Customer Engagement Manager - Sydney, Australia - Scentre Group

Scentre Group

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

**Customer Engagement Manager, Westfield Plus

Our Story
Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand. Our purpose is to create extraordinary places, connecting and enriching communities.

We partner with the world's leading retail brands to create the places more people choose to come, more often, for longer.

Our 42 physical destinations are the heart of our business because we are passionate in our belief that people want to come together in the real world.

We are also ambitious to grow, by expanding and enhancing the total Westfield experience through technology, digital products, data and differentiated customer experiences.

Over the last two years we've introduced Westfield Plus - our customer membership experience.

Through Westfield Plus we build direct personalised relationships with our customers, and we deliver valuable benefits that elevate the total customer experience - both physically and digitally.

We have now built our membership base to over 3 million customers.

And we are focused on expanding and enhancing our membership program to deliver beautiful experiences that connect the digital and physical experience with Westfield like no other.

We're looking for people to join our team and help us build an exceptional program that will transform the experience of Westfield for all our customers.

Your opportunity
Our purpose is to create extraordinary places, connecting and enriching communities. We deliver this by providing places that more people choose to come, more often, for longer.

Achieving this purpose stems from our ambition to grow the business by becoming essential to people, their communities and businesses that interact with them.

This is an exciting opportunity to join the Scentre Group marketing team, working on Westfield Plus team in their year of transformation, as they work towards reshaping the future of the membership program in 2023 and beyond.

As the Customer Engagement Manager, you will play a pivotal role in planning and executing our 1:1 lifecycle and engagement campaigns to drive customer advocacy, program engagement and commercial outcomes for Westfield Plus and the broader business.

Working closely with the marketing and data teams, you will actively seek out opportunities to evolve the customer communications strategy to deliver personalised, relevant communications to our customers and continually experiment, test and learn to improve customer engagement.

The role requires close collaboration with multiple stakeholders within the Support Office to achieve success in this role, including Product Owners, Marketing Teams, Brand & Content, and Data Teams.

Develop and establish key elements of lifecycle and engagement communications for Westfield Plus, ensuring adherence to brand policy, guidelines and established business processes
Leveraging the brand guidelines, develop and evolve the creative and copy for 1:1 lifecycle and engagement communications.
Support ideation and delivery of crosschannel lifecycle management campaign workflows from within our customer engagement platform, Braze.
Lead the analysis of comms performance, identify areas of improvement, and drive continual enhancement of communications strategy and execution
Support the evolution of the personalisation strategy for Westfield Direct, leveraging insights to build out new use cases.

What will set you
apart from the rest?

5yrs+ experience within a CRM or marketing automation role
Prior experience working with a marketing communication platform. Prior experience with Braze is highly desirable.
Prior experience in developing direct comms copy and agency briefing on creative requirements,
Prior experience with Tableau or BI Reporting Tools.
Data driven lifecycle management experience using trigger/event data
Highly numerical & analytical, with the ability to translate insights into strategy
Strong interpersonal skills and relationships, including proven ability to work with multiple stakeholders
Cando attitude, highly curious, with passion and integrity

What sets us
apart from the rest?

Diverse career paths across our vertically integrated business
Ability to innovate in a company that not only encourages it but will facilitate it
We're committed to creating a workplace culture in which women and men are equally represented, valued and rewarded
Competitive benefits including 18 weeks parental leave (no waiting period), volunteer days to work with our charity partners, health and wellbeing discounts, and ability to purchase extra annual leave

Our diverse and inclusive workforce is not only something we're proud of, but something we're committed to. We encourage and support our people to bring their 'whole selves' to work every day.

This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve.

Our