Member Communications Specialist

Full-time permanent opportunity with a dynamic, growing company within the Brand
- Hybrid working approach, a mix of WFH and office (Brisbane CBD office location)
- Great team culture and attractive employee benefits

**If you have strong communications skills, great organisation and project management abilities, and thrive on finding ways to enhance and streamline processes, this role could be for you**
- Full-time permanent opportunity with a dynamic, growing company within the Brand & Marketing department
- Hybrid working approach, a mix of WFH and office (Brisbane CBD office location)
- Lead the member communications plan for the bcu brand
- Make your mark during an exciting period of growth and transformation
- A clear development and career pathway ahead of you
- Great team culture and attractive employee benefits

We’re looking for a customer-centric communications professional to join our growing team. The Member Communications Specialist will lead the development and execution of bcu’s member communications plan encompassing mandatory, operational, and marketing communications. The role would suit someone with strong project management skills and the ability to switch between strategy and execution levels.

To be successful in this role, you’ll have experience in managing and delivering communications across digital and direct marketing channels.

Your excellent stakeholder management skills, together with your experience with customer journeys, will ensure you deliver to market on time, and within budget.

This role has a strong focus on crafting communications, working with data, and managing print and mail house suppliers.

**Your scope**:

- Lead the end-to-end management of member communications, including developing a plan and calendar encompassing mandatory, operational, and marketing communications.
- Ensure all communications are customer-focused, simple, easy to understand, and align with bcu’s brand and writing style guide.
- Management of mandatory customer communications, including working with our data and mail house partners, gathering requirements, briefing, scheduling, testing, and deploying.
- Management of member statements, including vendor briefing, crafting of messaging inclusions, approvals, data briefing, testing, and distribution.
- Develop customer journey drip campaigns, including onboarding, up-selling, cross-selling, retention, and loyalty journeys.
- Lead the member communications and engagement function across a range of cross-department projects, including product launches/updates, rate changes, statement enhancement projects, member remediations, and AGMs.
- Manage vendor and supplier relationships with data and mail house partners, including developing briefs, project management, budgeting, scheduling and deploying.
- Ensure all member communications adhere to bcu’s business processes, including seeking required Product, Legal, and Compliance sign-off.
- Identify opportunities to enhance processes to drive time and cost efficiencies, and ultimately the overall customer experience.

**About you**:

- A strategic, hands-on communications professional with a customer-centric mindset.
- Bachelor's degree in journalism, communications, marketing, or similar.
- Minimum of 4 years’ experience in a marketing communications role.
- Strong communication (written and verbal) and interpersonal skills, including the ability to negotiate, build and maintain positive stakeholder relationships and facilitate effective communication with all levels of the business
- Experience working in a financial institution or similar environment with an understanding of risk, legal and compliance requirements.
- Experience working with data and analytics, including developing data briefs, manipulating data, and providing guidance on how a data field is to drive the appropriate communication output.
- Proven negotiating skills that create mutually beneficial outcomes with internal and external stakeholders.
- Ability to multitask and meet tight deadlines.
- Demonstrated experience in project management and working as part of a bigger project team.

**About us**:
bcu is part of P&N Group, one of the largest customer-owned banking organisations in Australia. Our purpose is to enrich the lives of our members and their communities.

With a head office in Perth and corporate offices in Brisbane and Coffs Harbour, we offer retail and business banking services to Australians from all walks of life, supported by over 570 employees in group services, retail banking, broker, and business banking roles.

We’ve recently embarked on a major transformation to reimagine the future of banking for our members of today and tomorrow and make us even easier to bank with. To help us achieve our exciting and ambitious growth plans, we’re looking for talented individuals to join our team across all three states and all areas of our organisation.