Migration Marketing Manager

Job Description

Hi. We’re OFX, a global provider of online international payment and money management services. Our journey is one of exciting growth and transformation, revolutionizing how businesses and individuals move and manage money globally. We're evolving into a global payment solutions provider, enabling businesses to streamline their global financial operations, improve control, reduce costs and achieve more. Our new Business Platform offers clients real-time visibility and controls over their payments, expenses, approval workflows and reconciliations to help make business easier.

At OFX, you’ll have the opportunity to bring your expertise to life, collaborate across disciplines, and be part of a team shaping the future of global money management.

Purpose of your role

We have launched a new B2B global payments solution and SaaS platform, and we’re excited to offer this to our existing clients. With a global rollout plan for the new solutions and platform in place, the role of Migration Marketing Manager will focus on ensuring a seamless client experience through the transition from our previous platform to our new platform so that their business thrives with better money movement and control. 

The ideal candidate is a dynamic customer-first thinker, who is strategic about designing and executing a migration CX that balances meeting a busy SMB client’s expectations, retains active clients and revenue, and is repeatable and scalable globally. This role will work closely with the regional marketing in each of APAC, North America and UK/Europe, their commercial counterparts, CRM, Brand & Content, Product, Operations and Technology.

You’ll think holistically and omni-channel across the migration experience journey to optimise client engagement for a successful transition (retention), awareness of the new solutions and platform, and ultimately revenue growth.

This is an initial 12 month contract.  

What you do

• Client-centric migration communication strategy: in the context of the global rollout plan, develop and refine the client migration communication strategy that prioritises client needs during the transition ensuring minimal disruption and high satisfaction, leading to retention and revenue growth 
• New platform and product adoption communication strategy: following the successful transition of the migrated clients to the new platform, develop and refine the client communication strategy that supports awareness of the full breadth of new solutions the new platform offers activating adoption and usage, leading to expanded revenues and increased stickiness 
• Communications: create clear and effective communication strategies to inform clients about the new platform, new functionality and benefits, raising awareness of the how-to videos and step-by-step guides for support as needed, and timelines related to the migration
• Cross-functional team collaboration: work closely with regional marketing, commercial, brand & content, product, operations and technology to align migration efforts with business goals and client expectations
• Content development: oversee and contribute to the creation of informative content, FAQs, and tutorials to guide clients through the transition across the relevant mediums such as videos, knowledge articles and landing pages
• Client communication execution: plan and oversee the implementation of targeted migration communication campaigns to retain and engage clients during the transition across owned channels from email and SMS, inbound and outbound phone calls, and messaging in-platform
• Analysis & insights: source and analyse client feedback and behaviour during the migrations to identify pain points and opportunities for improvement
• Performance monitoring: track KPIs such as communication engagement rates, retention rates, product adoption rates, cross-sell rates, client reviews, and revenue growth to measure success

Qualifications

What you bring

• Tertiary-level degree qualified in Marketing, Communications or Business
• 8+ years experience working in marketing and change management
• Hands-on experience managing communications relating to large-scale platform or product migrations and successful change management
• Highly organised, with strong attention to detail, clarity & accuracy
• Strong project management skills with the ability to handle multiple priorities in a fast-paced environment
• Experience in overseeing the execution of client communications - email, SMS and in platform notifications and messaging
• Curiosity about the client, product and the experience, and an analytical mindset with experience in using data insights to inform strategy
• Exceptional communication skills, verbal and written, with a talent for simplifying complex information for diverse audiences
• Proficiency in CRM systems and marketing automation (preferably Salesforce CRM and Marketing Cloud)
• An eye for creating user-friendly self-service content
• Creative problem-solving abilities to address and overcome challenges that will arise during migrations
• Ability to work well under pressure, with a high level of motivation in a matrix organisation
• Energetic, positive, resilient - with the ability to forge ahead with conviction in an organisation that is undergoing significant change and disruption
• Strong commercial business acumen with experience in analysing marketing activity and communication performance

Additional Information

What it's like working at OFX

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at [email protected].

We encourage you to apply if this role aligns with your career aspirations.