Customer Marketing Manager

Get set for your next great career move _
- Brand & Marketing, Customer Marketing
- Sydney CBD office, with flexibility of a hybrid work arrangement
- Be a part of Westpac’s supportive and inclusive team culture

**How will I help?**

You will be responsible for ensuring that customers journeys have a rewarding and contextual experience across all channels or touchpoints, regardless of the brand or service offering. It is important that all channels are effective and orchestrated to create the best outcome.

You will also be responsible for:

- Identifying and managing the frequency and type of interactions to make sure customers get the right message at the right time
- Personalising all customer interactions across every digital through to non-digital channels, to ensure offers are tailored for each customer’s financial needs
- Creating personalisation standards for group-wide best practice so all customers are addressed equitably and consistently
- Formulating connected 1:1 customer experience through Online Banking, direct and digital marketing
- Developing plans to enrich onsite to offsite connected journeys
- Ensuring all data collection principles are aligned and consumer records are kept up to date to best serve the customers’ needs
- Developing key target audience data sets, and interpret change in behaviour
- Interpreting data from insights and sales tools to consider potential campaigns to suit all potential customer journeys
- Developing personalised campaigns with specialised offers across integrated channels
- Utilising primary personalisation tools e.g. Adobe and Salesforce
- Developing all go to market multi-channel customer experiences
- Briefing potential creative content and assets to enable personalisation
- Demonstrating experience in HCD and Agile environments
- Being accountable for customer and business performance outcomes as part of the Consumer Bank scorecard
- Communicating & articulating initiative plans, impacts on / customer / commercial outcomes and potential trade-offs
- Communicating with confidence, care and genuine interest. Take personal responsibility for delighting customers and building their trust and loyalty
- Expertise sharing across the organisation and seeking insights from others to grow capability
- Keeping up to date with emerging trends and insights to drive chapter innovation and experiments to test and learn
- Coaching on a particular topic or technical expertise
- Promoting personal development by driving a continuous development culture

**What do I need?**
- You need to be customer centricity demonstrated through understanding and implementation of customer centric design
- CRM data interpretation with Excel expert
- Attention to detail - (ie experienced in campaign or channel management delivery or similar)
- Strong analytical skills including ability to identify trends and performance expectations based on operational considerations
- Demonstrated ability to align objectives and initiatives with the organisational vision and values
- A proven track record of developing and presenting value propositions
- A high level of commercial acumen and experience
- Strong proficiency in business case modelling and financial benefit modelling
- Demonstrated ability in driving a culture of fact based and data driven decision making
- To be results oriented -focuses attention on key objectives, seeking effective outcomes
- Evidence of engaging and influencing stakeholders
- Demonstrated ability to collaborate, to contribute and create effective teamwork across traditional organisational boundaries
- Ability to navigate ambiguity and show flexibility in a dynamic environment with a high/ fast rate of change
- Outstanding oral and written communication skills, in particular ability to prepare and delivery presentations to senior audiences

**What’s in it for you?**

We’re going through significant change, and this is an opportunity to work closely with our business through the next phase of transformation. You’ll play a significant part of the future of a business that has been around for over 200 years. So, we’ll back you in the development of your career, and flexible working. You’ll also keep learning to grow, backed by a fantastic team of people within a can-do, supportive structure.

**What is it like to work there?**

We aim to provide one big, supportive team to help us reach our vision to become one of the world’s great service companies. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

**How do I Apply?**

**_Do you need reasonable adjustments during the recruitment process? _**
- At Westpac we are committed to providing a supportive culture and creating inclusive and accessible workplaces, branches, products and services for our customers, employees, and community. _