Head of Customer Communications

2 weeks ago

Toowong, Queensland, Australia Compare the Market Full time

About the company

This job ad is the universe's way of telling you that you're currently in the wrong job. Call it Meerkarma

Compare the Market, yep, the one with the Meerkats, is a high-growth FinTech company on a transformational journey to deliver the very best home loan, energy, insurance, and health price comparison experience in Australia. Okay, in the world

We are all about Integrity, Growth, Excellent Customer Service, and being Peerless - without compromise; all of which are critical to delivering on our purpose of making a difference in the lives of Australians by simplifying the process of making sound financial decisions.

About the role:

Are you ready to take the next step in your career journey? We at Compare the Market are seeking a standout Head of Customer Communications to join our vibrant Marketing team. Located in our office in Toowong, you'll play a pivotal role in driving our commercial success through the strategic use of technology and data to craft compelling content and direct marketing strategies.

Your primary objective will be to elevate quote starts, boost sales figures, and encourage repeat purchases through email marketing campaigns, automation, advocacy programs, SMS, and push notifications. With a sharp focus on nurturing our customer database, you'll lead a talented team of content creators, Salesforce developers, and direct marketing specialists, guiding them towards achieving our strategic objectives with your visionary leadership and results-oriented approach.

Main duties and responsibilities:

Reporting to the General Manager – Customer Experience Marketing, you'll play a pivotal role in our continued success by:

  • Developing and executing email marketing campaigns with automation and segmentation to drive quote starts, sales conversions, and return purchases.
  • Implementing advocacy programs to leverage satisfied customers for new business opportunities.
  • Utilising SMS and push notifications for targeted messages, enhancing customer engagement and encouraging repeat purchases.
  • Leading the development of customer communication strategy, including objectives, segmentation, messaging, and channel selection.
  • Mapping customer journey touchpoints to optimize communication and enhance the overall experience.
  • Collaborating on compelling content development aligned with brand guidelines and objectives.
  • Driving continuous optimisation of communication tactics based on data insights and market trends.
  • Implementing integrated marketing communication plans for consistent brand messaging.
  • Fostering a collaborative, innovative team environment focused on knowledge sharing and experimentation.
  • Collaborating with Customer Retention and Cross-Sell for cohesive direct marketing efforts.
  • Analysing campaign performance and customer data for optimisation and improvement.
  • Remaining on point with industry trends and best practice in direct marketing channels and customer marketing strategies.

About you:

As our Head of Customer Communications, you excel at using technology and data to drive commercial success in direct marketing. Your leadership ensures cross-functional teams achieve outstanding outcomes. Your strong analytical skills help optimize campaigns, while your proficiency in CRM systems and marketing automation will ensure ongoing effectiveness. You foster a high-performance culture, consistently exceeding KPIs with your goal-oriented mindset and accountability. Your creativity and proactive approach make you an invaluable asset to our team.

  • Tertiary Qualifications in Marketing, Business Administration, or related discipline.
  • Extensive experience in direct marketing, demonstrating a history of delivering results through email marketing, automation, and customer advocacy programs.
  • Proficient in utilising technology and data to drive commercial success in direct marketing initiatives.
  • Skilled in leading and mentoring cross-functional teams to nurture databases and achieve desired outcomes.
  • Possesses strong analytical skills to derive actionable insights from data analysis and optimise campaign performance.
  • Proficiency in CRM systems, marketing automation platforms, and data analytics tools.
  • Excellent communication, collaboration, and leadership skills, focused on driving results and fostering a high-performance culture.

Our Benefits

  • Vibrant and social community who have annual celebrations, family fun days and regular events.
  • Enjoy additional leave days - 'ME' leave and 'Volunteer Day' leave.
  • Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement.
  • Employee discounts on Car, Home, Travel insurance.
  • Income protection insurance provided to support you in the event of non-work-related illness or injury.
  • Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.
  • Access to the Employee Assistance Program

Compare the Market is an Equal Opportunity Employer, and we encourage all applicants to apply. We acknowledge that we are strengthened by diversity.

Want to know more? Then apply now It's Simples

*Note to Recruiters: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business.

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