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About the Role

This high-impact role involves defining and leading the member growth and lifecycle strategy for the Master Trust business. The goal is to create personalized experiences that support members through their super and retirement journey, leveraging customer insights, data, martech, and automation to drive engagement, improve retention, and deliver business outcomes. This position is key to transforming member connections and helping Australians achieve better retirement outcomes.

Responsibilities

Define and lead the member lifecycle strategy, roadmap, and audience framework.
Own lifecycle governance, prioritization, and investment decisions across the member portfolio.
Develop audience strategies, personalization frameworks, and next-best-action approaches.
Design lifecycle journeys across onboarding, growth, retention, and retirement transitions.
Partner with Data teams to enhance segmentation, targeting, and measurable business outcomes.
Collaborate with Digital, Automation, and MarTech teams to deliver personalized member experiences.
Lead and develop specialist managers, building capability across lifecycle marketing and optimization.
Build strong partnerships across Product, Advice, Digital, Data, Risk, and Compliance teams.
Establish scalable frameworks for journey design, content, experimentation, and continuous improvement.
Develop business cases and communicate performance insights to senior stakeholders.

Requirements

Extensive experience in lifecycle, CRM, growth, or customer strategy within financial services.
Strong understanding of member, customer, and lifecycle marketing in data-rich environments.
Experience developing multi-year roadmaps and omni-channel journeys.
Expertise in segmentation, personalization, journey orchestration, and experimentation.
Strong knowledge of marketing automation, customer data, and martech platforms.
Commercial acumen with the ability to link marketing activity to growth and retention outcomes.
Experience using data and insights to drive strategy and optimization.
Strong leadership skills with experience developing high-performing teams.
Ability to balance strategic thinking and execution in a regulated environment.
Strong stakeholder management skills with the ability to influence across the business.
A proactive, customer-focused mindset with a passion for innovation and continuous improvement.
Must provide evidence of eligibility to work in Australia.
Must undertake police and basic credit checks as a condition of employment.

Skills

Lifecycle marketing
CRM
Growth strategy
Customer strategy
Financial services marketing
Segmentation
Personalization
Journey orchestration
Experimentation
Marketing automation
Customer data platforms
Martech platforms
Data analysis
Stakeholder management
Leadership
Strategic thinking
Execution
Innovation
Continuous improvement

Location

Sydney

Work Type

Permanent
Full-time

About the Company

Insignia Financial is committed to transforming how members engage with their super and retirement journey and driving member growth through personalization and innovation.

Equal Opportunity

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.