At Harmoney, we’re redefining how people borrow and manage money through fair, flexible, and data-driven personal lending. As a leading fintech in New Zealand and Australia, we're driven by innovation and customer-centricity.

We're looking for a Customer Retention Manager to help us build lasting relationships with our customers and grow customer lifetime value through smarter engagement.

The Role

As our Head of Retention, you’ll be responsible for developing and executing retention strategies to engage, support, and retain existing and returning customers. This role is pivotal in enhancing the post-acquisition customer experience, improving satisfaction and loyalty, and ultimately driving business growth through reduced churn and increased repeat customer growth.

You’ll work cross-functionally across Product, Marketing, Data, and Customer Experience teams to ensure our communications, journeys, and value propositions are aligned, effective, and measurable.

Key Responsibilities

• Retention Strategy & Frameworks: Develop and own the customer retention strategy across the full customer lifecycle, including onboarding, engagement, renewal, and win-back campaigns.
• Customer Communications: Audit and manage all lifecycle communications—email, SMS, in-app, and outbound—ensuring they’re timely, relevant, and aligned with Harmoney’s tone and value.
• Insights & Journey Optimisation: Analyse customer behaviour and feedback to identify churn triggers and engagement opportunities. Collaborate with CX and Product teams to optimise journeys and reduce friction.
• Segmentation & Personalisation: Leverage data and customer segmentation to deliver tailored experiences and communications that meet customer needs and drive loyalty.
• Customer Issue Management: Work with CX and Operations to manage and resolve issues affecting existing customers, improving trust and advocacy.
• Performance Reporting: Track and report on key metrics such as retention rate, reactivation rate, NPS, churn, and customer lifetime value. Use insights to iterate strategy.
• Stakeholder Engagement: Partner with Marketing, Data, Product, and Customer Service to ensure retention initiatives are integrated, consistent, and aligned with broader business goals.

About You

• Proven experience in customer retention, lifecycle marketing, customer success, or CRM—ideally within Fintech or other similar consumer services.
• Strategic thinker with strong executional skills.
• Comfortable using data to inform decisions and drive performance.
• Experience in customer journey mapping and communication design.
• Strong cross-functional collaboration and stakeholder management skills.
• Familiarity with CRM tools and marketing automation platforms
• Customer-obsessed with excellent written and verbal communication skills.

Why Harmoney?

• Work with a purpose-driven team building smarter financial products.
• Be part of a fast-paced, innovative fintech with a strong presence in NZ and AU.
• Flexible working options and a people-first culture.