Reporting to Head of Portfolio& Analytics, the Portfolio Manager is responsible for designing and executing the customer engagement strategy across the Latitude credit cards portfolio. The role focuses on deepening customer engagemnet and maximising the value of existing customer relationships to drive portfolio growth.
You will work closely with cross-functional teams including Marketing and Product to deliver seamless, data driven inititiaves aligned to business objectives.
The role leads the design, execution, and optimisation of targeted portfolio growth campaigns that stimulate customer spend, increase receivables, and strengthen ongoing engagement with our credit card customers.
In this role, you’ll:
- Take a lead in creating portfolio management strategies to maximize portfolio growth across all customer contact and communication points
- Design, execute and monitor always-on customer management programs including:
- Early months of book/Onboarding
- Ongoing customer engagement to grow spend and build balance
- Re-activation of dormant customers
- Proactive and reactive retention
- Work with the Analytics and Insights team to use data to target customers using personalisation methodologies
- Partner with Marketing and Technology to translate customer management programs into marketing execution plans
- Undertake a value driven approach to monitor program performance at a campaign and offer level and make necessary adjustments via a robust test and learn approach
- Effectively use customer research, data and insights for customer segmentation, building propensity models and other targeting strategies.
- Assist Marketing team to deploy Segmentation and Propensity models across campaigns and offer execution
- Track key portfolio metrics to measure the success of program through creation and management of customer engagement performance dashboard
- Partner with Credit Risk to strengthen control strategies, enhancements in credit policy, optimise credit line assignment rules, etc.
- Partner with Technology and Customer Service to build and deliver an integrated and omni-channel customer engagement program
- Drive new initiatives to automate processes and operations, enhance functions to improve overall efficiency and effectiveness of the customer engagement program
Ideally, we’re looking for someone with:
- 5–7+ years’ experience in lifecycle marketing, CRM, portfolio management, or growth roles, with a strong track record of driving customer engagement and spend through targeted campaigns. Experience in credit cards or financial services is advantageous but not essential.
- Proven ability to identify portfolio growth opportunities and translate customer insights into engagement strategies and campaigns that drive spend and portfolio performance.
- Strong understanding of customer behaviour, lifecycle triggers, and commercial drivers that influence engagement and value.
- Demonstrated ability to use data and experimentation (testing, segmentation, targeting) to optimise campaign performance and improve customer outcomes.
- Strong commercial acumen and understanding of portfolio performance metrics (credit card P&L experience desirable).
- Ability to manage and prioritise multiple initiatives, working cross-functionally with Marketing, Product, Analytics, and Digital teams.
- Strong problem-solving, analytical thinking, and decision-making capability.
- Collaborative mindset with the ability to influence stakeholders and deliver outcomes in a team-oriented environment.
Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!
Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
At Latitude, we make it possible – for our customers, our communities, and our people. We believe in creating opportunities that truly matter, helping you thrive both professionally and personally. That’s why we offer benefits that make a real difference in your life.
We make it possible…
- to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
- to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office two days a week
- to put your wellbeing first – with Sonder, a 24/7 support app for mental and physical wellness.
- to access great financial benefits – with discounts on Latitude products and services.
We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
Only open to Australian or New Zealand Permanent Residents or Citizens.
