Customer Engagement Manager job in Sydney

Are you passionate about customer engagement, data and analytics? Australian Ethical are seeking a Customer Engagement Manager who will be responsible for managing our customer lifecycle in order to grow business, retain customers and increase customer satisfaction. The ideal candidate for this newly created role is an analytical thinker and thoughtful leader with experience in B2C customer-centric marketing environments.

Based in the heart of Sydney’s CBD, Australian Ethical is Australia’s leading Ethical investment and superannuation company. We run our business in accordance with our social and environmental charter, which has remained unchanged since 1986, placing ethical screening on all our investment decisions. We are Australia’s fastest growing superfund by funds under management and number of new members.

Australian Ethical is a certified B Corp and was the first ASX-listed B Corp in Australia. The company was recognised as one of the ‘Best in the World companies of 2017’ by B Lab. We meet rigorous standards of social and environmental performance, accountability, employee engagement and transparency throughout all our company practices.

Your responsibilities will include:
• Manage the customer on-boarding journey and regular member engagement campaigns
• Develop segmentation and propensity model campaigns
• Analyse member base, behaviour modelling, and campaign results to deepen our relationship with customers through further growth and product penetration
• Manage a direct report (one person) for the seamless delivery of all member engagement, communications and sponsorships
• Transition members to our future state customer journey to drive customer satisfaction, measured through Net Promoter Score (NPS)
• Manage the delivery of product and mandatory communications to members, including but not limited to statements, significant event notices, etc.
• Work closely with external and internal teams to ensure member engagement and sponsorships strategies are delivered according to KPIs
• Be a brand ambassador and ensure that the customer experience is consistent across all touch points, whilst monitoring competitor and industry activity

What you’ll need:
• Minimum of 5-7 years of experience in B2C customer-centric marketing environments
• Experience using Customer Relationship Management tools (CRMs) and Content Management Systems (CMS)
• Experience managing, coaching and developing team members
• Understanding of customer journey design principles, journey mapping and agile project management
• Active interest and experience in purpose-driven, cause-related businesses, including those with a social or environmental impact.
• Degree in Marketing and/or a related field
• Alignment with values – action, empathy, wisdom and authenticity

Desirable:
• Preferred experience in the B2B channel (particularly financial planning)
• Sponsorship management experience
• Finance-related qualifications/certificates (eg RG146 compliance)
• Interest in wealth management products and services

Perks:
• Recently refurbished office in the heart of the CBD with a living and breathing ‘green wall’ and table tennis table
• Training and development opportunities
• Regular employee wellbeing initiatives including quarterly massages, annual health checks and flu vaccination
• Fully stocked kitchen with healthy, organic produce
• Free travel insurance for you and your family
• Personal health and fitness allowance
• 2 paid purpose aligned volunteer days annually
• Generous annual and parental leave policy

Applicants are asked to forward their resume and a cover letter to Amy Tolson (02) 8276 6280 vacancies@australianethical.com.au by Monday 26 March 2018.