The Role
Own lifecycle communications strategy and campaign calendar for onboarding, engagement, retention and reactivation. Create conversion-focused copy across email, SMS, push, in-app and UX flows. Develop product positioning and messaging packs, partner with Product/CRM/Marketing, run testing and optimization to improve customer engagement and outcomes.
Summary Generated by Built In
HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the Mable team.
About Mable
Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.
With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.
By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.
To find out more, visit https://mable.com.au/
About the role
Mable is looking for a Lifecycle Communications Manager to join the team on a full-time, 12-month contract. Reporting to the Senior Manager, Loyalty & Retention, this role sits within the Engagement & Retention team, part of Mable’s wider Growth team.
You’ll be responsible for creating clear, engaging, customer-focused communications across our engagement and retention channels. You’ll own the campaign calendar, planning and coordinating communications to ensure they’re prioritised effectively, aligned to business goals, and delivered consistently throughout the customer lifecycle.
You’ll also lead the development of product positioning and messaging packs, helping teams across the business clearly communicate product value, features, and customer benefits.
We’re looking for someone who combines strong copywriting and storytelling skills with a solid understanding of lifecycle marketing and digital customer engagement. You know how to create messaging that connects with customers, drives action, and delivers a great customer experience.
Key Responsibilities
- Develop and deliver customer-centric copy across all engagement and retention channels, including email, SMS, push notifications, in-app messaging and digital campaigns.
- Own and manage the communications and campaign calendar, ensuring activity is strategically prioritised, coordinated and aligned to business objectives.
- Lifecycle communication planning across onboarding, engagement, retention and reactivation journeys.
- Create compelling product positioning and messaging packs that clearly articulate customer value propositions, product features and benefits.
- Partner closely with Product, CRM, and Marketing teams to ensure messaging consistency across all customer touchpoints.
- Write clear, concise and conversion-focused copy for digital experiences, including UX screens, onboarding flows and customer journeys.
- Ensure all communications reflect brand tone of voice, customer needs and lifecycle strategy.
- Translate complex product or business information into simple, engaging customer messaging.
- Support campaign optimisation through testing, insights and continuous improvement of messaging effectiveness and customer engagement.
- Stay informed on digital communication trends, customer engagement best practices and lifecycle marketing innovations.
Skills, Knowledge and Experience
- 5+ years of writing experience, with portfolio examples
- Strong copywriting and storytelling capability across digital and customer communication channels.
- Experience in planning lifecycle communications, CRM campaigns or customer engagement programs.
- Experience working with Product, Marketing and/or CRM teams to develop customer-centric messaging.
- Ability to balance strategic thinking with hands-on execution in a fast-paced environment.
- Strong stakeholder management and cross-functional collaboration skills.
- Understanding of customer journeys, digital engagement and conversion optimisation principles.
- Attention to detail
- Strong time management skills
- Passionate about Tech and making a real impact on people’s lives
We’re powered by purpose
We’re Switched On 💡
We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
We’re Bold 📣
We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.
We’re One 🤝
We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We’re Impactful 🌟
We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.
Values we share as part of Attain Healthtech
Break New Ground 🧨
We simplify care with creativity and bold ideas.
Make It Matter💟
We put people at the centre and create impact that improves lives.
Own The Outcome🥇
We aim high, deliver excellence and drive results that last.
Our benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!
Skills Required
- 5+ years of writing experience with portfolio examples
- Strong copywriting and storytelling capability across digital and customer communication channels
- Experience in planning lifecycle communications, CRM campaigns or customer engagement programs
- Experience working with Product, Marketing and/or CRM teams to develop customer-centric messaging
- Ability to balance strategic thinking with hands-on execution in a fast-paced environment
- Strong stakeholder management and cross-functional collaboration skills
- Understanding of customer journeys, digital engagement and conversion optimisation principles
- Attention to detail
- Strong time management skills
- Passionate about Tech and making a real impact on people's lives
Am I A Good Fit?
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The Company
What We Do
Mable is a health-tech platform where people looking for disability and aged care support connect with independent support workers in their community. As one of Australia’s fastest-growing scale-ups, we think big to spearhead change in our sector. We're passionate about inclusivity and giving choice and control back to those who need it. Mable launched in 2014 when co-founder Peter Scutt teamed up with friend and colleague Tony Charara after struggling to find the right home care solution for his parents. Today, Australia’s largest and most diverse community of independent support workers has provided over 13 million hours of support on Mable so everyone can live their kind of independence. #mykindofindependence
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