Senior Digital Customer Engagement Manager (12-month fixed term contract)

MECCA has a great opportunity for an experienced Digital Customer Engagement Manager to join our team on a 12-month fixed-term contract. This is a key role that requires proven experience with Marketing technology platforms, strong planning, data analysis and decision-making skills within a fast-paced retail environment.

The Role You Could Play

The Senior Digital Customer Engagement Manager will be responsible for customer centric strategies to deliver a seamless omni-channel experience, drive trade revenue targets and channel performance while overseeing the customer lifecycle to increase customer value and drive retention.

Utilising cross-functional project management skills, digital platform and CX knowledge, the Senior Digital Customer Engagement Manager will own the overall digital customer engagement strategy to inform all stages of the customer experience across our digital campaigns. The role will align strategic plans with cross departments such as Loyalty, Digital Product, eCommerce and Marketing to achieve business objectives.

The Senior Digital Customer Engagement Manager will need to balance customer centricity with commercial outcomes to ensure that monthly business case targets are achieved. Strong planning, forecasting and commercial acumen is required in this role to develop yearly and monthly plans that deliver for the business through proven improved customer experience. Additionally, the ability to interpret insights and work closely with our customer data and analytics function is critical to close the loop in understanding campaign performance against objectives, what should be scaled and where there are opportunities.

Your key responsibilities will include:

• Work with the Head of Digital Customer Engagement to develop and own the roadmap in line with revenue targets and broader business objectives
• Work closely with the loyalty team and strategists to deliver customer experience strategies that drive customer movement and support the Beauty Loop program objectives
• Align with eCommerce and Loyalty to develop trade strategy response plans and mobilize teams for execution
• Lead and develop a high performing customer experience team
• Ownership of planning and forecasting for Digital Customer Engagement activity to ensure the team is delivering against financial targets
• Work with the analytics department to consistently review customer-facing engagement touchpoints to identify gaps and opportunities for both short and longer term
• Lead cross functional workshops to align on strategic priorities and influence outcomes
• Work with digital product and Martech to understand new opportunities in technology and how this can support the strategic roadmap
• Oversee the customer lifecycle program to drive engagement, commercial targets and loyalty
• Oversee the delivery of new initiatives that utilise the customer segmentation framework and predictive modelling to drive multi-channel customer experiences that support strategic objectives
• Work closely with the marketing teams to develop strategies that deliver on category and brand specific objectives
• Lead the digital customer engagement reporting, data and insights strategy to refine reporting and optimisation workflows
• Drive improvements across all key measures, including engagement, conversion, growth and retention targets
  
  

What You Will Bring

We're looking for someone who can apply a strategic lens, is proactive and is always looking at new and exciting ways to help grow the business. You should be comfortable owning strategies that consider the end-to-end customer journey across multiple touchpoints with an aim to build brand advocacy and customer loyalty while delivering on commercial objectives.

You will also be able to demonstrate the following:

• Minimum 8+ years of CRM or digital marketing experience with a focus on CX
• Strong strategic skills across all areas of CX including human centred design experience coupled with tactical planning
• Excellent project management and organisational skills, ability to meet deadlines and manage competing priorities
• Experience in delivering digital experiences that follow CX best practice
• Strong understanding of marketing technology and reporting platforms
• In-depth knowledge of customer data infrastructure
• Ability to thrive in a fast-paced retail environment with proven ability to operate autonomously
• Excellent stakeholder management skills, with the ability to influence outcomes
• Tertiary qualifications, preferably in Marketing or Communication
• Knowledge of direct channel best practices including messaging, segmentation and customer privacy laws.
• Experience with using reporting systems such as Google Analytics
• Previous experience leading a high performing team during times of change and ambiguity
  
  

Your Life At MECCA

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!

Some of our other team member benefits include:

• Professional development programs and first-class digitised learning offering
• Health and well-being initiatives
• Reward and recognition programs
• Access to bonus and incentive programs
• Access to quarterly product allowance
• Up to 40% discount 
  
  

Benefits are subject to company policy, as updated from time to time.

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.  To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit http://www.mecca.com.au/careers