Customer Journey Manager

• 12 Months Fixed Term Appointment / Full Time
• Located at Melbourne (Bundoora) Campus
• Attractive Salary $135,000 per annum plus 17% superannuation

About the position

The Global and Regional Division leads the University’s commitments to its markets and its communities and carries oversight of the University’s strategic intent to connect both globally and locally to attract students and partners from across the world, and closer to home.

Reporting to the Director of Marketing as the Customer Journey Manager you will be the architect and the voice of the customer and responsible for increasing channel engagement and conversions. By doing so, you will manage audience planning, customer insights and campaign activities across a range of channels to optimise the student recruitment, application and onboarding experience. You will also be responsible for leading a level of overarching marketing but non-segment related projects as determined within the marketing strategy.

Responsibilities will include:

• Manage, co-design and execute the segment, journey and recruitment strategies.
• Development of domestic segment (including market and product) audience strategy, promotional campaign strategies and tactical plans spanning the entire marketing mix.
• Provide strategic leadership and oversight of a cross- functional team, spanning content, paid media, web and digital.
• Manage customer-specific journey mapping and process discovery and design.
• Working with Director of Marketing to align with Schools, market intelligence, product and recruitment teams on strategy development and strategic prioritisation.
• Working closely with the Director of Marketing, Insights, Product and Recruitment teams develop product/interest area CVPs that have corresponding marketing strategies that are insight led and compel action.
• Contributing to work relating to customer and insights technologies, such as CRM system(s), lead capture processes and approaches.

As the successful applicant, you will have:

• A degree in marketing/business, management, design, or a related area plus extensive relevant experience, or an equivalent alternate combination of relevant knowledge, training and/or experience.
• Demonstrated ability to use customer data and insights for use in integrated marketing.
• Specialist understanding and experience with buyer behaviour and segmentation practices including customer journey mapping and audience personas, digital marketing systems that support customer touch points, digital experience testing and user experience methodologies, digital marketing tactics across a range of channels (web, outbound, advertising, social et al) and experience with planning management functions for integrated marketing.
• Ability to be responsible for program development and implementation.
• Experience developing innovative solutions and contributing to strategic planning.

Please refer to the Position Description for other duties, skills and experience required for this position.

Welcome to Bundoora campus – Please click on the video link below: 

https://f.io/KDo0ceng

Benefits

• 17% employer contributed superannuation
• On site childcare facilities
• Flexible work arrangements
• Discounts for staff and their family members to study a range of La Trobe courses

How to apply

Closing date: Sunday 11th February, 2024 @ 11:55pm 

Position Enquiries: Emma Fox, Director, Marketing, Marketing & Recruitment Email: [email protected]

Recruitment Enquiries:  Vicki Stavrou, Senior Talent Acquisition Business Partner, Email [email protected] , Phone 03 9479 5191

Position Description below:

 PD-Customer Journey Manager.pdf

Please submit an online application ONLY and include the following documents:

• Cover letter and;
• An up-to-date resume.

Why La Trobe:

• Develop your career at an innovative, global university where you’ll collaborate with community and industry to create impact.
• Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics
• Help transform the lives of students, partners and communities now and in future

All La Trobe University employees are bound by the Working with Children Act 2005.  If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.