Customer Marketing Manager – Engagement & Loyalty Customer Marketing Manager – Engagement & Loyalty

About Us

At Optus, we don’t sit back and let the future happen to us – we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. Our vision is to be Australia’s most loved everyday brand with lasting customer relationships, and we want you to be an influential and key part of delivering our new ways of working!

About the Role

This is a unique opportunity to join a truly customer focused and high-performance marketing team. The Customer Marketing Manager – Engagement & Loyalty is responsible for the design and development of the marketing strategy, execution and reporting of highly engaging campaigns to the Optus base, with a particular focus on ‘engagement’ and ‘loyalty’. Operating within a Connected Teams environment, you will work closely with many areas of Optus including Product, Go-to-Market, Legal, Service, Digital, TV & Content and Commercial.

Specific areas of responsibility include: Delivering effective creative campaigns with strong cut-through across all media channels and customer touch points including all direct customer communications, digital advertising and content (web, mobile, social), channel communications (collateral, point of sale) and other channels where relevant and Continually striving for improvements in campaign effectiveness and finding new and innovative ways to effectively engage customers. Drive improved campaign performance through an application of Best Practice Customer Marketing Techniques, with objectives including but not limited to response and conversion rates, effectiveness of communication channels, creative and channel test results and campaign ROI; Campaign execution excellence in line with agreed timelines and budget; Forecasting, reporting & analysing communications/campaign execution performance to generate learnings and enhancements; Establish, maintain and influence relationships across a broad range of stakeholders and partners including Campaign Delivery, Commercial, Product, Creative Agency, Brand, Design, TV & Content and Customer Value Management;

About You

We are looking for the following skills, attributes and experience 

• At least 5+ years marketing experience, with in-depth knowledge of customer lifecycle, ideally with experience in engagement and loyalty best practice and working with external agencies.
• End-to-end campaign management experience across channels, including eDM, SMS, App, DM, TM and online.
• Budget Management and planning experience
• Knowledge of the Australian Telco / multimedia / consumer products industry an advantage
• Strong stakeholder management and interpersonal, relationship building and negotiation skills
• Ability to make tough decisions, to quickly analyse a problem or opportunity, and identify and implement a solution.
• Data technical skills – familiarity with key data management systems that drive customer campaigns. 
• Familiarity with the following platforms: Salesforce Marketing Cloud, Google Analytics, Branch, Movable Ink, Adobe AEM
• Familiarity with key data management systems such as Pega and Lexer

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