Job Description
It starts with YES!At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.We require a strong data-driven CRM marketer to develop and implement initiatives, using insights to identify and develop opportunities to derive value from the base plus driving outcomes outside of Customer Engagement to positively influence the customer experience to increase engagement, retention and growth.Your responsibility for initiatives will be end to end, from strategy through to delivery. You will execute across all direct marketing channels, working collaboratively across the business with multiple stakeholders at all levels to ensure that an optimal customer experience, based on analysis and insight is delivered, irrespective of the channel in which the customer is engaging.Our passion for measurement and optimisation is also evident in all our work. This will be a key requirement for all work implemented to ensure that we effectively report, learn and optimise our activity to drive performance and continually improve on the customer experience.Your day in the life at OptusWorking in partnership with the Agile squad to effectively prioritise and deliver those initiatives which will drive the best customer and commercial outcomes, defined by our key metrics.Delivery of automated omni-channel campaigns end to end to drive the business and customer outcomes we need (commercial, engagement, growth, retention) primarily via email, SMS, in-app messaging, push notifications and Outbound Telesales.Supporting the creative development of initiatives, working with external and internal creative agencies to develop and deliver outstanding customer marketing campaigns.Understanding key customer lifecycle moments and ensuring that the best possible customer experiences are delivered for our customers across these. As part of this the campaign customer journey and overall customer contact strategy will be considered to drive engagement, growth and retention from the base.Ensuring all initiatives ladder up to our strategy, have clear outcomes and are measurable. Effectively report on activity, find opportunities for optimisation and test and learn to achieve higher conversion and engagement.Working collaboratively with a wide range of partners to ensure customer focused business strategies, outside of campaigns are delivered which will also have a positive impact on our strategic metrics.Keeping up to date with movements on our base and what may be the drivers of these. Use this insight to identify opportunity and guide prioritisation of work.Looking for ways to further support automation and capitalise on technical capability to drive a better customer experience and personalisation at scale to deliver better commercial outcomes.Your skills to pay the billsProven experience in a customer marketing role with responsibility for customer base management/CRM across the four pillars of growth, retention, engagement and service.Preferred experience in B2B marketing and Telco.Extensive experience in delivering outstanding, customer focused, omni-channel campaigns.Strong strategic, analytical, communication, collaboration, stakeholder management and project management skills.Ability to identify and drive initiatives and opportunities that will positively impact our key metrics.Demonstrated ability to work on multiple initiatives concurrently, adapt quickly and effectively prioritise.Consistent track record using analysis and insights to identify the key opportunities that will transform a customers’ experience to drive advocacy.Perks we love at Optus3 days in the office, 2 days remote – with flexible hours to suit.Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20 min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office.Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University).Inclusive paid parental leave, up to 14 weeks for the primary care giver.All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’.Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network.Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email along with your preferred method of contact and we will be in touch.For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.#LI-TJ1Singtel
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