Personalisation and Growth Lead

Our Organisation
Guide Dogs Victoria is a leader in breaking down barriers that enable our people to live life without limits.

Our organisation recognises and responds to the diverse needs and choices of our Clients. We specialise in providing high quality and safe services and supports to people living with low vision or blindness and other disabilities.

We are one of Australia's most trusted charity and an employer of choice in the disability and aged care sectors. We recognise and celebrate the diversity of our employees and volunteers and the benefits this brings to our organisation. Our people enjoy an inclusive and culturally safe work environment free from all forms of discrimination. Guide Dogs Victoria is a place where talent is recognised and innovation is encouraged.

Job Description
What life would look like at Guide Dogs Victoria
Some might say we are looking for an expectational individual – and we are - but we're also on the search for a professional, innovative person who is driven to raise the profile of Guide Dogs Victoria. We value 'head and heart' in the work you will be doing so we can create greater impact, drive meaningful change and champion blind and low vision clients, in more ways than ever before.

We are a small innovative team who work closely together and across the business. We live a wide and varied work life collaborating with our Dog, Vision services and Fundraising teams to ensure our communications are targeted and amplified where we need them to be. Your work has measurable action and impact, and you will always know that you're making a difference.

How You'll Make An Impact
As a Personalisation and Growth Lead, you will play a crucial role in supporting Guide Dogs Victoria's lifecycle, and engagement strategy to accelerate acquisition and conversion of new clients, donors, volunteers and community partners - drive continuous incremental uplifts throughout our communication channels.

Reporting to our GM of Marketing and Communications, you will be part of a team responsible for ideating and delivering personalised, orchestrated journeys that are inspiring, relevant and above all impactful. We are looking for a great candidate who is data-savvy, commercially astute and apt at working with a variety of stakeholders from fundraising, corporate and community engagement partners, our vision services team and of course our dogs' team. This person will be focused on driving outcomes that deliver high quality digital donor and new client conversion and retention that dually helps us to gain the funds to deliver our services whilst helping to drive awareness and remove stigma to help more clients achieve the independence and freedom to live the life they choose. You'll effectively leverage all digital marketing channels, tooling and data at your disposal for the best outcomes - including but not limited to digital campaigns, email, in-product communications, push and SMS.

What You'll Do

• Putting our customers (individual and regular givers, clients, volunteers and community partners) at the core of everything you do, you'll use a human-centered design approach to map who our users are, what they need and design communication journeys that ensure every engagement point we have adds value.
• Work collaboratively with the marketing, fundraising, client services, and the dog's teams to deeply understand the end-to-end customer journey (acquisition through to loyalty) to inform your strategic recommendations on the communications experience at every point in a customer's lifecycle.
• Use digital analytics to gain insights into our customer engagement behaviour that can help inform the right message at the right time to drive desired business outcomes.
• Identify and provide requirements for appropriate customer research along the lifecycle journey, to ensure we have actionable insights and are tracking and solving real audience problems.
• Ideate and drive optimisation and innovation within the customer journey ensuring that magic is happening at every touchpoint & interaction, through a continuous test-and-learn 'never done' approach.
• End-to-end development and execution of project initiatives, being on top of and managing timelines and sequencing, through to post-analysis and continual improvement.
• Regularly communicate strategy, results and program status updates to stakeholder groups, including senior leads and contribute to the repository of learnings/outcomes.
• Building communications in SFMC (emails, SMS, push), adding personalisation within assets, using dynamic content, setting up batch sends and triggered journeys at scale.
• Stay ahead of trends and platform changes applying them continuously to digital innovation and experimentation to help us continuously improve experience and outcomes.

Desired Skills And Experience
Qualifications,
Knowledge, Skills and Experience

• 5+ years of direct experience in Digital marketing Campaign Management of activation roles.
• Deep understanding of human-centred design, service design or design thinking.
• A deep knowledge and understanding of audience data and segmentation.
• Highly strategic and customer led, able to identify opportunities of value for the business and customer and create programs of work off the back.
• Live and breathe high performance, aiming for end-to-end data driven outcomes.
• Excellent project management skills and ability to juggle multiple projects at once.
• Self-motivated, achievement oriented, innovative thinker, thrive in a highly dynamic work environment.
• The ability to communicate with stakeholders the "why" for each project.
• Experience on tools such as GA4, Google Ads, Salesforce and Meta Business Manager. Ideally Active Campaign or Campaign Monitor to demonstrate email campaign experience. CMS experience.

Benefits

• A competitive remuneration package that reflects skills and experience, which includes tax free salary packaging of up to $18,550.
• 6 weeks paid parental leave.
• Support towards your professional development including paid study leave, educational assistance and an external mentoring program.
• Wellbeing program which includes an annual wellbeing calendar, discounted health insurance, employee assistance program, skin checks and annual flu vaccinations.
• Reward and Recognition program.
• Join us in making a difference in the lives of those we serve – both human and canine

Important
We are an equal opportunity employer who is known for providing a work environment that embraces and values diversity, equity, inclusion and accessibility. We encourage applicants of all backgrounds, including Aboriginal and Torres Strait Islander people, people with disabilities including low vision or blindness, people from CALD and LGBTQIA+ communities, and people of all ages to apply for our roles.

We are committed to making workplace adjustments and to support candidates through the recruitment and selection process. Please reach out to our team at if you require reasonable adjustments be applied.

Mandatory Safety Screening Checks
This role requires the successful candidate to complete and receive a clear result for National Police Check, Working with Children Check and if required, further compliance checks based on the position requirements.

We recognise and celebrate the diversity of our employees and volunteers and the benefits this brings to our organisation.
Our people enjoy an inclusive and culturally safe work environment free from all forms of discrimination.
Lived experience as a person with a disability is highly valued.
Lived experience supporting a person with a disability is highly valued.