Channel Enablement Lead

4 weeks ago

Sydney, Australia Bupa Full time

**The Opportunity**

Reporting to the Channel Manager, you will be responsible for bringing ‘innovation’ into practice for campaign execution across Bupa and external partner campaign delivery platforms (enablement). Being the Operations SME within our Agile delivery team, you will take a digital first approach to channel management. Drawing on your previous mail house experience you’ll ensure that Bupa delivers a true omnichannel, customer preference-led communications approach.

You will play a critical role as the operations SME being the interface between Bupa and our mail house partners to design and deliver on future state communications execution.

This is a permanent full-time position and can be based in Sydney or Melbourne. We offer a hybrid work environment so you can work from home, or the office.

Does this sound like you? Yes, then Scroll down.

**How will I help?**

The Channel Enablement Lead will be the mail house expert in one of our squads working on twice monthly sprints and an active participant in squad ceremonies, briefings and in executing mail house campaign overflow. You will also play an important role, in observing current processes and being a key driver in influencing and improving at a more strategic level. By creating what our future state looks like through reinventing processes, data, using innovation and test and learn.

**Your everyday jobs are but not limited to**:

- Accountable for new campaigns, enhancements and integrations being communicated, scoped, quoted, and implemented on time and on budget. Communicate the benefits back into the business and help to shape a seamless customer experience.
- Follow a low-risk approach to all processes to ensure zero errors impacting a customer receiving the right communication at the right time.
- Accountable for ensuring all new integrations have the right monitoring in place once implemented. Maintain the incident register as a central repository of all issues.
- Should incidents arise, lead timely resolution, via full investigation, root-cause analysis, and bring forward a coordinated resolution.
- Maintain documentation of processes, that are version controlled and available in a central location.
- Assist to close the loop on all campaigns, from campaign execution through to campaign performance dashboard reporting, and other CRM updates.

**Why work at Bupa?**

We keep our people smiling by helping them improve their lives in and outside of the office.

We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.

We support our people to be the best version of themselves, physically and mentally. With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.

Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few). We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, wellbeing, and futures.

**What do I need?**

This role will require understanding of mail house and vendor management and an ability to manage a large scale complex multi-channel program of work today whilst driving and innovating what future state looks like. You will ideally have exposure to PEGA, working agile and within a Direct Marketing communications background.

**You will also have**:

- Demonstrated customer-centric design mindset, delivering customer-centric communications solutions through innovative thinking, a proactive approach, and a confidence in bringing others on the journey
- Minimum 4-5 years in a Marketing Operations role. Preference for experience in a Direct Marketing team, ideally with inhouse marketing automation platforms. Ideally with mail house operations experience.
- Proven track record of strong communication and stakeholder management, particularly in complex, multi-stakeholder environments.
- Detailed understanding of direct marketing campaign processes and SLAs
- Strong technical knowledge on system integrations and inner workings on how files move between systems.
- Proven experience in translating technical details into updates that all-levels can understand.
- An experienced project and budget manager. Working experience in Agile delivery highly regarded

**About Bupa Asia Pacific & What it is like working here**

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand, and Hong Kong, supporting about 6.5 million customers through a broad range of health and

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