Customer Experience Engagement Lead

Join Nine as the Customer Experience Engagement Lead, responsible for driving subscriber retention and maximising subscription revenue. As part of Nine’s dynamic Audience Growth team, this role leads retention and winback strategies, and collaborates with the Customer Service Centre to enhance audience connection, foster loyalty and deliver an exceptional subscriber experience. The Audience Growth team expands and deepens connections with audiences across Australia. We leverage data to optimise content, drive subscriptions, and grow audience revenue while working closely with editorial, data, and product teams. The Customer Service Centre supports Nine’s mastheads and platforms like 9Now, providing exceptional customer experiences to strengthen Nine’s position as a trusted news source.Responsibilities:Day to day includes but won’t be limited to: Act as the liaison between the Customer Service Centre and Audience GrowthDevelop and execute communication plans for key subscriber updates (e.g., price changes).Optimise subscriber journeys (payments, renewals, late-life cycle activities).Gather and analyse subscriber feedback to identify improvement opportunities.Report retention metrics and share actionable insights.Utilise Salesforce Marketing Cloud (SFMC) and other MarComms platforms to deliver key communications to subscribers. Collaborate with teams to refine audience touchpoints and reduce churn.Design and execute experiments to boost subscription revenue.Develop and test win-back, pricing and upsell strategies.Ensure Customer Service Centre revenue targets are set and ARPU multipliers remain accurate.