stay with Superloop.

• Develop loyalty propositions based on tenure, customer value, product holding, engagement, advocacy and customer behaviour.

• Explore loyalty mechanisms such as tenure-based rewards, speed boosts, service benefits, value-added services, mobile attachment benefits, modem offers, price protection and exclusive customer offers.

• Work with Product, Marketing, CVM, Digital and Finance teams to assess feasibility, customer appeal and commercial return.

• Ensure loyalty programs are simple to understand, easy to execute, and valuable for both customers and the business.

• Track loyalty program performance through retention uplift, churn reduction, customer engagement, offer uptake and financial impact.

5. Retention Journey and Contact Centre Enablement

• Work closely with Customer Operations to improve the retention and cancellation journey.

• Support frontline teams with clear retention playbooks, objection handling guides, offer matrices, eligibility rules and customer messaging.

• Identify friction points in the cancellation, save and downgrade journeys that may impact customer outcomes or retention performance.

• Help improve contact centre retention capability through training, reporting, coaching insights and performance feedback.

• Ensure retention initiatives are operationally practical and easy for frontline teams to execute.

• Partner with Customer Operations to measure save rates, cancellation reasons, agent performance and customer outcomes.

6. Competitor Monitoring and Market Benchmarking

• Maintain regular competitor monitoring across broadband providers in Australia.

• Benchmark competitor pricing, promotional offers, speed tiers, modem offers, cancellation incentives, loyalty programs and win-back propositions.

• Identify market movements that may create churn risks or retention opportunities for Superloop.

• Provide actionable competitor insights to Product, Pricing, CVM, Marketing and Customer Operations teams.

• Recommend tactical responses where competitor activity is likely to impact churn or base value.

7. Analytics, Reporting and Performance Management

• Build and maintain dashboards to track churn, save rates, retention offer performance, base movement, tenure, customer value and segment-level performance.

• Monitor key indicators such as voluntary churn, early-life churn, high-value churn, downgrade behaviour, complaint-led churn and price-rise churn.

• Produce regular reports and insights for senior stakeholders.

• Conduct ad hoc analysis to identify retention risks, customer behaviour patterns and commercial opportunities.

• Measure the effectiveness of retention, loyalty and base management initiatives against agreed KPIs.

8. Stakeholder and Project Management

• Lead cross-functional retention and base management initiatives from concept through to delivery and post-implementation review.

• Align stakeholders around clear objectives, customer segments, commercial rationale, timelines and execution requirements.

• Manage dependencies across CVM, Customer Operations, Product, Pricing, Finance, Marketing, Digital, Analytics and Technology.

• Prepare clear updates, decision papers, business cases and performance reviews for senior stakeholders.

• Ensure retention projects are delivered with pace, discipline, strong governance and measurable business outcomes.
  

Qualifications and Experience

• Bachelor's degree in Marketing, Business Administration, Economics, Commerce, Engineering, Mathematics, Data Analytics or a related field. A master's degree or relevant qualification in commercial management, analytics or customer management will be highly regarded.

• Proven experience in retention, base management, customer segmentation, customer lifecycle management, loyalty, pricing, customer value management or commercial analytics, preferably within broadband, mobile, telecommunications, utilities, subscription services or another recurring revenue business.

• Strong commercial and analytical skills, with the ability to interpret churn trends, customer behaviour, price sensitivity, customer value, retention performance, save offer outcomes and segment-level performance.

• Good understanding of the broadband customer lifecycle, churn drivers, cancellation behaviour, save journeys, downgrade patterns, loyalty mechanics and customer tenure management.

• Experience designing and supporting retention initiatives, save offers, loyalty programs, price-rise mitigation activities, upgrade offers, customer segmentation frameworks and base value optimisation programs.

• Familiarity with CRM platforms, customer data tools, reporting dashboards, campaign platforms, analytics tools and project management systems.

• Strong competitor analysis and market benchmarking capability, with the ability to track competitor pricing, promotional activity, retention offers, loyalty benefits and churn-risk triggers.

• Excellent communication and stakeholder management skills, with the ability to work effectively across CVM, Customer Operations, Product, Pricing, Finance, Marketing, Digital, Analytics and Technology teams.

• Strong project management skills, with the ability to manage multiple retention, loyalty and base management initiatives, dependencies, timelines, risks and stakeholder requirements simultaneously.

• Results-oriented, with a strong focus on churn reduction, save rate improvement, customer tenure, retained revenue, loyalty, base ARPU, margin protection and customer lifetime value.

On Offer

• Free Home Broadband

• Free Mobile SIM plan

• Flexibility – 3 days/week in the office

• Lunch on Wednesdays, snacks, donuts and more!

• Diverse and inclusive culture

• Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.