Customer Engagement Strategist

1 week ago

Melbourne, Victoria, Australia beBeeEngagement Full time $104,999 - $137,499

Job Opportunity

We are seeking a Customer Engagement & Personalisation Planning Lead to join our team. As part of our Customer Engagement and Personalisation (CEP) portfolio, you will manage the end-to-end execution of the quarterly planning process and subsequent calendaring and prioritisation process.

The CEP portfolio leads a wide range of initiatives, including supporting the build of a world-class AI and decisioning engine, delivery of tactical initiatives, and the embedding of actionable insights and reporting across health insurance, general insurance, health services, retail, and international and corporate partnerships.

This role will partner with the health insurance delivery hub to support the broader cross-functional planning ecosystem and optimise how CEP functions within it. You will be pivotal in leading and optimising the existing budget management process and preparing budget-related artefacts for the CEP team.

You will have an eagle eye view over the entire portfolio of work and of the individual squads. Liaising at a program level, you will ensure that everything is on track to deliver on time and within scope, with any risks, issues and dependencies resolved.

Key Responsibilities:

  • Leading the E2E execution of the Quarterly Planning Process to facilitate customer engagement initiatives mapped against the calendar that best drives customer, business and delivery outcomes
  • Collaborating with the Head of Customer Engagement and Marketing Portfolio lead in the definition, embedment, and refinement of the QPP and customer engagement and personalisation calendaring and planning process
  • Partnering with the wider CEP team and internal stakeholders to lead the facilitation of the QPP process and to embed, optimise and uplift the QPP
  • Lead & optimise the existing budget management process, prepare budget related artefacts, process contracts and invoices for the broader Customer Engagement & Personalisation team
  • Owning and facilitating the Customer Engagement and Personalisation intake forum for new initiative requests
  • SUPPORTING THE MARKETING PORTFOLIO LEAD TO COORDINATE AND FACILITATE KEY PORTFOLIO RITUALS WITHIN CURRENT AGILE WAYS OF WORKING, AND DRIVE CONSISTENCY AND USER-FRIENDLY COMPLIANCE ACROSS THE TEAM

What do I need?

To be successful in this role, you will require:

  • A passion for strategic planning, marketing automation and putting customers at the heart of everything you do
  • Demonstrated experience working across strategic and operational environments, and in leading the planning and facilitation of presentations and workshops with stakeholders
  • Tertiary qualifications in business, customer experience, project management or related disciplines
  • Demonstrated ability to collaborate effectively; building partnerships and relationships with others to drive shared goals and objectives
  • Strong project planning, and budget management skills with experience working across strategy and operations
  • 3+ years working experience in agile delivery, planning and co-ordinating program of work for multiple agile squads

Why Work Here?

We offer a welcoming culture, flexible work arrangements, professional development opportunities, and a range of benefits to support your physical and mental wellbeing. Our people are passionate about delivering exceptional customer experiences and driving innovation in healthcare.

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