Senior Customer Communications Manager - 12 month maternity leave contract

Senior Customer Communications Manager (In-Life Retention & Engagement)

• 12 month maternity leave contract
• Location: 300 Murray St, Perth

See yourself in our team

The Customer, Marketing & Communications (CMC) is responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers, ensuring all our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.

The Marketing Communications team, a part of CMC, combines marketing, campaign management, broker engagement, community support and customer communications.

We want to attract and retain customers through our marketing communications initiatives and deliver outcomes geared towards our ambitious business goals.

Do work that matters

You will be leading a team that designs and delivers customer engagement campaigns to support Bankwest’s growth ambitions. You'll design multi-channel campaigns that don't just sell products, but tell stories, create experiences, and build lasting relationships.

Your work will be pivotal in building credibility through digital communication with customers, by crafting personalised experiences that connect, engage, and transform how people view our brand during a period of growth and innovation. 

As the Customer Communications Lead (In Life Retention and Engagement), you’ll think holistically about the end-to-end customer experience and create compelling 1:1 customer communication journeys that support customers throughout their banking lifecycle.

Your responsibilities will include:

• Actively support the Marketing Communications EM with prioritising, building, and deploying 1:1 communications in alignment with the wider communications strategy and business goals.
• Turn complex data insights into compelling, targeted communications that resonate with customers.
• Be a subject matter expert in writing engaging content across channels, ensuring consistency of Bankwest tone of voice.
• Design and create multi-channel customer journeys in line with our standard operating procedures.
• Proactively seek out customer insights and results to inform future communications decisions, as well as identifying opportunities to improve operating efficiency. 
• Work closely with Marketing Managers and other teams (e.g., Retail, Product, Digital, Design) to ensure consistent brand messaging across all touchpoints.
• Track and report on communication effectiveness using data to guide future decisions.
• Stay updated on industry trends and emerging technologies.
• Champion the Bankwest brand’s direction, ensuring all communications align with brand guidelines and tone of voice.
• Leading an engaged and motivated team to drive business outcomes.

We're interested in hearing from people who have:

• Proven experience delivering exceptional end to end customer communications programs with strong data and customer insight rationale.
• Experience designing communications strategies that support customers, whilst driving business results.
• Experience working across a variety of communications channels – including digital channels such as in app
• Ability to flex between both a strategic and process-focused mindset
• Strong, versatile copywriting skills with the ability to write across multiple channels and within tone of voice guidelines.
• Strong collaborator with excellent stakeholder management skills and the ability to bring together diverse groups of people for a common goal.
• A strong understanding of customer data and how it can be used to deliver optimal customer journeys.
• Proven experience leading a team and driving results.
• Ability to report and use data to gain insight as to how communications/experiences could be improved
• Intermediate MS Office Suite skills, including Outlook, Excel, Word, and PowerPoint
• 5+ years’ experience in a similar role preferred 
• Marketing or similar qualification or degree desirable but not essential.

If this sounds like you, please apply now!

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 20/01/2025