Customer Communications Manager

**Customer Communications Manager**
- **Permanent Role**:

- **Location Sydney, Melbourne, or Brisbane**

**About the role**:
The Customer Communications Manager will be highly motivated and is responsible for developing and executing communication strategies that creates connected, meaningful, personalised and timely customer communications to deliver a consistent brand voice. improved customer understanding, increased loyalty and customer satisfaction, reduce detraction and complaints. uplift engagement, builds loyalty and ensures a consistent brand voice across the customer journey.

The role will establish success measures to enable effective monitoring and identification of improvements required to support continuous improvements.

**More specifically, you will**:

- Support the Head of Customer Experience to drive customer obsession, with the goal of increasing customer satisfaction, resolving pain points and reducing detraction.
- Develop a deep understanding of what drives critical customer perceptions of the brand (NPS, service quality, trust) that impact customer behaviours.
- Drive the development, activation and ongoing management of the Customer Communications Strategy, Standard and Guidelines across the enterprise.
- Develop and maintain oversight of the Assurance (Audit) Framework to ensure adherence to the Standard and Guidelines across the enterprise.
- Connection point for the functional business areas (including T&O, Docs & Notices, Policy Operations and DI) to monitor adherence to the Strategy, Standard and Guidelines, as well as drive and/or support ongoing Customer Communications requirements.
- Develop and orchestrate change management requirements to ensure consistent adoption of the Standard & Guidelines across the business, including identification and managing of risks (compliance and regulatory), issues, blockers and overall governance. Actively demonstrate and promote strong risk maturity and awareness.
- Support functional business teams to develop campaigns to educate, inform and egage customers their policies as well as other products and services as required.
- Create effective customer feedback mechanisms and monitor feedback from existing ones (ie surveys, employee feedback and complaints) to identify opportunities for improvements.
- Lead a culture of customer, and collaboration within the broader business by building engaged and collaborative relationships with key stakeholders to deliver against portfolio objectives and Customer Ambition.
- Build and promote a customer obsessed team, who can navigate complexity, and provide challenge to create a culture of simplicity, innovation and continuous improvement.
- Lead and develop the capability of others through effective coaching, mentoring and professional development.
- Contribute to the annual planning processes, such as supporting with the development of businesses cases and economic modelling for key initiatives.

**About You**:

- Tertiary qualifications in Project Management, Business, Communications and/or related qualification.
- Minimum 5 years in insurance and/or financial services experience.
- Minimum 3 years Customer Experience and Customer Communications experience.
- Experience working with senior stakeholders and developing and driving large scale change.
- Experience within both functional and Group roles.

**Key Capabilities & Competencies**:
**Customer & Knowledge**
- Advanced Communications experience, including the development of customer communication strategies to drive increased engagement and clarity for customers and employees (including digital marketing and social media).
- Skilled ability to contribute to and understand cross-functional perspectives, translating them to solutions and/or action to deliver impactful customer experience initiatives within timeframes and budget.
- Ability to analyse data and use insights to drive strategy and continuous improvement.
- Technical literacy and understanding of technical assets, comfortable with articulating, managing and developing technology solutions to support business processes.
- Ability to articulate and understand data sources and constructs, analytical methods and techniques.

**Leadership and influence**
- Autonomous prioritisation and ability to manage business activities to achieve goals within timeframes.
- Ability to build constructive and working relationships with key internal and external stakeholders.
- Ability to negotiate and influence stakeholders including senior leadership to achieve business objectives.
- Adaptable to a fast-paced operating environment within a continuously changing landscape.

**Decision making and problem solving**
- Advanced commercial acumen with strong knowledge and understanding of key business drivers.
- Advanced critical thinking with the ability to analyse information, identify key issues and develop in-depth actionable insights to drive performance improvement and make effective decisions.

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