Senior Manager, Customer Communications

Job Description

Senior Manager, Customer Communications x 2 Positions See yourself in our team These roles are within the Marketing and Corporate Affairs (MCA) Consumer and Business Marketing teams that focus on delivery of 1:1 Communications. This role reports to the Chapter Lead (head of team). The Chapters work across the Consumer and Business Marketing teams to help deliver both Marketing and Retail and Business Bank priorities. Over 35% of all Australians use CommBank as their main financial institution and our team plays a critical role in communicating to millions of our customers via direct channels. The team is responsible for enabling 1:1 communication strategy and delivery, ensuring operational excellence, optimisations through adoption of technology, and implementing communication best practice - all to support better outcomes for our customers. Do work that matters As the Senior Manager, Customer Communications , you will play a crucial role in leading the design and implementation of strategic initiatives that will reimagine our 1:1 communication with a key focus on process uplift. This is a unique role that will drive positive change for our people, customers, and the broader business through simplification. You will bring your problem-solving expertise and a delivery mindset to partner across the organisation, driving uplift to processes and systems, while delivering against our regulatory obligations. Your key responsibilities: Assess current business functions and processes, performing state analysis and developing user/customer journeys. Develop and implement programs that enhance 1:1 customer communication, including leading operational uplifts and streamlining processes. Lead and manage change activity associated with the delivery of strategic priorities and/or process change, considering the needs of all those impacted. Craft and communicate 1:1 customer communication strategy, supporting with 1:1 campaign delivery and execution as required. Conduct analysis of data, forming insights and recommendations to help shape strategy. Stakeholder management & influence: Partner with stakeholders including Marketing teams, Data, Analytics, Digital, Risk, and Change Management to deliver successful business and customer outcomes. Collaborate with and influence senior leaders across the Bank. Act as a key driver of initiatives, identifying and removing blockers to enable continued momentum towards our goals. Navigate a complex, matrix organisation dynamic to drive best outcomes for our customers with an enterprise mindset. Team & culture: Shape the culture of the team, continually reviewing and managing the team operating rhythm including supporting and coaching Marketing Managers day-to-day within the broader team. Ambition to create a better experience for our customers and our people with passion on how process improvement can help achieve this. We would like to hear from people who have: Knowledge of marketing and direct to customer campaign activity and associated processes and procedures. Experience in developing strategy, highly desirable if you have experience with customer-contact strategy and execution and/or strategy to uplift business processes. Project management skills, highly desirable if you have proven experience delivering business process uplifts within a multi-matrix organisation. Experience in managing, persuading, and influencing stakeholders of all levels. Experience in designing solutions to complex problems (including the ability to break down work and articulate delivery plans). Experience in actively managing risk, adhering to regulation, compliance, and legal guidance, highly desirable if you have proven experience translating regulation into simple/easy to understand processes. Project planning experience with the ability to define and capture requirements, benefits, and outcomes while working with stakeholders (marketing & technical teams) to deliver against plans. Experience working in an agile environment. Strong analytical and verbal/written communication skills – ability to communicate complexity in an accessible way. High levels of resilience and personal integrity, with strong interpersonal, collaboration, influencing, and negotiating skills. A curious mind that incessantly wants to solve problems for the benefit of others – including our team, business stakeholders, and our customers. The ability to get into the detail while also being able to continue to see the bigger picture. Must have: Risk mindset - proactively identify and understand, openly discuss and act on current and future risks through a pragmatic approach. Customer first approach – ability to keep the customer at the centre of decision making and advocate for customers across a diverse range of stakeholder sets. #J-18808-Ljbffr