Lifecycle Communications Manager - Brand & Customer Experience
Location: Sydney, Melbourne, or Brisbane
Employment Type: Permanent
Reporting to: Head of Digital & Customer Marketing
About The Role
We're looking for a highly analytical and customer-focused Lifecycle Communications Manager to lead the design and optimisation of personalised, data-driven customer journeys across digital channels using Salesforce Marketing Cloud.
This role is pivotal in shaping strategic direction and journey mapping for lifecycle campaigns that drive acquisition, engagement, retention, and long-term customer value.
You'll leverage customer insights, segmentation, and marketing automation to deliver tailored experiences across the customer lifecycle.
Key Responsibilities
Strategy & Planning
Develop and own the 1:1 customer journey strategy aligned with lifecycle stages and business goals.
Ensure all journeys are backed by customer and business benefits with sound business cases.
Translate customer insights into tailored experiences across acquisition, onboarding, nurture, and retention.
Collaborate with Digital and Customer Marketing to ensure timely and budget-conscious delivery.
Lead quarterly deep dives into customer behaviour and insights to optimise journeys.
Journey Mapping & Optimisation
Map current and future-state customer journeys, identifying pain points and personalisation opportunities.
Define targeted journey flows using marketing automation and CRM platforms.
Support A/B testing and experimentation to improve performance.
Personalisation & Segmentation
Create dynamic audience segments based on behaviour, preferences, and lifecycle stage.
Collaborate with Data Science, Reporting, and Analytics teams to inform strategies.
Collaboration & Stakeholder Management
Champion 1:1 customer journeys to drive unit growth and enhance customer experience.
Integrate communications across the wider business for seamless customer engagement.
Promote the value of personalised journeys across teams.
Work closely with the Customer 1:1 Manager and Digital Growth Manager on campaign execution.
Partner with brand, portfolio, and customer service teams to align journeys with their goals.
Serve as the subject matter expert for all 1:1 communications and personalised experiences.
About You
Bachelor's degree in marketing, Statistics, Data Science, Business, or related field (master's preferred)
5+ years in CRM, marketing automation, digital marketing, or customer experience
Strong experience designing and managing lifecycle or trigger-based campaigns
Technical Competencies
Proficiency in Salesforce Marketing Cloud (preferred), Adobe Campaign, Braze, Oracle Responsys
Deep understanding of customer segmentation, personalisation tactics, and analytics
Experience with A/B testing and journey performance optimisation
Strong stakeholder and project management skills
Data-driven mindset with strong analytical and reporting capabilities
Excellent communication and collaboration skills
What We Can Offer You
Discounts and offers on a range of insurance products
A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
Invest in your brighter future with ongoing study support and career development programs.
Give back to our communities with payroll giving, donation matching and paid volunteer leave.
Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
Employee benefits | Suncorp Group
At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected.
We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.
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