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 costcentre controls
• Ensure excluded customers are accurately and consistently removed from all customer communications

Qualifications :

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 fastpaced environment
• Confident team player with a collaborative customerfirst mindset.

Additional Information :

What are you waiting for

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

For more information contact us at 

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 Visas.

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.

Remote Work :

No

Employment Type :

Full-time