Customer Journey Expert

Customer Journey Expert

Drive customer relationships to the next level by creating seamless, connected experiences across digital channels.

This role is central to our customer engagement strategy. Using insight, creativity, and technical know-how, you'll build personalized, timely, and relevant communications across email, SMS, and in-app channels.

The key focus of this role is to deepen customer relationships, drive retention, and maximize lifetime value by delivering connected experiences that meet the needs of each lifecycle stage and customer segment.

You'll work closely with internal stakeholders and agency partners to deliver seamless and effective automated marketing journeys and campaigns.

• Building Smart Journeys: Design and optimize automated campaigns that guide customers through personalized lifecycle touchpoints, including welcome, retention, win-back, and beyond.
• Bringing Strategy to Life: Translate marketing and customer segment strategies into actionable programs that deepen engagement, increase retention, and deliver measurable outcomes.
• Enhancing the Customer Experience: Contribute to the mapping of customer journeys, identifying friction points, and using automation to deliver seamless, consistent, and relevant digital experiences.
• Collaborating Cross-Functionally: Work closely with internal teams across marketing, product, sales, service, and digital to ensure loyalty and automation programs are aligned, integrated, and on-brand.
• Owning Creative Direction: Ensure loyalty and automation content is clear, compelling, and aligned with brand standards and values.
• Measuring What Matters: Monitor performance metrics like open rates, retention, and customer lifetime value, sharing insights, tracking ROI, and making data-driven recommendations for optimization.
• Supporting Digital and Go-To-Market Plans: Contributing to go-to-market planning, digital roadmap alignment, and campaign delivery across customer segments and channels.
• Driving Innovation: Keeping a close eye on industry benchmarks, platform performance, and emerging tools and always looking for ways to improve effectiveness and scale impact.

• Tertiary Qualification: In Marketing, Communications, Digital Media, or a related field.
• Experience: 2–3 years in loyalty, CRM, automations, and/or digital marketing, ideally in a fast-paced or collaborative environment.
• Technical Skills: Proven experience in designing and executing automated customer journeys across email, SMS, and digital channels using platforms such as Oracle Eloqua, Braze, Dotdigital, Klayvio, etc.
• Skills and Qualifications: Strong understanding of customer segmentation, personalization, and lifecycle marketing principles. Understanding of data privacy regulations (GDPR, spam compliance, deliverability, etc).
• Personal Qualities: Exceptional organizational and communication skills, with the ability to manage multiple priorities and deadlines. Experience collaborating cross-functionally with stakeholders across marketing, sales, product, customer service, and IT/digital teams.

• Part of a proudly Australian family-owned business with a strong reputation and values-driven culture.
• Work alongside a supportive and skilled team passionate about innovation, creativity, and customer experience.
• Get hands-on experience with leading marketing automation and digital platforms as part of a broader digital transformation roadmap.
• Flexible hybrid working arrangements and genuine commitment to work-life balance.
• Opportunities for learning, development, and long-term career growth.
• Access to a range of workplace health and wellbeing initiatives.