Customer Retention Specialist

The Opportunity

The Customer Retention Specialist is responsible for the planning and delivery of customer engagement and retention communications. The role supports the broader customer lifecycle and retention strategy through targeted campaigns, customer segmentation and disciplined management of customer communications and data.

Operating within a highly regulated environment, the role requires careful consideration of Responsible Wagering principles and AML/CTF obligations across all customer interactions, analysis and engagement activity.

Responsibilities include:

Customer Engagement & Retention

• Support the design and execution of segmented customer lifecycle strategies to drive retention and loyalty outcomes
• Continuously identify and implement opportunities to improve the relevance, personalisation, and effectiveness of customer communications
• Collaborate with key stakeholders to deliver aligned customer retention strategies and supporting processes

Campaign Delivery & Optimisation

• Plan and deliver targeted CRM campaigns aligned to key events and the racing and wagering calendar
• Develop engaging content across EDM, SMS, social, and other appropriate channels using effective segmentation
• Define success measures, evaluate performance, and drive ongoing optimisation, including campaign automation within Microsoft Dynamics

Technology & Data Governance

• Maintain CRM platforms to ensure data integrity, governance, and customer contactability standards are met
• Review and enhance customer management processes to improve automation, scalability, and effectiveness
• Act as a subject matter expert supporting CRM system enhancements and capability uplift.

Risk, Compliance & Financial Management

• Ensure all CRM activity complies with brand standards, Responsible Wagering obligations, and regulatory requirements
• Deliver CRM activity within approved budgets and cost‑centre controls
• Ensure excluded customers are accurately and consistently removed from all customer communications

About You

• Experience in customer engagement, retention, CRM or lifecycle marketing roles, ideally within wagering, gaming, retail or regulated industries
• Strong capability in customer segmentation, campaign execution and performance optimisation
• Demonstrated experience managing CRM campaign schedules, targeting and reporting
• Strong communication skills, including copy and content development
• Experience working with Microsoft Dynamics or similar CRM platforms
• Sound understanding of Responsible Wagering, regulatory compliance and customer data governance
• Ability to manage multiple stakeholders and priorities in a fast‑paced environment
• Confident team player with a collaborative, customer‑first mindset.

What are you waiting for?

Apply now with your CV and cover letter telling us why you’re the perfect fit for this opportunity.

For more information contact us at TalentAcquisition@rwwa.com.au

As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.

Please note this role is only open to applicants that hold Australian Working Rights, and we are unable to offer Work Sponsorship Visa's.

Additional benefits

• Hybrid and flexible work arrangements
• 17.5% loading on annual leave
• Personal learning and development budget
• Health and wellness initiatives to support you inside and out.

At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.

We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.     

We are a 2026 Circle Back Initiative Employer - we commit to respond to every applicant.