Customer Lifecycle Communications Manager
452 Flinders St, Melbourne VIC 3000, Australia Req #1975
Wednesday, 20 March 2024
Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
The Opportunity
As Customer Lifecycle Communications Manager you'll create a customer centric approach to our direct communications by leading a team responsible for the program of customer comms activities across the Dodo and iPrimus brands. This role is responsible for providing strategic leadership and executional management of the customer communications programs across marketing, product and service-based activities, as well as the strategic build of activities designed to move our capability forward.
What you’ll be doing day-to-day
* Lead the Customer Marketing program across eDM, SMS, direct mail, outbound and other applicable channels to generate business outcomes including sales (cross-sell, upsell, etc.), improved retention, feature take-up and more. This may also include input to or delivery of prospecting utilizing direct channels (e.g. direct mail)
* Execute on product and service-based communications effectively, delivering key business messaging and optimising critical customer journeys by partnering with stakeholders across the Consumer business.
* Create and run processes to support the planning and delivery of customer marketing and communication activities (inc. planning, prioritization, data/audience selection, automation, etc.), working with stakeholders across Marketing, Revenue, Service, Technology and Delivery teams.
* Improve reporting maturity for customer marketing and communications, demonstrating impact and value derived from base management activities and fostering a culture of continuous improvement and experimentation.
* Lead, develop and collaborate on strategic build capabilities that will improve overall customer communications and base management capabilities across our digital properties and marketing technology landscape (inc. Salesforce Marketing Cloud, AWS, Tealium CDP). This could include channel capability and expansion, data strategy and governance, prioritisation engine, audience selection models, etc.
* Understand and champion principles of privacy, consent and other relevant concepts to customer communications to ensure a compliant program in line with regulation and consumer expectations.
* Manage the Customer Marketing budget effectively, working with Marketing Operations and other budget owners as required.
What you’ll bring to this role
* Experience leading and scaling customer communication / lifecycle marketing programs across strategic and executional layers.
* Demonstrable experience developing customer communication and data capability in collaboration with broader stakeholders including Marketing, Revenue/Product, Technology, Service, etc.
* Strong data acumen with a passion for customer data, insights and results to inform effective campaigns and optimisation.
* Highly developed stakeholder management and project management disciplines
* Demonstrated qualities in effectively leading, developing and inspiring people.
* Telco experience desirable, however not required. Experience in regulated or service industries highly regarded.
What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
* Diverse and dynamic teams with a supportive and inclusive culture.
* Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
* Flexible hours and a hybrid working environment.
* Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
* Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service!
* Study assistance programs to excel your personal growth, learning and development.
* Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.
Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.
With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
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