Customer Success Campaign Coordinator

Our Purpose

At Xero, we're here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.

How you'll make an impact

We are looking for a passionate and driven Campaign Coordinator to join our newly created Customer Success team. In this role, you will play a crucial part in empowering our customers to achieve their business goals by coordinating the execution of the day-to-day campaign implementations and optimisations across Customer Success engagement channels (including Direct and Partner Sales).

What you'll do

Campaign set up and coordination: Coordinate all proactive campaigns and targeted outreach from ideation through to successful CX and customer delivery across a wide range of channels e.g. eDM, phone calls, texts, automated messaging. Including, executing the setup of campaigns through case routing, queue setup, and organising Calendly events.

Resource coordination and communication: Determine appropriate team resourcing for Campaigns and appropriate queue allocation (i.e. regional, selected Specialists). Develop and maintain Specialist campaign resources such as campaign objective, case information, process, talking points, the customer journey, and coordinate call guidance creation with Learning & Development for any global campaigns. You will also be responsible for executing the communication cascade within CX.

Revenue and strategy focus: Understand CX, CS, and go-to-market (GTM) strategy and ensure campaign tactics are aligned with broader business and revenue goals.

Performance improvement: Identify opportunities to improve campaign performance - such as A/B testing, audience segmentation, and channel optimisation - provide feedback to the appropriate Marketing teams, and identify trends, patterns, and anomalies in campaign performance data.

Scheduling and calendars: Create and maintain campaign schedules to ensure new campaigns are delivered efficiently and on time; and a forward looking calendar of activity is available.

Reporting, analysis & insights: Monitor campaign performance and provide trend analysis to improve overall performance and ensure delivery against KPIs; including compiling end of campaign reports and insights in partnership with the relevant Marketing teams.

Strategy: Understand the GTM and CS strategy to ensure deployment of initiatives that are focused towards delivering on that, whilst continually iterating and guiding future strategy.

Cross-functional collaboration: Effectively partner with CS Operations, CX Leadership, Customer Technology, Lifecycle Marketing, and relevant brand teams to coordinate the creation and deployment of campaigns.

Continuous improvement: Identify opportunities for continuous process improvement and investigate technology improvements to workflows.

Stay up-to-date: Keep abreast of industry best practices and emerging trends in campaign processes and technology.

What you'll bring with you

Proven experience: 2+ years of experience in Campaign Coordination, Project Coordination or an administration role in a CX or Customer Success setting.

Execution skills: Strong project or campaign coordination skills from ideation through to delivery.

Communication skills: Excellent written and verbal communication skills to support internal communication cascades and campaign documentation. Including the ability to create clear, customer-centric talking points, guidance, and campaign briefs.

Workflow and process design: Ability to design and implement efficient workflows for campaign execution, case routing, and queue management.

Material development: Ability to develop support materials and coordinate enablement content with L&D teams.

Calendar and scheduling management: Expertise in creating and maintaining detailed campaign schedules.

Project Management fundamentals: Understanding of project management principles to keep campaigns on track and within timelines.

Integration awareness: Understanding how different systems (CRM, marketing automation, telephony) integrate and how to leverage these integrations for campaign effectiveness.

Calendly (or similar scheduling tools): Experience setting up and managing events through scheduling platforms.

Familiarity with automation tools: Understanding of (and ideally experience with) marketing automation and customer communication platforms.

Customer-centric approach: A passion for understanding customer needs and using data to drive positive outcomes.

Problem-solving mindset: A proactive and solution-oriented approach to challenges.

Why Xero?

Offering very generous paid leave to use however you'd like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.

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