CRM & Marketing Technology Operations Manager

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members.

Reporting to the Senior Manager, CRM & Marketing Technology, this leadership position oversees daily operations, stability, and performance of a core CRM platform serving multiple business units. The role manages service levels, ensures resource readiness during project transitions to operations, and upholds ITIL-aligned service management for incidents, problems, and service requests with support from Technology Services. Broad technical knowledge is essential for issue triage and analysis, facilitating effective communication between the business, vendors, and CRM Technology team for swift problem resolution.

• Advocate and champion the platform in critical strategic program forums
• Coordinate, escalate, and triage daily operational issues with key business stakeholders
• Interface with CRM & Marketing Technology teams, ensuring appropriate activities and support tasks are carried out within defined SLAs
• Manage all communications and updates with business stakeholders relating to platform performance and impact issues
• Maintain and improve the Member Platform Operations' performance and quality – including measuring and reporting on SLA performance metrics
• Ensure vendors are managed to agreed SLAs
• Implement, monitor, and review standard operating processes and procedures to continually improve the service provided by the Member Platforms teams
• Oversight and management of controls within the CRM environment

• Solid experience in technology roles across digital management disciplines
• Detailed knowledge of a broad range of IT systems and technologies, spanning Digital (web, mobile apps, databases), cloud, infrastructure, and applications
• In-depth understanding and working knowledge of ITSM frameworks
• Experience with DevOps/ DevSecOps environments and related processes
• Experience in managing high priority incidents, problem records (incl. running triage), solution development, customer communication, facilitation of decision making, documentation and managing expectations
• Experience in managing vendors including SLA management and reporting and building relationships to benefit the Fund
• Strong customer-driven focus
• Strong interpersonal and influencing skills
• Regulated industry experience, ideally in financial services
• Tertiary qualifications in technology disciplines such as Bachelor of Science Degree in Information Technology

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required.