Senior Customer Journey Designer

We are seeking a highly skilled Customer Engagement Strategist to join our team.

• This role is at the heart of our customer engagement strategy using insight, creativity and technical know-how to build personalised, timely and relevant communications across digital channels.

The key focus for this role is to deepen customer relationships, drive retention and maximise lifetime value delivering connected experiences that meet the needs of each lifecycle stage and customer segment.

You will work closely with internal stakeholders and agency partners to deliver seamless and effective automated marketing journeys and campaigns.

Key Responsibilities:

• Design and optimise automated campaigns (email, SMS, in-app, etc.) that guide customers through personalised lifecycle touchpoints including welcome, retention, win-back and beyond.
• Translate marketing and customer segment strategies into actionable programs that deepen engagement, increase retention and deliver measurable outcomes.
• Contribute to the mapping of customer journeys, identifying friction points, and using automation to deliver seamless, consistent and relevant digital experiences.
• Collaborate closely with internal teams across marketing, product, sales, service and digital to ensure loyalty and automation programs are aligned, integrated and on-brand.
• Ensure loyalty and automation content is clear, compelling and aligned with brand standards and values.
• Monitor performance metrics like open rates, retention and customer lifetime value, sharing insights, tracking ROI and making data-driven recommendations for optimisation.
• Support go-to-market planning, digital roadmap alignment and campaign delivery across customer segments and channels.
• Drive innovation by keeping a close eye on industry benchmarks, platform performance and emerging tools, always looking for ways to improve effectiveness and scale impact.

Requirements:

• Tertiary qualified in Marketing, Communications, Digital Media or a related field.
• 2–3 year's experience in loyalty, CRM, automations and/or digital marketing, ideally in a fast-paced or collaborative environment.
• Proven experience in designing and executing automated customer journeys across email, SMS and digital channels using platforms such as Oracle Eloqua, Braze, Dotdigital, Klayvio, etc.
• Strong understanding of customer segmentation, personalisation and lifecycle marketing principles.
• Understanding of data privacy regulations (GDPR, spam compliance, deliverability, etc).
• Exceptional organisational and communication skills, with the ability to manage multiple priorities and deadlines.
• Experience collaborating cross-functionally with stakeholders across marketing, sales, product, customer service and IT/digital teams.
• Prior experience or exposure to marketing automation platform migration would be highly desirable.

Benefits:

• Be part of a proudly Australian business with a strong reputation and values-driven culture.
• Work alongside a supportive and skilled team passionate about innovation, creativity and customer experience.
• Get hands-on experience with leading marketing automation and digital platforms as part of a broader digital transformation roadmap.
• Flexible hybrid working arrangements and genuine commitment to work-life balance.
• Opportunities for learning, development and long-term career growth.
• 50% off retail price of Haymes Paint manufactured products, including friends and family discounts.
• 6% Medibank Corporate discount.
• 20% New Balance discount.
• Ongoing training and support.
• Access to a range of workplace health and wellbeing initiatives.

How to Apply:

Please submit your recent resume and respond to the selection questions. We are committed to responding to every applicant.