We are seeking a dynamic and customer-focused professional to join our team, dedicated to delivering exceptional support and service. In this role, you will be at the forefront of troubleshooting and resolving technical issues, ensuring smooth and efficient processes across departments.

As a key player in our customer support team, you will manage complex cases, mentor colleagues, and collaborate closely with our development and product teams to drive continuous improvement and customer satisfaction. If you thrive in a fast-paced environment and are passionate about enhancing the customer experience, we want to hear from you.

• Investigate, troubleshoot, and replicate issues to either resolve them or work with the development teams for further action. 
• Ensures delivery of excellent customer service through fast and accurate processing of requests, communication, and coordinating with other departments to resolve inquiries.  
• Identify and escalate critical or sensitive cases by collaborating closely with the Customer Support Manager, ensuring timely resolution and customer satisfaction. 
• Mentor and Serve as a resource for challenging cases and process-related inquiries, providing guidance and support to the team. 
• Deliver comprehensive training on specialized topics and advanced troubleshooting techniques 
• Independently manage complex tickets, tasks, and responsibilities, ensuring that issues are resolved efficiently and effectively. 
• Act as the internal and external escalation point for intricate ticket management, leading case escalations, and offering strategic guidance to the team. 
• Investigate and resolve customer complaints, ensuring that all resolutions meet or exceed customer expectations. 
• Communicate effectively with product managers and development teams, providing clear and concise information on escalations and customer inquiries. 
• Customer Beta Testing Liaison: Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods. 
• Maintain a thorough understanding of KPIs (Key Performance Indicator) including SLAs (service Level Agreement), ensuring all customer interactions are timely and meet company standards. 
• Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods. 
• Develop and contribute to Knowledge Base articles, creating valuable resources for both internal team members and external customers. 
• Builds and maintain business relationship with clients through open and interactive communication 

Reporting into the Brand Marketing Manager, the eCommerce Marketing Specialist will be pivotal in optimising the Leafio website to drive traffic, enhance user experience, and increase conversions.

The expertise required in eCommerce marketing, particularly with Shopify Headless Commerce, will be instrumental in executing Leafio's digital strategies and achieving our growth objectives.

The eCommerce Marketing specialist will be passionate about leveraging data-driven insights to create compelling online experiences, enjoying a dynamic role in a fast-paced environment.

Key Responsibilities

• Website Optimisation

  • Analyse and optimise the Leafio website to enhance user experience and drive conversions.

  • Implement and manage A/B testing and other optimization techniques to improve site performance.

  • Collaborate with web developers to ensure seamless integration of marketing initiatives and functionalities.

• eCommerce Strategy and Execution

  • Develop and execute digital marketing strategies to drive traffic and revenue through the Leafio website.

  • Manage and optimise online advertising campaigns, including Google Ads, social media ads, and display advertising.

  • Analyse eCommerce performance metrics and provide actionable insights to improve sales and engagement.

  • Conduct keyword research and optimises on-page elements (meta tags, headings, content).

  • A/B testing and experimentation: Ability to methodically implement regular tests and analyse results to determine the most effective SEO strategies.

• Shopify Headless Commerce Management

  • Utilise Shopify Headless Commerce to design and implement customised, high-performance eCommerce solutions.

  • Work with the development team to ensure effective use of Shopify’s API and other integrations.

  • Stay updated on Shopify trends and best practices to continuously enhance our eCommerce platform.

• Content and SEO Management

  • Oversee the creation and optimization of content to enhance search engine rankings and attract target audiences.

  • Implement content updates (copy, images, video etc) to product and landing  pages.

  • Develop and implement SEO strategies to improve organic search performance and drive relevant traffic.

  • Implement on-page SEO best practices, focusing on site architecture and internal linking strategies.

  • A sound understanding of technical SEO and ability to confidently identify and implement site changes required.

• Reporting and Analytics

  • Monitor, analyse, and report on key performance indicators (KPIs) to measure the success of eCommerce initiatives.

  • Utilise tools like Google Analytics and other analytics platforms to provide regular performance updates and recommendations.

  • Ability to dissect competitor strategies and identify opportunities to win greater share of search and authority 

  • Ability to interpret data to improve on-site elements and user experience, leading to higher conversion rates

• Collaboration and Communication

  • Work closely with the marketing team to align eCommerce strategies with broader marketing goals and campaigns.

  • Coordinate with cross-functional teams, including design, development, and customer service, to ensure cohesive execution of marketing strategies.

• Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)

  • Deliver on individual and set departmental OKR and KPI’s as determined from time to time.

Reporting to the CRM Manager the role of a Lifecycle Specialist is to support the development, execution, and continuous refinement of multi-channel campaigns and lifecycle communications that drive activation, engagement and retention. The Lifecycle Specialist will analyse and report on campaign performance data to improve and optimise key metrics and campaigns. Additionally, this role will assist with the development and implementation of processes, procedures and documentation for efficient and effective use of key marketing-automation platforms.

Key Responsibilities:

Delivery and Execution 
- Work collaboratively with business stakeholders interpreting brief requirements for delivery.
- Work collaboratively with your team to ensure delivery expectations are clear and on time for delivery. 
- Manage the scheduling, building, copy,  testing, and deployment of communications across the Montu Brands Lifecycle, campaigns, research and surveys.
- Manage delivery progress in workflow tool and team channels. 

Marketing Automation 
- Configure and launch complex, data-driven journeys exercising good judgement and strong decision-making.
- Provide technical support and recommendations on conditional logic, segmentation and topics related to Marketing Automation tools, as well as troubleshooting issues.
- Assist in maintaining our CRM and Marketing Automation tools, best practices and procedures,  including data management, privacy standards and system updates.
- Work collaboratively with IT and tech teams on requirements and participate in solution designs and concepting.

CRM Strategy, Engagement and Retention 
- Map journey (contact strategy) and key moments that will deliver a best-in-class experience and commercial outcomes.
- Develop the campaign framework & content journeys that will deliver customer engagement and interactions that deepen the relationship.
- Identify opportunities for segmentation, personalised communications and optimisation.
- Utilise data-driven insights to optimise customer journeys and enhance overall satisfaction.
- Utilise CANNAVERSE educational content portal and fold into lifecycle communications where appropriate. 

Customer Research, Data Analysis and Reporting
- Utilise multiple data sources to generate insights and understand results.
- Utilise data to segment and target audiences effectively, personalising communications. 
- Drive a test-and-learn culture and conduct ongoing A/B + multivariate testing and other optimisation techniques to enhance targeting strategies.
- Conduct customer research to understand preferences, behaviours, and sentiment.
- Analyse campaign data to identify trends and provide insights.
- Report on key performance insights and propose future improvements for review.
- Work collaboratively with data team to identify and improve CX and conversion in CRM communications. 

Data governance and compliance 
- Safeguard the brand through Privacy and SPAM act compliance and best practice. 
- Stay up to date on legislation changes and educate stakeholders.
- Ensure CRM initiatives adhere to Therapeutic Goods Administration (TGA) and Australian Competition and Consumer Commission (ACCC) guidelines.
- Capture customer consent and personal data at key stages of the customer lifecycle that assist in profiling and personalisation execute comprehensive CRM strategies, including acquisition, lifecycle, and retention initiatives.

Objectives and Key Results (OKRs) 
- Deliver on individual and set team OKR’s as determined by the business 

Are you a broker, banker, or finance professional looking for a fresh and exciting opportunity in 2024? Take your career and earning potential to the next level as a Lendi Home Loan Specialist!

Our Home Loan Specialists are fully qualified mortgage brokers with the backing of a powerful brand, smart technology, and highly specialised support to fuel their income growth.

As a Home Loan Specialist, you will:

• support customers with their home lending needs virtually, via phone, email, and video chat

• be powered by the industry’s #1 home loan platform. With customers able to login to upload documents and check the status of their application, our brokers experience speed to settlement at up to four times faster than industry average

• Field pre-qualified customer appointments booked for you by our in-house sales associates. That means no time wasted with poor quality, cold leads.

• Submit deals to our in-house client solutions team for processing. Say goodbye to being buried in paperwork! Our client solutions team also proactively follow up with lenders and liaise with customers on your behalf via the platform. That means no more sitting on hold with the bank.

Thanks to our proprietary platform and pioneering processes designed to help you scale your income growth, our Home Loan Specialists are some of the most productive brokers in the industry, averaging over 12 deals a month - 4 times the industry average! But this is only the beginning…..our top performing Home Loan Specialists are lodging 30+ deals a month, and we’re working towards seeing our whole team lodge a deal a day.