Senior Customer Journeys Manager

Summary

Join Lendi Group as a Senior Customer Journeys Manager to lead marketing automation projects, manage a team of email marketing specialists, and drive customer experience improvements.

Requirements

• Bachelor’s degree in Marketing, Communications, Business, or a related field
• Minimum of 8-10 years of experience in CRM, marketing automation, and digital marketing
• Proven track record of developing and executing successful customer journey strategies
• Strong leadership and team management skills, with experience overseeing a team of marketing specialists
• Proficiency in Salesforce Marketing Cloud, Adobe Campaign, Braze, or similar platforms
• Strong understanding of HTML emails, landing pages, SMS, and push notifications, with experience in SQL and AMPScript preferred
• Excellent analytical skills and the ability to use data to drive decision-making and strategy refinement
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Commercial acumen and the ability to align marketing efforts with business objectives

Responsibilities

• Manage and execute all aspects of the Salesforce Marketing Cloud CRM
• Continuously evaluate and optimise CRM workflows and automations to improve efficiency and effectiveness
• Own and lead the creation, build, and delivery of marketing automation projects
• Drive and measure commercial impact from Journey initiatives
• Develop and implement new strategies to optimise customer journeys and enhance the overall customer experience
• 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
• 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
• 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
• 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
• 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

Benefits

• Flex First – We've embraced a hybrid, flexible working model that adapts to team members needs and lifestyles
• A vibrant, relaxed, yet professional culture
• Wellness initiatives with a strong focus on psychological safety
• Paid Parental Leave: 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers
• An additional week’s Loyalty Leave each year after reaching 3 years’ service
• A 24/7 Employee Assistance Program service providing counselling and support