Customer Journey Manager

We have an exciting opportunity for an experienced Customer Journey Manager to join Swinburne University.

The Customer Journey Manager will report to the Head of Enterprise Marketing and play an integral role managing customer audience segments and driving strategies for acquisition and conversion to meet key business and marketing objectives.

You will represent the voice of the customer within Swinburne, advocating for data-driven improvements to the customer journey. Key responsibilities will include analysing data and insights to enhance the customer experience, managing communications and content across all platforms to engage target segments, collaborating with cross-functional teams to measure and optimise the impact of customer experiences.

In partnership with the Enterprise Marketing Manager, the Customer Journey Manager develops and delivers initiatives through campaigns, personalised site experiences, and digital content. The Enterprise Marketing Team supports the Innovation and Enterprise portfolio by increasing brand awareness, consideration, and lead generation. Their key metrics include website engagement, revenue growth, partnerships, and professional learner enrolments. The team targets professional learners, corporate and government organization's, and R&D professionals, operating in an agile, collaborative environment to drive measurable outcomes.

**About You**
To be suitable for this role you will need to have experience in the below key accountabilities:
Under the broad direction of the Head of Enterprise Marketing:

- Align planning with overarching I&E strategy, and Marketing’s brand and go to market strategies to develop an annual operational strategy.
- Work with Digital Specialists (UX, CX, Insights and Analytics) to leverage data analysis tools and methodologies to identify customer aspirations, challenges, and trends, ensuring recommendations are based on quantitative and qualitative insights.
- Develop and implement effective customer acquisition and conversion strategies that contribute to the development and implementation of shared metrics and measures to assess the efficacy of tactics and strategies, and audience and client satisfaction.
- Drive customer acquisition and conversion, by designing data-driven strategies that enhance customer journeys through advanced analytics, A/B testing and personalisation. Maintain the accuracy and relevance of digital content by aligning it with audience data insights.
- Conduct deep-dive data analysis including segmentation, cohort analysis and where applicable predictive modelling to inform channel strategies, optimise messaging and refine campaign timing.
- Develop a robust understanding and knowledge of each stakeholder’s portfolio and provide expert audience and technical knowledge to stakeholders.

For more information on this role, please refer to the Position Description.

**Qualifications**
- Degree level qualifications in communications and extensive experience and management expertise; or an equivalent combination of relevant experience and/or education/training.

**About Swinburne University of Technology**
Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university - one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research, so that:

- Every Swinburne learner gets a work experience
- Every Swinburne graduate gets a job
- Every Swinburne partner gets a tech solution
- Swinburne is the prototype of global best practice

The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.

**To Apply**
Please submit your CV and cover letter addressing your suitability for this position.

To review the Position Description and to apply, please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.

**Applications Close: Sunday 12th of January 2025 at 11.59 pm**

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

**Diversity, Equity and Inclusion**
Swinburne University of Technology is dedicated to creating a varied, welcoming, and open learning and work environment that embraces diversity, promotes inclusion, ensures fair access to opportunities, and actively opposes bullying, discrimination, sexual harm, victimisation, and vilification. We appreciate every individual in our community, regardless of ability/disability, age, cultural and ethnic background, sex, sexual orientation, gender identity and expression, and family and relationship status. For further details on our efforts, please explore our Equity & Diversity