Customer Engagement Strategist

1 month ago

Melbourne, Victoria, Australia Betfair Full time
Role Overview

Betfair is a pioneering force in the Australian sports betting industry, bringing innovation and competition while prioritizing responsible practices that safeguard the community.

We are seeking an accomplished Customer Engagement Strategist to spearhead the development and execution of our customer contact and treatment strategies across all marketing channels. This pivotal role will play a crucial part in shaping how we interact and engage with customers throughout their lifecycle.

About You
  • A relevant tertiary qualification and experience in a comparable position.
  • Demonstrated expertise in Braze and familiarity with digital marketing trends.
  • Strong analytical skills and ability to derive insights from campaign data, including budget management experience.
  • Proficiency in Microsoft Office core applications, particularly Word, Excel, and Outlook.
  • A proactive mindset, intellectual curiosity, and a team-player attitude.
  • A keen interest in racing and/or sport is highly regarded.
Key Responsibilities
  1. Optimise customer communication touchpoints to streamline onboarding, reduce dormancy, enhance engagement, and maximise promotional efficiency.
  2. Lead the business through its new journey on the Braze platform, leveraging its capabilities to drive success.
  3. Provide thought leadership to the Betfair marketing team, ensuring strategic alignment with company objectives.
  4. Support customer retention projects in collaboration with the Retention team, fostering long-term relationships.
  5. Oversee annual & monthly customer marketing budgets, ensuring effective allocation of resources.
  6. Leverage the Lifecycle team to execute regular customer engagement activities, including bi-weekly newsletters and targeted campaigns.
  7. Manage performance, workload, and priorities for Lifecycle team members, driving individual growth and success.
  8. Develop a comprehensive program of 1:1 customer communication at scale, harnessing digital-driven marketing and systems.
  9. Collaborate with the Analytics and Insights team to refine promotional and engagement strategies, driving continuous improvement.
  10. Work with the Content Marketing Team to craft content strategies aligned with customer marketing initiatives and campaigns.
  11. Maximise the potential of third-party tools, including Braze, Movable Ink, Airship, and Mix Panel, to build, execute, and review campaigns across channels.
Your Benefits
  • Incredibly flexible working arrangements to suit your needs.
  • Tailored leave options, including competitive parental leave, cultural leave swap, volunteer leave, study leave, and more.
  • A genuine focus on personal and professional development, featuring Leadership Development Programs, peer-to-peer learning, and self-chosen opportunities.
  • An annual allowance of up to $2000 to invest in your growth and well-being through our BestYou program.
  • An ongoing commitment to Diversity and Inclusion, fostering a welcoming environment for everyone.
  • Supportive wellbeing initiatives, including access to our Employee Assistance Program.
  • A dedicated internal events team delivering educational, social, celebratory, and philanthropic activities.
  • A generous bonus scheme – if we succeed, you'll share in our triumph

A successful candidate can expect a salary range of approximately $110,000 - $140,000 per annum, based on location and experience. If you're passionate about Braze, customer communication, data-driven strategies, and marketing technology, this role is ideal for you.

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