Customer Communications Specialist

2 weeks ago

Perth, Western Australia BWA Group Services Pty Ltd Full time

About the Role

The Customer Communications Manager will be responsible for driving growth, engagement, and retention of customers for a highly regarded national brand with ambitious goals, within the Marketing Communications team.

This role will involve thinking holistically about the end-to-end customer experience and creating compelling 1:1 customer communication journeys that support customers throughout their banking lifecycle.

Your Responsibilities

  • Support the Marketing Communications Lead with prioritising, building, and deploying 1:1 communications in alignment with the wider communications strategy and business goals.
  • Work with stakeholders and marketing peers to clearly articulate a customer need or business problem and identify the right communications solution.
  • Work with data analytics to identify the right customer audience, ensuring alignment between targeting and content that delivers the best customer experience.
  • Be a subject matter expert in writing engaging content across channels, ensuring consistency of Bankwest tone of voice.
  • Implement multi-channel customer journeys in line with our standard operating procedures.
  • Proactively seek out customer insights and results to inform future communications decisions, as well as identifying opportunities to improve operating efficiency.

Your Skills and Experience

  • Demonstrated experience in a similar marketing or customer communications role.
  • Strong, versatile copywriting skills with the ability to write across multiple channels and within tone of voice guidelines.
  • Proven experience delivering exceptional end-to-end customer communications programs with strong data and customer insight rationale.
  • Strong collaborator with excellent stakeholder management skills and the ability to bring together diverse groups of people for a common goal.
  • Desire to take ownership of assigned projects and work independently, whilst remaining aligned to strategy.
  • Highly organised with strong attention to detail and time management skills, and the ability to work on a number of projects at the same time.
  • An understanding of customer data and how it can be used to deliver optimal customer journeys.
  • Ability to report and use data to gain insight and be curious as to how communications/experiences could be improved.
  • Intermediate MS Office Suite skills, including Outlook, Excel, Word, and PowerPoint.
  • Marketing or similar qualification or degree desirable but not essential.

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