Strategic Oversight and Planning:
- Own and lead the creation, build, and delivery of marketing automation projects.
- Drive the strategic direction for customer journey initiatives, ensuring alignment with business objectives and customer relevance.
- Drive and measure commercial impact from Journey initiatives.
- Develop and implement new strategies to optimise customer journeys and enhance the overall customer experience.
Team Leadership:
- Oversee and manage a team of three email marketing specialists, providing guidance, mentorship, and professional development.
- Foster a collaborative and high-performing team environment, encouraging innovation and continuous improvement.
- Ensure timely and successful delivery of all CRM automation projects, meeting quality and performance standards.
Content and Communication Strategy:
- Develop and execute industry-leading, highly personalised customer lifecycle journeys and campaigns.
- Drive the strategic direction for on and off-platform communications, including email, SMS, push notifications, and other integrated channels.
- Take an active role in the personalisation strategy, ensuring communications are tailored to individual customer needs and preferences.
- Proactively engage in the Newsroom rhythm, identifying opportunities to update and enhance journeys leveraging updated content.
CRM and Marketing Automation:
- Manage and execute all aspects of the Salesforce Marketing Cloud CRM, including data governance, designing and building complex marketing automation workflows.
- Continuously evaluate and optimise CRM workflows and automations to improve efficiency and effectiveness.
Data Analysis and Optimisation:
- Use data and various reporting platforms to analyse and understand the outcomes of journey activities, continuously optimising to improve results.
- Define segmentation criteria for batch and trigger emails/SMS campaigns and conduct A/B testing to identify best practices.
- Create data extensions using SQL scripts and ensure accurate database management.
Cross-Functional Collaboration:
- Collaborate with cross-functional partners in Product, Design, Engineering, and Distribution to develop page templates and components that are on-brand.
- Work closely with Sales teams on telephony campaigns and other customer engagement initiatives.
- Guide and teach the business on automation best practices and options based upon measurement experience and frameworks.
Governance and Compliance:
- Own the development of a content governance system, maintaining and optimising older web journeys for continued relevance and performance.
- Ensure that all journey content is accurate, consistent, and on-brand, maintaining a distinctive tone of voice for both Lendi and Aussie brands.
- Ensure compliance with all relevant regulations and best practices in email marketing and customer communications.
