Chapter Lead, Customer

**Do work that matters**

As a Chapter Lead, Customer, you will l ead a team of Marketing Managers in the development and execution of marketing propositions that are relevant and differentiated across the Customer portfolio, with a particular focus on scams and fraud. You will act as a conduit between Retail and Business Marketing teams to ensure plans and campaigns are aligned, connected and relevant. You will champion the Customer strategy and find opportunities for integration across the business.

**This role is a 12-month fixed term opportunity.**

**See yourself in our team**

Consumer Marketing is a Centre of Excellence (CoE) within the Marketing and Corporate Affairs function at CommBank. We directly support the Retail Bank leadership team and deliver toward Retail Bank priorities through either persistent membership of business teams, or through a ‘flow to work’ model.

The Customer Marketing Chapter is end-to-end accountable for defining and executing the marketing strategy for the Group’s high priority customer-level programs.

**On any given day, you will**:

- Lead a team of Marketing Managers to develop marketing strategies for scams and fraud to best drive awareness, improve education and reduce customer losses.
- Lead the execution of the scams and fraud strategy and subsequent marketing activities, liaising with core stakeholders across Retail and Business Bank marketing teams.
- Lead a squad as Product Owner to plan, prioritise and deliver on our scams & fraud awareness and education agenda.
- Support in the launch of new products, technology and customer journeys for scams and fraud.
- Get creative to design and execute campaign ideas that make scams and fraud relevant to different customers groups in different channels
- Collaborate with core internal partners to design and execute strategic campaigns across the scams and fraud portfolio.
- Facilitating increased advocacy from customers through clear articulation of value exchange and influencing design of experiences that are simple and straightforward for customers to navigate.
- Influence core partners via membership in cross functional agile teams who will execute go-to-market plans and customer communications strategies to meet business and customer objectives.
- Execute customer-level reporting, including results on business objectives, initiatives, key results, learnings and next steps.

**We want to hear from you if this sounds like you**:

- Integrated marketing and communications experience with a focus on targeted below-the-line marketing.
- A passion for customer data, insights and results to inform effective campaigns and optimisations.
- Advanced stakeholder management, project management, analytical and strong verbal and written communication skills.
- Strong presentation skills with seni or stakeholders.
- Experience in people leadership both directly and across cross-functional ‘virtual’ teams of various disciplines to build and execute on customer centric plans.
- Commercial acumen and ability to track, optimise and demonstrate ROI/ROMI from campaign metrics.
- Creative thinker with problem-solving/growth mindset and the ability to work in an agile and fast-paced environment.
- Risk Mindset - all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
- Exposure to working across customer-led and product-agnostic programs of work highly regarded.
- Experienced Chapter Lead and even better if you are comfortable managing data squads.

**_Working at CommBank
- **
- At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role _you’re _interested in. _

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Advertising End Date: 18/05/2025