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Company Overview Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs. Visit www.superloop.com to learn more. Business Unit Overview The Consumer unit is at the heart of Superloop's retail growth, delivering on the promise of superfast, super reliable and super easy connectivity for Australian households. As one of Australia's fastest-growing retail service providers, Superloop is redefining broadband and mobile through compelling products, competitive pricing, digital capability, reliable network performance and customer-focused execution. Our role is to bring together people, products, systems and processes to deliver seamless customer experiences across the entire customer lifecycle - from acquisition and onboarding through to service, retention and growth. The Consumer Business Unit's objective is not simply to grow faster, but to grow better. We focus on attracting quality customers, improving retention, increasing customer lifetime value, delivering great service, practising responsible selling, and creating experiences that make people proud to choose Superloop. Role Purpose Join Superloop as a Customer Retention & Loyalty Manager and play a key role in protecting and growing the value of our existing customer base across one of Australia's fastest-growing challenger RSPs. In this role, you will help reduce churn, improve customer tenure, design effective save and loyalty initiatives, and use customer segmentation to identify opportunities to retain, engage and grow the broadband customer base. You will work closely with CVM, Customer Operations, Product, Pricing, Finance, Marketing, Digital and Analytics teams to strengthen customer loyalty, improve retention performance, optimise base value and contribute to the continued growth of Superloop's broadband business. Key Responsibilities 1. Retention Strategy and Churn Reduction Develop and execute broadband retention strategies aimed at reducing voluntary churn and improving customer tenure. Identify key churn drivers across price, service experience, competitor activity, product fit, contract status, speed tier, tenure and customer value. Design targeted churn prevention initiatives for different customer cohorts and risk segments. Work with Customer Operations and Retention teams to improve save conversations, offer effectiveness and customer outcomes. Monitor churn performance by cohort, channel, plan, tenure, speed tier, geography and customer segment. Develop action plans to reduce avoidable churn and improve the quality of retained customers. 2. Base Segmentation and Customer Insights Develop and maintain meaningful customer segmentation frameworks across the broadband customer base. Segment customers by value, tenure, product holding, plan type, speed tier, price sensitivity, usage, churn risk, NPS, service experience and engagement behaviour. Identify high-risk, high-value, low-engagement and growth-opportunity customer cohorts. Use segmentation insights to inform targeted retention, loyalty, pricing, upgrade and save strategies. Partner with Analytics and CVM teams to enhance customer data, reporting and predictive indicators. Translate customer insights into practical commercial actions that impr