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The <\/span><\/span>Existing Customer Management Lead<\/span><\/span><\/b><\/b> is responsible for driving growth across WFS through acquisition, cross<\/span><\/span>\u2011<\/span><\/span><\/span>sell, spend optimisation, credit advances, and limit increases. The role leads the development of customer<\/span><\/span>\u2011<\/span><\/span><\/span>level data and insights to strengthen marketing and analytics capabilities and enable targeted, effective customer engagement. It is accountable to deliver a customer<\/span><\/span>\u2011<\/span><\/span><\/span>centric Existing Customer Management capability, integrated across CI&AA, Sales & Distribution, Product, the Credit Risk Office, and Woolworths Retail, with a clear focus on maximising value from the WFS customer base. <\/span><\/span>
<\/p>Key areas of focus include:<\/span><\/span>
<\/p>- Operational Direction<\/span><\/span><\/span><\/span>
<\/li>- <\/span><\/span><\/span><\/span><\/span>Data Analytics<\/span><\/span>
<\/span><\/span><\/li>- Credit Risk<\/span><\/span>
<\/span><\/li>- Project Management<\/span><\/span>
<\/span><\/li>- Partner and Stakeholder Relationships<\/span><\/span>
<\/span><\/li>- People Management<\/span><\/span><\/span>
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KEY RESPONSIBILITIES<\/b><\/span><\/span>
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Operational Delivery<\/span><\/span><\/b>
<\/p>- Deliver growth targets across new business, WW Card sales, credit advances, spend, trade, and credit limit increases in collaboration with key internal stakeholders.<\/span><\/span>
<\/span><\/li>- Set strategic targets for Existing Customer Management initiatives, including acquisition, engagement, and value optimization.<\/span><\/span>
<\/span><\/li>- Own the relationship with external data providers, including model development, data processing, and delivery.<\/span><\/span>
<\/span><\/li>- Oversee and ensure successful delivery of analytics projects across the WFS product landscape.<\/span><\/span>
<\/span><\/li>- Align all initiatives with the overall product and customer strategy.<\/span><\/span>
<\/span><\/li>- Identify and apply leading industry practices in customer management analytics, with a focus on tooling and automation.<\/span><\/span>
<\/span><\/li>- Contribute to the development and implementation of operational plans related to CI&AA, ensuring alignment with internal controls, policies, and guidelines.<\/span><\/span>
<\/span><\/li>- Collaborate across business units (CI&AA, CRO, Operations, S&D, Product) to share insights and best practices.<\/span><\/span>
<\/span><\/li>- Act as a trusted adviser across WFS in matters relating to customer analytics and engagement strategies.<\/span><\/span><\/span>
<\/li><\/ul>Data Analytics and Insights<\/span><\/span><\/b>
<\/p>- Deliver strategies that prioritize customer needs and behaviors across the product lifecycle.<\/span><\/span>
<\/span><\/li>- Own data processes that support Existing Customer Management efforts, including data enhancement, cleansing, and delivery to third\-party providers.<\/span><\/span>
<\/span><\/li>- Collaborate with CI&AA and CRO teams to refine selection methodologies and models, ensuring optimal return on investment.<\/span><\/span>
<\/span><\/li>- Work with Customer and Product teams to define and test hypotheses that uncover performance drivers and growth opportunities.<\/span><\/span>
<\/span><\/li>- Analyze outcomes of tests and experiments, providing actionable recommendations to business units.<\/span><\/span>
<\/span><\/li>- Develop reporting and insights that keep WFS informed of product and customer performance.<\/span><\/span>
<\/span><\/li>- Define and segment customer groups to enable personalized engagement strategies, including credit limit increase targeting.<\/span><\/span>
<\/span><\/li>- Identify opportunities for standardization and automation to unlock growth potential.<\/span><\/span><\/span>
<\/li><\/ul>Programme Analysis and Set\-Up<\/span><\/span><\/b>
<\/p>- Understand and meet stakeholder needs in the implementation of customer management analytics initiatives.<\/span><\/span>
<\/span><\/li>- Develop clear goals and plans to prioritize and execute work within agreed timelines and quality standards.<\/span><\/span>
<\/span><\/li>- Lead and manage delivery of initiatives, ensuring alignment with strategic objectives.<\/span><\/span>
<\/span><\/li>- Stay informed of industry trends and technological advancements in analytics.<\/span><\/span>
<\/span><\/li>- Anticipate project risks and constraints, and proactively develop mitigation strategies.<\/span><\/span>
<\/span><\/li><\/ul>Partner and Stakeholder Relationships<\/span><\/span><\/b>
<\/p>- Build a customer\-focused culture within the Existing Customer Management team, aligned to WFS\u2019s strategic priorities.<\/span><\/span>
<\/span><\/li>- Engage proactively with stakeholders to ensure successful delivery of analytics and engagement initiatives across the product lifecycle.<\/span><\/span>
<\/span><\/li>- Integrate findings across WFS to identify new opportunities and strengthen existing synergies.<\/span><\/span>
<\/span><\/li>- Establish strong relationships with internal and external stakeholders, including Woolworths Retail, to support practical and viable decision\-making.<\/span><\/span>
<\/span><\/li>- Foster deep integration with the WW Retail business to align financial services initiatives with retail strategies, campaigns, and customer experiences.<\/span><\/span>
<\/span><\/li>- Understand the systemic nature of stakeholder engagement, recognizing key integration points across products, customer insights, and analytics opportunities.<\/span><\/span>
<\/span><\/li>- Mentor and guide WFS graduates rotating through the Existing Customer Management environment, serving as a subject matter expert.<\/span><\/span>
<\/span><\/li><\/ul>Financial Management<\/span><\/span><\/b>
<\/p>- Provide input into the operational budget and manage financial performance to identify cost\-saving opportunities.<\/span><\/span>
<\/span><\/li>- Apply sound financial management principles to ensure fiscally responsible decision\-making.<\/span><\/span>
<\/span><\/li><\/ul>Team Coordination<\/span><\/span><\/b>
<\/p>- Act as a guide/mentor to analysts in the team, In accordance with WFS\u2019s leadership principles and values<\/span><\/span>
<\/span><\/li>- Create an ongoing pipeline of capable resources across that will contribute to the implementation of Existing Customer Management operations.<\/span><\/span>
<\/span><\/li><\/ul><\/div>
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Requirements<\/h3>KEY COMPETENCIES<\/b>
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MINIMUM QUALIFICATION<\/span><\/span><\/b>
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