Description Who We Are At Pepper Money, we’re dedicated to helping people succeed—whether it’s buying a family home, a dream car, developing professionally, or growing their business. We’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand. Over our 26 years, we’ve achieved a lot, but our proudest accomplishment is helping over half a million Australians reach their goals with our ever-expanding lending options. The Role We’re looking for a Customer Retention Strategy Manager to design and deliver a proactive retention strategy that reduces attrition, boosts customer lifetime value, and strengthens Pepper’s competitive edge. You’ll combine commercial acumen, data insights, and customer-centric design to shift us from reactive to predictive engagement. As the function grows, you’ll also build and lead a high-performing retention team. Own the Strategy: Design, deliver, and optimise a retention model aligned to business goals. Drive Engagement: Create retention campaigns, loyalty programs, and offers that keep customers longer. Lead the Team: Build a new retention function, develop capability, and foster a culture of accountability and advocacy. Turn Data into Action: Analyse trends, competitor activity, and customer behaviour to provide clear insights. Influence Change: Identify opportunities, challenge legacy thinking, and present business cases to senior leaders. Manage Risk: Ensure compliance with legislation, quality standards, and governance. About you You’re a strategic thinker who loves rolling up your sleeves. You know what great retention looks like especially in mortgages or financial services and you can influence senior leaders while navigating change. Retention Expertise: Proven success in retention strategies, loyalty programs, or lifecycle initiatives. Leadership Skills: Ability to build and coach high-performing teams. Analytical Mindset: Skilled at interpreting data and presenting commercially sound insights. Strategic Agility: Comfortable moving between big-picture thinking and detailed execution. Influence & Communication: Confident engaging stakeholders and challenging the status quo. Customer Focus: Passion for creating fair, engaging retention experiences for customers. You’ll be stepping into a role that is both highly visible and highly impactful , with the chance to genuinely shape the future of customer retention at Pepper. You’ll influence senior decision‑makers, build a capability from the ground up and join a team who lives our values: Can Do, Balanced and Real. Can Do: We think outside the box and harness the power of teamwork to achieve the extraordinary. Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable. Real: We keep it honest and respect everyone, building genuine connections. Our Benefits At Pepper, we're dedicated to making this a fantastic place to work and supporting you every step of the way. Enjoy a values-driven, diverse environment with a leadership team that inspires success and a culture that rewards excellence. We're always finding new ways to make Pepper a place for everyone: Development: a full suite of development opportunities and a great team to learn from Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet! Referral Bonus: Earn $2000 for referring great people. If this role sounds like it’s for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you. For more information on Pepper visit www.peppermoney.com.au . Pepper is proud of our inclusive and diverse workplace that we have built over the last 21 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values.
