Senior Customer Journeys Manager

Summary

Join Lendi Group as a Senior Customer Journeys Manager and lead the planning and execution of marketing automation projects. You will manage a team of email marketing specialists, leveraging Salesforce Marketing Cloud and other CRM systems. Responsibilities include building and optimizing marketing automation workflows, developing customer journey strategies, and collaborating with cross-functional teams. The ideal candidate possesses extensive experience in CRM, marketing automation, and digital marketing, along with strong leadership and analytical skills. Lendi Group offers a flexible work model, wellness initiatives, generous parental leave, and other employee benefits.

Requirements

• 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. (SFMC experience highly regarded)
• 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

Responsibilities

• 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
• 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

Preferred Qualifications

Experience with web personalisation platforms such as Marketing Cloud Personalisation will be highly regarded

Benefits

• We're 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
• We offer generous Paid Parental Leave: we celebrate our growing Lendi Group family with 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