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 

There is an exciting opportunity for a Wellbeing Specialist to join our dedicated Health, Safety and Wellbeing team. 

You will be responsible for driving the psychosocial risk strategy, designing and implementing psychosocial risk controls for a complex operating environment, and implementing wellbeing initiatives across the business. From reporters and journalists working in war zones to participants on reality TV shows, you will identify, develop and implement programs specific to industry in order to support a holistic and industry-leading approach to mental health and wellbeing at Nine.

Day to day you will: 

• Drive the formation and roll out of the psychosocial risk framework and strategic wellbeing objectives 
• Design and implement wellbeing and mental health programs
• Respond to and assist with problem-solving employee wellbeing queries
• Drive a health and wellbeing culture from a behavioural and compliance perspective
• Design and implement frameworks, tools, processes and other mechanisms related to psychosocial risk, health and wellbeing 
• Lead health and wellbeing monitoring, including managing functional and psychosocial risk
• Support the broader Health, Safety and Wellbeing team as necessary 

• Are you a Talent Acquisition superstar who is passionate about leveraging their strategic sourcing & search capabilities to identify and attract the best talent?
• Join a fun and down to earth in-house Talent Acquisition team with the opportunity to be involved in some great initiatives planned for the year ahead!
• Hybrid work arrangements available from our Sydney offices and from home

Your opportunity

We have a great full-time permanent opportunity for a motivated and experienced Talent Acquisition Specialist to join our People & Culture team.  You will be responsible in providing high quality talent acquisition services to the NRMA Group ensuring that new recruits meet the strategic needs of the business, and that hiring managers are supported to successfully identify and on-board talent in a way that is consistent with the NRMA Group employer brand and the Culture Playbook. You will be passionate about driving attraction and engagement strategies as well as providing an exceptional experience for candidates throughout the process.

This role will offer a hybrid work arrangement with the opportunity to work from our Sydney CBD and/or Sydney Olympic Park offices and from home.

Your key responsibilities include:

• Responsible for running end-to-end recruitment lifecycle process including working with hiring managers to gain a detailed position brief including consulting on sourcing strategies, ideal candidate profile, recruitment approach and budget usage
• Adopt a variety of tools and search methods to source passive and active candidates and build talent pipelines
• Run, evaluate and adjust selection processes, based on experience.
• Screen candidates thoroughly and provide short-lists to hiring managers with guidance/coaching around candidate key attributes, career drivers and expectations
• Coordinate interviews and run, evaluate and adjust selection processes, based on experience
• Manage pre-employment screening processes including reference checks, medical and criminal checks
• Provide constructive feedback to successful and unsuccessful candidates
• Negotiate and finalise employment offers for candidates
• Educate / partner and coach hiring managers on best practice throughout the process to ensure that NRMA’s employer brand is enhanced, including regular engagement and communications at key journey points throughout the recruitment lifecycle
• Provide monthly requisition and candidate reporting data for inclusion in group reporting
• Adhere to candidate data management process – CV and personal detail storage, including ensuring that recruitment tools are used effectively and that accurate information is entered into the system and appropriately distributed.
• Where required liaise with vendors to source suitable candidates and/or to achieve talent outcomes.
• Contribute to Talent Strategy initiatives and/or Talent projects as required for the role.
• Provide operational support across the Talent function during peak periods.

Requirements for Success 

• Demonstrated 3+ years’ talent acquisition/HR experience with Corporate and frontline/operational roles in a medium-large organisation
• Tertiary level qualifications in a relevant discipline (e.g. business, human resources, psychology) (desirable but not essential)
• Recruitment and marketing brand experience (desirable but not essential)
• Demonstrated experience in strategic sourcing and search using a variety of tools and methods to attract diverse talent (both passive and active)
• Experience in developing, implementing and maintaining talent pipelines for key roles
• Proven track record in a fast paced, deadline driven environment
• A strong communicator with relationship development experience including the ability to engage and influence key stakeholders through true partnership including hiring manager, candidates, business owners and vendors
• High degree of organisation and time management with the ability to prioritise multiple tasks in a faced paced environment
• A flexible approach based upon changing business needs, market conditions and workload allocation
• High level of accuracy and attention to detail
• Intermediate to advanced computer skills including MS Office and experience with talent software platforms using Smart Recruiters and/or another recruitment system
• An understanding of HR & IR laws and their impact on the recruitment process.

What's in it for you?

At the NRMA we aren’t just about discounts (although you do get these). We know everyone leads unique lives, and it’s about those things that add up to make life both at work and outside of work just right for you. 

• Progressive flexibility and well-being benefits to balance all of life's priorities
• Travel discounts on car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
• Complimentary myNRMA membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on all NRMA insurance products including car, home & travel
• Opens the door to other opportunities across the NRMA Group

At the NRMA inclusion and diversity are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. It fuels our innovation, promotes flexible ways of working and connects us closer to our members and the communities we serve.

• We made the 2022 AFR Boss Best Places to Work List
• Recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality
• Certified as a Family Inclusive Workplace
• Awarded 2022 Australian Workplace Equality Index (AWEI) Bronze Employer & 2022 AWEI Most Improved Employer

Successful applicants will be required to complete pre-employment checks.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes.

About the Job:

Lifebyte Systems is seeking a highly motivated and experienced Project Management Specialist to join our team. As a Project Management Specialist, you will play a critical role in overseeing and managing projects from initiation to completion. You will collaborate with cross-functional teams, including software development, engineering, and quality assurance, to ensure successful project delivery.

Key Responsibilities:

• Lead and manage projects, ensuring they are delivered on time, within budget, and meet quality standards.
• Develop detailed project plans, including timelines, resource allocation, and deliverables.
• Collaborate with stakeholders to gather project requirements and ensure alignment with business objectives.
• Identify and manage project risks, providing proactive solutions to mitigate impacts.
• Effectively communicate project progress, risks, and issues to stakeholders and senior management.
• Coordinate and prioritize tasks and resources to meet project deadlines.
• Facilitate meetings and workshops to gather input, drive decision-making, and resolve conflicts.
• Ensure adherence to project management best practices and methodologies.
• Continuously monitor and evaluate project performance, identifying areas for improvement and implementing necessary changes.

• Bachelor's degree in IT, Computer Science, or related field.
• 1-3years of experience in project management, preferably in the software development industry. PMP or PRINCE2 certification is a plus.
• Strong knowledge of project management methodologies and best practices.
• Experience with project management tools and software.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work well in a fast-paced, dynamic environment.
• Strong organizational and time management abilities.
• Strong attention to detail and ability to manage multiple projects simultaneously.
• Proven ability to collaborate effectively with cross-functional teams.

• Celebrate your tenure with us! Receive generous milestone anniversary gifts that grow with each year of service.
• Join a vibrant workplace culture with fantastic team-building activities, fostering camaraderie and collaboration among colleagues.
• Prioritize your well-being! Access our Flexible Spending Account (FSA) for various health and wellness needs.
• We support you during difficult times. Receive one additional paid day off for each occasion of family bereavement.
• Cherish life's milestones. Enjoy paid time off for your marriage occasion.
• Welcome your newest family member with a special gift!
• Invest in your growth! Access annual training opportunities tailored to your role.