Manager, Customer Communications & Experience at Westpac Group

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Marketing Strategies, CRM-led Communications, Targeted Campaigns, Customer Journey Mapping, Project Management, Data Analysis, Testing and Optimisation, Risk Management, Stakeholder Management, Direct Mail Campaigns, EDM Campaigns, Audience Segmentation, Messaging Tailoring, Brief Preparation, Success Measurement, Commercial Acumen

Industry

Financial Services

Description

How will I help? In this role, you’ll be hands on to lead customer marketing strategies that support customers through line‑of‑business change initiatives, using CRM‑led communications to inform, educate and engage. You’ll be responsible for delivering targeted campaigns, ensuring messages are relevant, timely and aligned to where customers sit in their journey. Your work will translate complex change and regulatory requirements into clear customer communications, delivered within agreed SLAs and measured through customer and delivery metrics including NPS. You’ll manage multiple initiatives end‑to‑end, owning marketing delivery timelines and collaborating with product, digital, legal, risk and agency partners to deliver communications. By mapping customer journeys across digital and service touchpoints, you’ll ensure communications extend beyond a single send and support the broader customer experience. You’ll use data, testing and optimisation to continuously improve outcomes, while maintaining strong governance and ownership of risk within the marketing stream. This position is offered as a 12-month max-term contract. What do I need? You’ll bring hands‑on experience using CRM platforms to deliver customer communications, including direct mail and EDM campaigns, ideally within a change, regulatory or highly governed environment. You understand how to segment audiences, select appropriate channels and tailor messaging based on customer needs and lifecycle stage. Strong communication skills are essential, along with the ability to prepare clear briefs, define success measures and deliver customer‑led outcomes. You’ll also have proven project management experience, with the ability to manage multiple initiatives, build and track delivery timelines, and keep stakeholders informed of progress and risks. You’re data‑driven and commercially minded, using insights and customer feedback to improve effectiveness, and you apply risk management principles with discipline. A growth mindset, attention to detail and the ability to deliver at pace across competing priorities will be key to success in this role. Why join us? We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that: * Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates! * Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave. * Tailored learning and development opportunities to help your grow your career within the bank. * Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives Create your future today To get started, simply click on the APPLY or APPLY NOW button We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community. If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website [https://www.westpac.com.au/about-westpac/inclusion-and-diversity/Inclusion-means-everyone-matters/disability-and-accessibility/]. We’re all about helping our people grow and succeed. Whether you’re a current employee, trainee, or intern, we’re committed to your career development Check out our FAQs and internal support resources here. [https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsm2.sn.westpac.com.au%2Fesc%3Fid%3Dkb_article%26table%3Dkb_knowledge%26sysparm_article%3DKB0082217%26sys_kb_id%3D06a3158c934d5a1035b8bbc47aba1009%26spa%3D1&data=05%7C02%7Cbradley.monks1%40westpac.com.au%7C619b621b6002443ff52f08dce131bf8a%7C57c64fd466ca49f5ab382e67ef58e724%7C0%7C0%7C638632850985687958%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=UAFiSCoUqFDB%2F46rE%2FQACVYPf85AwJ2Vn5%2BXAMeV3Jc%3D&reserved=0]

Responsibilities

The role involves leading customer marketing strategies to support line-of-business change initiatives using CRM-led communications to inform, educate, and engage customers. Responsibilities include delivering targeted campaigns, translating complex requirements into clear communications, and managing multiple initiatives end-to-end while collaborating with various internal and external partners.