CRM Platform Specialist

1 month ago

Sydney, Australia Montu Full time

**Company Description**
Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients.

Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running - with revenue growth of over 26,000% and 9,000% and recently announced as #1 in the LinkedIn Top Startups Australia 2024 - Montu continues is ongoing growth journey and is now the largest business of its kind outside North America.

This role is an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane.

As the CRM Platform Specialist you will be crucial in leading the adoption and strategic implementation of **Braze** across Montu’s brands. Your role is to maximise the value derived from marketing technology, operations, and data insights to enhance the CRM team's efficiency, effectiveness, and scalability. This role will operate within the Braze ecosystem.

**Braze Super User**:

- Platform Expertise: Act as the primary expert for Braze, offering guidance to marketing, tech, and data teams on how to best utilise and optimise the platform.
- Technical & Personalisation Opportunities: Leverage Braze’s full capabilities to enhance technical performance and personalisation, ensuring campaigns are as effective and tailored as possible.

**Support CRM Value Streams**
- Campaign Enhancement: Collaborate with CRM teams to design, develop, and refine campaigns that drive retention and conversion. Analyse campaign performance data to identify growth opportunities and implement strategies to boost revenue.
- Project Planning: Support the planning and execution of projects related to the CRM Customer Engagement Platform (CEP). Ensure that project goals align with CRM Managers’ and Specialists’ objectives.
- Execution & Alignment: Contribute to the successful delivery of projects, ensuring that all phases—from initial planning to final execution—are completed on time and meet the required standards.

**CRM Automations & Custom Events Usage**:

- Lifecycle Knowledge: Develop a deep understanding of our target lifecycle and associated automations and custom events. Use this knowledge to assist in troubleshooting and resolving issues related to lifecycle initiatives and bugs.
- Issue Resolution: Support CRM teams by diagnosing and addressing problems within automations and custom events to ensure seamless experiences.
- Testing & Debugging: Partner with the Audience & Platform Manager to test and debug custom events and attributes. Ensure that user personalisation and campaign execution are optimised for maximum effectiveness.

**Channel Effectiveness**:

- Engagement Strategies: Implement strategies to ensure these channels effectively engage and meet campaign objectives.

**CEP Troubleshooting & Issue Resolution**:

- Technical Troubleshooting: Address and resolve issues across within platforms, coordinating with Tech teams to manage and triage requests promptly.
- Problem-Solving: Ensure that technical problems are resolved efficiently, minimising any disruption to campaign execution and communication for the CRM team.

**Communications Preference Centre**:

- Preference Centre Development: Plan, build, and maintain the communications preference centre. Ensure it includes features for managing communication preferences, as well as seamless unsubscribe and Do Not Contact (DNC) options.
- User Experience: Optimise the preference centre to provide a user-friendly experience, allowing individuals to easily manage their communication preferences.

**Platform Knowledge & Continual Development**:

- Industry Trends: Keep up-to-date with the latest trends, channels, and best practices in communication, personalization and marketing operations.

**Team Training & Development**:

- Platform Integration Training: Provide training to team members on CRM platform integration and technical aspects of CRM and marketing tools.
- Skill Enhancement: Support the development of team skills and execution capabilities by sharing knowledge and best practices related to platform usage.

**Compliance, Data Governance & Sensitivity**:

- Privacy and Compliance Management: Ensure all CRM initiatives adhere to the Privacy Act, SPAM Act, and other relevant data protection regulations. Follow best practices to safeguard data, and ensure all communications are compliant with regulations.
- Legislation Awareness: Stay informed on changes to relevant legislation (such as upd

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