Customer Experience Growth Strategist

1 day ago

Sydney, New South Wales, Australia TMGM Full time
About the Role

We are seeking an experienced Customer Lifecycle Marketing Manager to lead our automation journeys, develop customer journeys, and oversee the delivery of efficient and personalized communications to our customers.

Key Responsibilities
  • Develop and execute customer journeys that can extend across multiple brands, experimenting with multi-touch, data-led, test and learn campaigns, and adjusting for optimization
  • Liaise with key stakeholders as a subject matter expert, providing insights on automations capabilities, journey design, and best practices
  • Manage the Automations Executive who delivers efficient and personalized communications to our customers. Provide leadership and supporting best practice campaign delivery and optimal ways of working
  • Envision new marketing approaches and channels to reach and engage key audiences. Leverage automation to reduce manual processes and improve productivity, making recommendations to reduce resource demands, complication, and duplication
  • Lead and own MCV (Marketing Customer View) attributes, to find new opportunities to develop relevant and needs-focused member communications. Build all Data Extensions, and where required, liaison with the Data team for advanced builds
  • Development and build of campaigns using Automation Studio, Email Studio, Mobile Studio, Journey Builder, and Content Builder
  • Lead and own customer base growth strategies with our lapsed customers (Winback) and existing member (Referral) base
  • Develop and maintain ways of working, ensuring documentation of business rules for team briefing, stakeholder approvals process, data verification, testing, and deployment activities
Requirements
  • 5+ years' experience in related positions, working with large-scale CRM and marketing automation platforms
  • Experience developing and delivering full customer lifecycle strategies, with an obsession for customer centricity that meets business objectives
  • Experience working with customer data, knowledge of data architecture/models & safe handling of data, including staying abreast of industry best practices and policies (Privacy & Spam Acts)
  • ESP/marketing automation system such as Salesforce Marketing Cloud
  • Data-driven marketer, with strong verbal, written, and presentation skills
  • Self-motivated, nimble, and results-driven in a fast-paced and deadline-driven environment
What We Offer
  • Celebrate your tenure with us - receive generous milestone anniversary gifts that grow with each year of service
  • Join a vibrant workplace culture with fantastic team-building activities and WFH arrangements
  • Prioritize your well-being - access our Flexible Spending Account (FSA) for various health and wellness needs
  • Invest in your growth - access annual training opportunities tailored to your role

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