Digital Adoption and Usage Lead

Location: Melbourne, Victoria
Job Type: Permanent / Full Time
Contact: Michelle Young

About the Company
Our client is a large business with a focus on delivering energy solutions to Australian consumers, undergoing positive transformation to drive outstanding customer centric outcomes. They deliver sustainable solutions and are passionate about being a good neighbour. They are regularly recognised as being one of the best places to work, provide flexible working options and truly support their people to be passionate and accountable for customer focused outcomes. This organisation is on a digital transformation journey which has seen significant investment being made in digital infrastructure, and has the support of the senior executive.

About the role
Reporting to the Digital Product and Growth Leader, this role will be responsible for radically increasing digital adoption through delivery of offline and digital marketing programs. A key focus for this role is developing strategies and to deliver best-in-class personalised self-service experiences to consumers. You will utilise your deep experience in customer insights to develop strategies to improve the customer experience and look to continually optimise this journey (be that via email, SMS, app, customer portals or landing page communications). As a strong technical marketer, you will have a depth of experience across sophisticated customer segmentation, solving customer pain points, and ultimately be able to effectively seek opportunities to create a loyal customer base. Your success will be measured by the adoption of self service, acquisition targets and the reduction in "customer effort".

About You
You are a degree qualified, digitally savvy marketer with experience across the services landscape. You are genuinely passionate about improving the customer experience, and have strong digital and direct marketing experience. Ideally you have worked in environments which interface with high volume call centres, and have built strategies to win the "hearts and minds" of this key stakeholder group. You are a hybrid between being an expert in sound communications, creative campaign development and uncovering customer insights through data. With experience across delivering change management programs with cross functional stakeholders, you are ambidextrous and flexible in your approach. You will thrive in a fast-paced environment, are self driven and are an effective in managing numerous stakeholders.

How to apply
Click on the APPLY button or contact Michelle Young on (03) 8613 3526 for a confidential discussion. If this role doesn't sound quite right for you but you are open to hearing about new opportunities across marketing or digital roles, feel free to get in touch or jump on to the website and sign up for our job alerts.