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Head of Marketing Customer Engagement
2 weeks ago
About us
P&N Group is amongst the largest customer-owned banking organisations in Australia, represented by P&N Bank in Western Australia and BCU Bank in New South Wales and southeast Queensland. Our purpose is to enrich the lives of our customers and their communities.
With over $10 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 200,000 customers across Australia from all walks of life supported by over 600 employees in group services, retail banking, broker, and business banking roles.
We believe our culture is a real point of difference, and our values – Focus on Members, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.
About the role
Reporting to the Chief Retail Banking Officer, the Head of Marketing Customer Engagement & Brand is responsible for defining and leading the Group's strategic brand and marketing vision, aligning business goals and objectives with customer needs and market opportunities to drive sustainable commercial, brand, and market share growth.
The role will embed a customer-centric approach across the organisation and ensure the continued and increased focus on the customer as the centre of everything done by the Group by overseeing all marketing operations, providing leadership and strategic direction across all B2C and B2B business streams including retail banking, business banking, and broker for the organisation's consumer-facing brands.
Accountabilities will include:
- Lead the brand strategy and architecture for the Group's portfolio of consumer brands, aligning business strategy, brand strategy, and customer experience to build and sustain strong, meaningful, and unique brands in market.
- Drive the delivery of the brand strategy through brand and product campaigns to core market segments to drive business metrics including awareness, consideration, leads, membership and business growth targets.
- Develop and implement member engagement strategies to deepen member relationships through optimising products per members, increase member engagement across member segments and optimise required income lines through driving desired behavioural change in members.
- Lead and provide strategic guidance to a cross-functional, multi-brand, national team of marketing, communications, brand, and customer experience managers and specialists, empowering, enabling, and motivating the team to deliver upon the business and marketing strategy to achieve defined business objectives.
- Lead and oversee the customer communications strategy for B2C, B2B, and B2B2C audience for all consumer-facing brands, including operational and regulatory, account, service, and product communications.
- Lead, develop, and oversee the management of the Group's community engagement, sponsorship and partnership strategy.
- Lead the development and oversee the management of the Group's customer lifecycle marketing strategy to deliver timely, targeted, and personalised digital interactions to existing and new members to achieve key marketing objectives, including brand awareness, engagement, lead generation, conversion and retention.
- Develop and manage the business plan and digital marketing strategy for all consumer-facing brands across all digital touchpoints and channels. Design digital marketing activities and initiatives to align with the customer lifecycle and drive conversions at key milestones.
- Utilise data and insights to continually improve marketing efforts and drive revenue growth. Deliver regular reports to senior management on marketing campaign performance, financial results, and other key metrics, using exceptional analytics skills to provide valuable insights and strategic recommendations.
The position can be based at our head office in Perth or one of our corporate offices in Brisbane or Coffs Harbour and will be eligible for hybrid working arrangements.
What will you bring?
The successful candidate will possess the following:
- Experience in a similar position within the banking sector is highly desirable.
- A developed understanding of financial services risks and compliance regulation.
- Demonstrated capability in the development and execution of brand strategies and value propositions.
- Demonstrated experience in development and delivery of cross-functional and integrated channel media and marketing campaigns to support product sets.
- Sound understanding of the integration of target market and member segments across brand strategy and retail campaign platforms.
- Sound understanding of media channel planning and scheduling across integrated channels.
- Sound understanding of using analytics to test, provide insight, reporting creation and campaign dashboards. Exposure to different technologies for marketing analytics and execution purposes (this may include input into CRM and other tools).
- Hands on experience developing strategies and using marketing technologies including CRM, marketing automation, CMS, business and marketing intelligence, voice of customer platforms.
- Strong influencing, consultative, interpersonal and communication skills to engage and facilitate change with key internal stakeholders.
- Experience managing large media and production budgets and varied industry /agency relationships.
- Tertiary qualification(s) in a relevant field.
What we can offer you
There's life at work, and life outside of work – and we understand that.
P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.
At P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings, and especially the high engagement that comes from a culture built on belonging and inclusion. We encourage people of all abilities, backgrounds, identities, ages and cultures to apply.
To find out more about what it's like to work with us, visit or
The closing date for applications is Friday 26 September.
