Senior Manager, Engagement & Retention Marketing

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Introduction:
About us
We are an award-winning, national $18B public offer industry fund focused on the education and community sectors. Working for NGS Super means being part of something bigger and working to make a difference to our members and their financial future.

Our people are key to our success, and as we grow, we’re committed to finding and retaining the right talent to join the journey. As well as a flexible and fun workplace, we offer competitive benefits including additional leave entitlements, personal & professional development and health & wellbeing programs.

Click on the video below to learn more!

The Role
As our Senior Manager, Engagement & Retention Marketing, you’ll lead the development and execution of NGS’s engagement and retention strategies, driving improved member and employer experiences, satisfaction, retention and loyalty.

Reporting to the Head of Marketing & Digital Experience, you will ensure that all activities are data-driven, member-focused, distinctive, effectively executed and aligned with the Fund’s objectives to enhance member and employer satisfaction, retention, and loyalty. This includes leveraging insights to improve member engagement and creating tailored strategies to address retention challenges, particularly for high-risk and high-value segments.

This is a leadership role where you'll work across Marketing, Digital, Growth, Product, Advice and Service Delivery to shape how we engage members at every stage of their lifecycle. You'll also play a key role in building a performance-driven marketing culture, using insights, reporting and experimentation to continually improve outcomes and accelerate growth.

What you’ll do
Reporting to the Head of Marketing & Digital Experience, you'll:

• Develop and execute member engagement and retention strategies that improve activation, participation, satisfaction, loyalty and retention
• Lead the design and delivery of onboarding, lifecycle and targeted communication programs tailored to different member and employer segments
• Create personalised engagement strategies for key audiences, including younger members and those approaching retirement
• Use customer insights, research and performance data to continuously optimise engagement initiatives and improve member outcomes
• Drive the effective use of marketing technology, automation and data to deliver more relevant and personalised experiences at scale
• Partner with stakeholders across the Fund to develop impactful campaigns, content and experiences that support strategic priorities
• Lead the development of compelling communications that strengthen member and employer connections with NGS
• Build and monitor performance reporting dashboards, using insights to identify opportunities and drive continuous improvement
• Manage agency and external partner relationships to ensure high-quality, efficient and commercially effective outcomes
• Contribute to marketing planning and budget management, ensuring resources are focused on activities that deliver the greatest impact
• Foster a high-performing, collaborative and accountable team culture that embraces innovation, creativity and continuous improvement.

About you
We are looking for someone who brings fresh experience and thinking to superannuation, to not just help us on our growth journey, but ultimately to drive significant category impact. Someone who has worked in superannuation (industry or retail). Alternatively, the right candidate may come from wealth management, financial services or a related sector, adept in digital and data-driven marketing.

A passion for understanding people and behaviour is essential. You need to be able to walk in our members shoes, to live and breathe like them and to bring that vision and understanding to the wider organisation.

You will espouse member first in everything you do. More importantly you will have a passion for data, creativity and innovative thinking, using this to effectively connect our brand with your key customers – our members and employers.

You'll bring:

• Extensive experience leading engagement, lifecycle, CRM or retention marketing programs within financial services, superannuation or other customer-centric industries
• A strong understanding of customer lifecycle marketing, segmentation and personalised communications
• Demonstrated experience leading high-performing marketing teams across data, communications, content, automation and customer experience
• Strong commercial acumen with the ability to translate insights into measurable business outcomes
• Expertise in marketing technology, customer journeys and marketing automation platforms such as Adobe Journey Optimiser or similar solutions
• A data-driven mindset with experience using analytics and reporting to optimise performance and guide decision making
• Experience managing agency partnerships and influencing outcomes across complex stakeholder groups
• Proven ability to manage budgets, prioritise resources and deliver initiatives that maximise return on investment
• The resilience and adaptability to lead through change while maintaining focus on outcomes.

We are a super fund with an exceptional work culture, providing a diverse offering in developing our people and you can be a part of it while earning an attractive remuneration package!

Interested and suitably qualified candidates should submit a copy of their updated CV.

Please note that to be eligible for this role, you are required to have permanent Australian working rights and residency.

We are an equal opportunity employer committed to creating a workplace that values diversity, equity, and respect for all individuals.