Senior Manager, Customer Journeys

Company Description

Lendi Group is the new group born out of the merger of Aussie Home Loans and Lendi. As a Group we operate a multi-brand strategy across Aussie Home Loans and Lendi, pulling together a truly personalised home loans experience for the Australian audience that balances both human support and smart technology.

We’re revolutionising the industry with best-in-class technology and a suite of tools that takes the hard work out of home loans – for our Customers and Brokers alike.

Diversity, Equality, and Inclusion are fundamental to the success of Lendi Group. We’re passionate about fostering an environment where our team members feel valued and supported and we celebrate everyone’s unique identity.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

What’s the role?

The Senior Manager, Customer Journeys, is responsible for the strategic oversight, planning, and execution of marketing automation projects across Lendi Group. This role leads the development and delivery of customer lifecycle journey campaigns, driving the strategic direction for on and off-platform communications, and managing a team of email marketing specialists. The ideal candidate will have a strong background in CRM systems, strategic planning, and team leadership, with a focus on delivering highly personalised customer experiences. 

Job Description

Strategic Oversight and Planning: 

• Own and lead the creation, build, and delivery of marketing automation projects. 
• Drive the strategic direction for customer journey initiatives, ensuring alignment with business objectives and customer relevance. 
• Drive and measure commercial impact from Journey initiatives. 
• Develop and implement new strategies to optimise customer journeys and enhance the overall customer experience. 

Team Leadership: 

• 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. 

Content and Communication Strategy: 

• 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.

CRM and Marketing Automation: 

• 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. 

Data Analysis and Optimisation: 

• 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. 

Cross-Functional Collaboration: 

• 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. 

Governance and Compliance: 

• 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. 

Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or a related field. A Master’s degree is preferred. 
• 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. 
• 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. 
• Experience with web personalisation platforms such as Marketing Cloud Personalisation will be highly regarded

Additional Information

What's in store for you at Lendi?

• A dynamic and innovative work environment.
• Opportunities for professional growth and development.
• The chance to make a significant impact on the future of AI at Lendi Group.

We support our people in a variety of ways, but a few of the benefits that that out people rave about include:

• 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

We’re committed to building a diverse and inclusive community for everyone at Lendi Group. Creating a culture that is representative of the world we live in makes us better people and our organisation gains tangible benefits, ultimately this creates a melting pot of creativity.