Customer Experience Strategist
About the Role
We are seeking an experienced Customer Experience Strategist to join our team. The successful candidate will play a key role in delivering exceptional customer experiences and driving revenue growth through data-driven marketing strategies.
This is a permanent full-time position, 100% onsite, based at our Byron Bay HeadQuarters, working Monday to Friday, 8-4pm or 9-5pm - you choose. For Gold Coast based candidates, there is flexibility to work 1-2 days per week from our Varsity Lakes Office, with the remaining days spent in our Byron Bay HQ.
Key Responsibilities
* Own and manage customer lifecycle journeys and email marketing automation programs
* Leverage Salesforce Marketing Cloud to deliver highly personalised, data-driven campaigns focused on loyalty, growth, and retention
* Create marketing automation programs within Salesforce Marketing Cloud Journey Builder and work with IT, operations, design, and content teams to create and improve journeys across both marketing-focused and transaction email programs
* Deliver and manage direct marketing campaigns using Salesforce Marketing Cloud and OneSignal to the subscriber database (email, SMS, push etc), and monitor, analyse, and report on campaign performance with structured A/B testing on a regular basis to improve BAU performance
* Create test scenarios for applications and enhancements, ensuring functional requirements are met
* Implement subscriber segmentation enhancement and improvements, auditing, and ensuring the health of the subscriber database
* Provide recommendations on improvement of data capture and system integrations to improve customer communications
* Meet KPIs and develop strategies to ensure the effectiveness and efficiency of marketing initiatives
* Demonstrate excellent attention to detail and strong project and time management skills to ensure all tasks are completed accurately and efficiently
About You
* A high level of expertise and hands-on experience with Salesforce Marketing Cloud to execute and manage campaigns effectively
* Tertiary qualifications in marketing or a relevant discipline
* Experience launching eDMs to a predefined subscriber list as well as new customer segmentation
* Experience with lifecycle review and implementation and/or implementing integrated solutions including other Salesforce Marketing Cloud technologies, cloud-based marketing solutions, and integration services
* Business and process analysis skills
* SQL, HTML, and CSS experience
* The ability to undergo a Qantas background check
Benefits
* A competitive salary package
* The opportunity to learn, develop, and advance your career
* A fun, casual working environment where shoes are optional
* Staff travel discounts
* An Employee Assistance Program
* Savings on groceries, electronics, and homewares
* Volunteer leave to give back to the local community
* Generous parental leave support program