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Position description:  PD - Customer Retention Manager.pdf

Closing date: Wednesday, 8th May 2024

In Retail Banking our customers are at the forefront of everything we do, and our promise is to help customers improve their financial wellbeing and as Customer Retention Manager within the National Sales Enablement Team you will do this by fulfilling our purpose to build and maintain relationships with people who choose to deal with us one to one.

The Specialised Sales team are responsible for the management and delivery of specialised retention campaigns to the customer base. The high-capability team will drive outcomes through targeted holistic conversations aiming to deepen and retain customer relationships.

The Customer Retention Manager plays a pivotal role in preserving and enhancing customer relationships within the business. With a primary focus on customer retention, you will be tasked with leading a dynamic team to implement strategic initiatives that minimise churn, foster customer loyalty, and drive revenue growth. By leveraging financial industry expertise, data analytics, and effective leadership, you will ensure that the bank maintains a strong customer base while navigating regulatory compliance.

You will have a customer-centric approach, strategic thinking, and collaborative engagement with cross-functional teams to achieve overarching organisational goals. Including lending growth, meeting our customers financial service needs, expanding customer product holdings, and delivering exceptional service in each interaction.

Reporting to the National Manager, Sales Enablement, the Customer Retention Manager will lead a team consisting of Home Lending Specialists and Pricing Discretion Officers to support the broader consumer division needs.

As Customer Retention Manager you will have:

• Solid understanding of financial products, services, and industry regulations
• Understanding and ability to foster a culture of high performance.
• In-depth knowledge of customer management practices to effectively manage customer interactions.
• Proficiency in analysing customer data to derive insights and inform retention strategies
• Sound knowledge of consumer markets
• Proven sales skills in the finance industry (or relevant)
• Ability to cultivate strategic relationships for the benefit of your team and the business.
• Attract, coach, develop and retain talented individuals, creating a sales culture that enables your team to realise their highest potential.
• Experience in leading individuals in a virtual, remote environment.
• High level of understanding of lending products, policies and regulations
• Experience within Customer Retention would be advantageous.
• Experience within Contact Centre environment would be advantageous
• FSRA Tier 2 accreditation – Deposit Taking and Non-Cash Payment Facilities and General Insurance preferable

This is a Permanent Full time position where we offer flexible work options that put our people first, and a hybrid model of a minimum two days in a local Head Office per week.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

About Bendigo Bank

With over 7,000 employees, we are Australian’s most trusted retail bank, our purpose is – ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance, and flexibility

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
• We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank!

Still in two minds?  

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.