Customer Experience Strategist

1 day ago

Melbourne, Victoria, Australia beBeeEngagement Full time $90,000 - $120,000

Job Title: Customer Experience Strategist

We are seeking an experienced Customer Experience Strategist to lead our Loyalty and Data department. The successful candidate will be responsible for developing and executing a comprehensive customer engagement strategy that aligns with our business objectives and drives commercial outcomes.

This includes leading the personalisation program of work across email, app & SMS, ensuring communications are delivered in a timely, accurate and personalised manner, and implementing a test-learn-optimise approach to enhance program performance.

About the Role:
  • Develop and execute a customer-centric strategy that aligns with our business objectives and drives commercial outcomes.
  • Lead and execute the personalisation program of work across email, app & SMS.
  • Ensure communications are delivered in a timely, accurate and personalised manner.
  • Implement a data-driven approach to enhance program performance.
  • Develop and execute testing plans to identify opportunities for improvement.
  • Analyse data and feedback to drive actionable insights and optimise future campaigns.
  • Analyse customer data to develop actionable insights and continuously refine the customer experience strategy.
  • Develop and maintain reporting frameworks to track the success of campaigns and journeys.
  • Provide regular updates to senior management and key stakeholders on key performance metrics and program impact.
  • Work closely with cross-functional teams, including Marketing, IT, and Customer Service, to ensure alignment and seamless execution of customer experience strategies and business objectives.
About You:
  • Minimum 5-7 years' experience in a similar role, with a strong background in Campaign Design & Delivery.
  • Experience Leading a team of Engagement Design Leads.
  • Strong analytical skills with the ability to leverage data to drive decisions and measure impact.
  • Deep understanding of customer experience metrics, including LTV, churn, and other engagement indicators.
  • Excellent leadership, communication, and collaboration skills, with a track record of leading cross-functional initiatives.
  • Bachelor's degree in Marketing, Business, or a related field.
  • Understanding in marketing automation tools and platforms, including familiarity with CRM and customer data platforms.
  • Strong project management and cross-functional skills with ability to manage, prioritise, implement, and analyse various initiatives in fast-paced environment, often simultaneously.
  • Demonstrated experience in creating, disseminating, and presenting key business insights and/or strategy initiatives clearly and concisely to various stakeholders, including senior management.
  • Strong problem-solving and critical thinking skills with an aptitude for process and customer journey design based on data and customer insights.
  • Strong financial acumen with ability to build and communicate financial business cases to support initiatives.
Benefits:
  • Generous team member discounts on all products.
  • Access to lifestyle leave and volunteer leave – arrange work around your life, not life around work.
  • A supportive leadership and team network to set you up for success.
  • Career growth and succession opportunities across the business.

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