Job Description
Full job description
At IAG,wereready for you.We'rethe largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting theirambitionsand making insurance accessible.
The Executive Manager, Customer Engagement& Retention plays a pivotal role in shaping how customers experience and stay connected with IAGs Retail Insurance brands. You will lead the development and execution of customer centric engagement and retention strategies across the full customer lifecycle, strengthening loyalty while reinforcing our positioning as A Help Company . Partnering closely with teams across marketing, digital, data, product,claimsand servicing, you will design personalised, omni channel communications that deliver meaningful value at every touchpoint. This is a senior leadership role for a customer obsessed marketer who can translate insight into action and drive measurable commercial outcomes.
This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney),Naarm(Melbourne) or Meanjin (Brisbane).
What You'll Do
Shape and continually evolve the customer value proposition, embedding it across all customer communications and journeys.
Lead integrated, lifecyclebased marketing and education initiatives to drive engagement and retention.
Segment the customer base to design relevant programs, offers and communications tailored to the needs of distinct cohorts.
Design and deploy personalised, datadriven communications at scale, leveraging martech and triggerbased treatments across channels.
Lead marketing automation, digital engagement optimisation and communications transformation initiatives.
Establish and optimise customer contact and CRM strategies to deliver timely, relevant interactions.
Drive crosssell and portfolio growth through targeted, insightled engagement programs.
Provide executive leadership, building strong partnerships and developing a highperforming team.
What You'll Bring
Extensive experience leading customer engagement or customer marketing for large, complex brands.
Proven experience leveraging martech platforms to deliver personalised customer experiences at scale.
Proven ability to design and deliver personalised, omnichannel customer programs that drive retention and growth.
Strong analytical capability with experience translating customer data into actionable strategies and outcomes.
Customerobsessed mindset with a track record of improving engagement, advocacy and satisfaction.
Resultsdriven, with experience managing metrics such as retention, NPS and share of wallet.
Strong leadership capability to build inclusive, highperformance teams, develop talent, and lead through complexity via effective crossfunctional collaboration and risk management.
What We Offer
Boosted superannuation with 13% as standard.
20 days annual leave + 5 days MyLeave (extra leave for whats important to you).
Work from home and many more flexibility options with myFlex.
Up to 50% off personal insurance, including home and motor insurance.
Partner discounts on private health insurance, tech& appliances, and many more.
Industry-leading 20 weeks paid parental leave.
Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
employmenttype eligibility criteria apply
Applications close: Wednesday 8 April 2026 11:59PM AEDT
Adjustments and Support
If you require any support or adjustments toparticipateequitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation.
More About Us
As part of IAGyou'llenjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.Thatsnot just words.Itsour people promise.We'reready for you with unexpected opportunities for your career, your work-lifeand your ability to make a difference. We celebrate all viewpoints shaped by life experiences andculture, andare guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.
At IAG,wereready for you.We'rethe largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting theirambitionsand making insurance accessible.
The Executive Manager, Customer Engagement& Retention plays a pivotal role in shaping how customers experience and stay connected with IAGs Retail Insurance brands. You will lead the development and execution of customer centric engagement and retention strategies across the full customer lifecycle, strengthening loyalty while reinforcing our positioning as A Help Company . Partnering closely with teams across marketing, digital, data, product,claimsand servicing, you will design personalised, omni channel communications that deliver meaningful value at every touchpoint. This is a senior leadership role for a customer obsessed marketer who can translate insight into action and drive measurable commercial outcomes.
This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney),Naarm(Melbourne) or Meanjin (Brisbane).
What You'll Do
Shape and continually evolve the customer value proposition, embedding it across all customer communications and journeys.
Lead integrated, lifecyclebased marketing and education initiatives to drive engagement and retention.
Segment the customer base to design relevant programs, offers and communications tailored to the needs of distinct cohorts.
Design and deploy personalised, datadriven communications at scale, leveraging martech and triggerbased treatments across channels.
Lead marketing automation, digital engagement optimisation and communications transformation initiatives.
Establish and optimise customer contact and CRM strategies to deliver timely, relevant interactions.
Drive crosssell and portfolio growth through targeted, insightled engagement programs.
Provide executive leadership, building strong partnerships and developing a highperforming team.
What You'll Bring
Extensive experience leading customer engagement or customer marketing for large, complex brands.
Proven experience leveraging martech platforms to deliver personalised customer experiences at scale.
Proven ability to design and deliver personalised, omnichannel customer programs that drive retention and growth.
Strong analytical capability with experience translating customer data into actionable strategies and outcomes.
Customerobsessed mindset with a track record of improving engagement, advocacy and satisfaction.
Resultsdriven, with experience managing metrics such as retention, NPS and share of wallet.
Strong leadership capability to build inclusive, highperformance teams, develop talent, and lead through complexity via effective crossfunctional collaboration and risk management.
What We Offer
Boosted superannuation with 13% as standard.
20 days annual leave + 5 days MyLeave (extra leave for whats important to you).
Work from home and many more flexibility options with myFlex.
Up to 50% off personal insurance, including home and motor insurance.
Partner discounts on private health insurance, tech& appliances, and many more.
Industry-leading 20 weeks paid parental leave.
Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
employmenttype eligibility criteria apply
Applications close: Wednesday 8 April 2026 11:59PM AEDT
Adjustments and Support
If you require any support or adjustments toparticipateequitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation.
More About Us
As part of IAGyou'llenjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.Thatsnot just words.Itsour people promise.We'reready for you with unexpected opportunities for your career, your work-lifeand your ability to make a difference. We celebrate all viewpoints shaped by life experiences andculture, andare guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.
💡 Quick Summary
Seeking a career-building opportunity? The Executive Manager, Customer Retention & Engagement position is now open for candidates interested in the Insurance sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Insurance is a plus.
