Michael Jacobs-Smith

Experience

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  AGL Energy

  Dec 2011 - Dec 2013

  Senior Retention Marketing Manager (Save and Intervention Delivery)

  Responsible for minimising churn through the Save and Intervention Retention strategy for 2 brands / 5 products, capitalising on strategic and tactical elements, operational improvements, lifecycle management (including Welcome), customer communication mix. In this role, managed and developed 3 direct reports, 10 indirect and 40 outsourced Call Centre FTE.

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  Origin Energy

  Jan 2014 - Aug 2014

  Channel Development Manager (Contract)

  Accountable for driving the formulation and execution of Channel Development opportunities and developed Local Area Marketing Strategy which included LPG Electricity referrals program, Lifecycle management developments and internal Sales capability. Subject Matter Expert (SME) into Save and Winback, Move and On-boarding Retention.

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  Westpac

  Sept 2014 - Dec 2014

  Senior Product Marketing Manager (Contract)

  Accountable for driving the formulation and execution of the Consumer 1:1 lifecycle Strategy for Loyalty and Growth during the 365 day On-boarding relationship, capitalising on strategic and tactical use of insights / rewards /offers and gateway products for Cross sell across 7 products and 4 Brands.

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  Alinta Energy

  Jan 2015 - Dec 2017

  Product Marketing and Channel Development Manager

  Accountable for managing E2E Sales and Marketing initiatives, Customer and Community Research, onboarding Vendor Channels and the Business owner for the Harvey Norman Energy Partnership.

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  SAI Global

  Dec 2017 - Jul 2019

  Accountable for leading Customer Research and Product Marketing/Communications at WaterNSW, overseeing the Customer Propositions & Insights team to drive strategic initiatives, crisis communications, and continuous improvement. Responsible for delivering best practice outcomes that enhance customer experience (CX), develop targeted segmentation and personas, refine customer communications, and optimise lifecycle mapping for service and product solutions. Managed a budget and led a team, in addition to overseeing vendor partnerships. Show less

  • Head Of Marketing, Property

    Apr 2018 - Jul 2019

  • Senior Product Marketing Manager

    Dec 2017 - Apr 2018
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  WaterNSW

  Aug 2019 - Jul 2021

  Customer Propositions & Insights Manager - Customer & Community (C&C) – Marketing

  Accountable for leading Customer Research and Product Marketing/Communications at WaterNSW, driving strategy, crisis communications, and continuous improvement through the Customer Propositions & Insights team. Focused on delivering best practice outcomes by leveraging research insights to enhance customer experience (CX), develop segmentation and personas, refine communications, and map customer lifecycles to optimise service and product solutions.

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  RACV

  Nov 2021 - Aug 2023

  Senior Customer Experience Manager

  Accountable for driving member and customer growth and retention across RACV’s Primary and Emerging products by leading cross-functional integration, ensuring a unified customer view, and enhancing customer experience across consumer and business segments. Responsible for implementing a customer-centric Advocacy Policy across diverse product lines, including Insurance, Trades, Managed Bets, Incubation, Solar, Security, and Arcline Energy, while leading a team.

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  Jacobs-Smith Marketing Consulting End-2-End

  Sept 2023 - now

  Director - Propositions, Insights & Customer Experience

  Accountable for delivering tailored marketing solutions that align with client objectives, focusing on growth, retention, education, and engagement. Responsible for the strategic development and execution of high-quality marketing services that drive business outcomes, while ensuring continuous client satisfaction.