Customer Lifecycle Communications Manager

at  VOCUS

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 communications across the Dodo and iPrimus brands. This role is responsible for providing strategic leadership and executional management of the customer marketing programs across marketing, product, and service-based customer communication activities.

What you’ll be doing day-to-day

• Leading 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, for example direct mail.
• Executing on product and service-based communications effectively, delivering key business messaging by partnering with stakeholders across the Consumer business.
• Creating and running processes to support the planning and delivery of customer marketing and communication activities, (including planning, prioritization, data/audience selection, automation, etc.), working with stakeholders across Marketing, Product, Service, Technology and Delivery teams.
• Improving reporting maturity for customer marketing and communications, demonstrating impact and value derived from activities and fostering a culture of continuous improvement and experimentation.
• Influencing, developing and collaborating on strategic capabilities that will improve overall customer marketing and communications capabilities across our digital and marketing technology landscape, (including. Salesforce Marketing Cloud, AWS, Tealium CDP).
• Championing the principles of privacy, consent and other relevant concepts to customer communications to ensure a compliant program in line with regulation and consumer expectations.
• Managing the Customer Marketing budget effectively.

What you’ll bring to this role

• Experience leading customer communication / lifecycle marketing programs across strategic and executional layers.
• Demonstrated qualities in effectively leading, developing, and inspiring people.
• Strong data acumen with a passion for customer data, insights, and results to inform effective campaigns and optimization.
• Highly developed stakeholder management and project management disciplines.
• Experience in developing customer communication capability in collaboration with broader stakeholders.
• Experience in regulated or service industries is highly regarded, telco experience is desirable but not essential.

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

What you’ll be doing day-to-day

• Leading 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, for example direct mail.
• Executing on product and service-based communications effectively, delivering key business messaging by partnering with stakeholders across the Consumer business.
• Creating and running processes to support the planning and delivery of customer marketing and communication activities, (including planning, prioritization, data/audience selection, automation, etc.), working with stakeholders across Marketing, Product, Service, Technology and Delivery teams.
• Improving reporting maturity for customer marketing and communications, demonstrating impact and value derived from activities and fostering a culture of continuous improvement and experimentation.
• Influencing, developing and collaborating on strategic capabilities that will improve overall customer marketing and communications capabilities across our digital and marketing technology landscape, (including. Salesforce Marketing Cloud, AWS, Tealium CDP).
• Championing the principles of privacy, consent and other relevant concepts to customer communications to ensure a compliant program in line with regulation and consumer expectations.
• Managing the Customer Marketing budget effectively

What you’ll bring to this role

• Experience leading customer communication / lifecycle marketing programs across strategic and executional layers.
• Demonstrated qualities in effectively leading, developing, and inspiring people.
• Strong data acumen with a passion for customer data, insights, and results to inform effective campaigns and optimization.
• Highly developed stakeholder management and project management disciplines.
• Experience in developing customer communication capability in collaboration with broader stakeholders.
• Experience in regulated or service industries is highly regarded, telco experience is desirable but not essential