CRM Platform Specialist - Braze

Company Description

Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients.

Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% and recently announced as #1 in the LinkedIn Top Startups Australia 2024 - Montu continues is ongoing growth journey and is now the largest business of its kind outside North America.

This role is an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane.

Job Description

As the CRM Platform Specialist you will be crucial in leading the adoption and strategic implementation of Braze across Montu’s brands. Your role is to maximise the value derived from marketing technology, operations, and data insights to enhance the CRM team's efficiency, effectiveness, and scalability. This role will operate within the Braze ecosystem. 

Braze Super User: 

• Platform Expertise: Act as the primary expert for Braze, offering guidance to marketing, tech, and data teams on how to best utilise and optimise the platform.
• Technical & Personalisation Opportunities: Leverage Braze’s full capabilities to enhance technical performance and personalisation, ensuring campaigns are as effective and tailored as possible.

Support CRM Value Streams

• Campaign Enhancement: Collaborate with CRM teams to design, develop, and refine campaigns that drive retention and conversion. Analyse campaign performance data to identify growth opportunities and implement strategies to boost revenue.
• Project Planning: Support the planning and execution of projects related to the CRM Customer Engagement Platform (CEP). Ensure that project goals align with CRM Managers’ and Specialists’ objectives.
• Execution & Alignment: Contribute to the successful delivery of projects, ensuring that all phases—from initial planning to final execution—are completed on time and meet the required standards.

CRM Automations & Custom Events Usage: 

• Lifecycle Knowledge: Develop a deep understanding of our target lifecycle and associated automations and custom events. Use this knowledge to assist in troubleshooting and resolving issues related to lifecycle initiatives and bugs.
• Issue Resolution: Support CRM teams by diagnosing and addressing problems within automations and custom events to ensure seamless experiences.
• Testing & Debugging: Partner with the Audience & Platform Manager to test and debug custom events and attributes. Ensure that user personalisation and campaign execution are optimised for maximum effectiveness.

Channel Effectiveness:

• Multi-Channel Optimisation: Focus on enhancing the effectiveness of various marketing communication channels, including email, SMS, web, landing pages, forms, content cards, and journey automations.
• Engagement Strategies: Implement strategies to ensure these channels effectively engage and meet campaign objectives.

CEP Troubleshooting & Issue Resolution:

• Technical Troubleshooting: Address and resolve issues across within platforms, coordinating with Tech teams to manage and triage requests promptly.
• Problem-Solving: Ensure that technical problems are resolved efficiently, minimising any disruption to campaign execution and communication for the CRM team.

Communications Preference Centre: 

• Preference Centre Development: Plan, build, and maintain the communications preference centre. Ensure it includes features for managing communication preferences, as well as seamless unsubscribe and Do Not Contact (DNC) options.
• User Experience: Optimise the preference centre to provide a user-friendly experience, allowing individuals to easily manage their communication preferences.

Platform Knowledge & Continual Development: 

• Industry Trends: Keep up-to-date with the latest trends, channels, and best practices in communication, personalization and marketing operations.
• Application of Knowledge: Apply this knowledge to enhance campaign effectiveness and improve operational efficiency within the CRM team.

Team Training & Development: 

• Platform Integration Training: Provide training to team members on CRM platform integration and technical aspects of CRM and marketing tools.
• Skill Enhancement: Support the development of team skills and execution capabilities by sharing knowledge and best practices related to platform usage.

Compliance, Data Governance & Sensitivity: 

• Privacy and Compliance Management: Ensure all CRM initiatives adhere to the Privacy Act, SPAM Act, and other relevant data protection regulations. Follow best practices to safeguard data, and ensure all communications are compliant with regulations.
• Legislation Awareness: Stay informed on changes to relevant legislation (such as updates from the Therapeutic Goods Administration (TGA) and Australian Competition and Consumer Commission (ACCC) and ensure all campaigns comply with updated guidelines. Communicate these updates to stakeholders as necessary.

Qualifications

• Bachelor degree in Marketing, Business, Communications, IT or correlated field. 
• 4+ years of experience in CRM management, customer data analysis, and marketing automation. 
• Strong experience managing enterprise-level CEP/CRM - specifically Braze.
• Experience using scripting and personalisation languages such as liquid, SQL, JSON, HTML, CSS
• Strong experience in a complex technical landscape with several platform integrations
• Ability to identify new opportunities, quantify estimated business and consumer impact, and shape ideas into actionable plans
• Ability to manage the design and execution of technical solutions that translate into valuable lifecycle campaigns
• Strong understanding of creative and production best practice process across eDM, SMS, web push, content cards and in-app messaging
• Proven track record of understanding, building and optimising customer journey mapping
• Perseverance in solving problems and troubleshooting
• Strong stakeholder management skills with the ability to collaborate and develop strong relationships
• Understanding of business needs and drivers of performance 
• Strong organisation skills and attention to detail 
• Adaptable within evolving digital marketing trends and technologies 
• Strong team player with ability to work effectively across multi-functional teams who is proactive with strong initiative
• Ability to ensure that all CRM practices comply with data privacy laws and industry regulations.

Additional Information

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhancing your home office with our ergonomic equipment reimbursement benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.