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Customer Marketing Manager Mandatories Onboarding and Service Sydney Macquarie Park HQ Australia Job at Optus


At Optus our vision is to continue to lead Australia through outstanding customer experience and we believe our people are at the heart of this. We are passionate about creating a climate that encourages our people to achieve their best – personally and professionally!


An opportunity which offers impact, progression and purpose! Making a direct impact on our customers.


The Marketing Manager, Mandatories, Onboarding & Service is responsible for the development and execution of direct communications from the moment an Optus customer walks through the door, to important legal and regulatory updates about a customer’s service and account. 


Operating within an Agile environment, this role will contribute to the strategy and lead the execution for:


•    End-to-end management of important updates and issues relating to a customer’s account or service, while maintaining legal and CX requirements 

•    Reimagines the onboarding comms and service engagement experience across the Fixed, Postpaid, Prepaid, Content and Mobile Broadband portfolios.

•    Understand customer behaviour digital/channels and use appropriate timing/message to execute onboarding and service comms initiatives

•    Utilise App, OCA, EDM, SMS/MMS etc. to engage customers in real-time.

•    Deliver outstanding customer experience business performance and reduce ongoing contact with call centres




•    Degree in Business, Marketing or Media

•    Minimum 8 years of professional experience in a marketing or related environment

•    Strong and proven copy writing skills 

•    Strong project management experience

•    Strong understanding of customer communications and delivery of targeted and timely multi-channel communication

•    Strategic thinking to anticipate consumer needs and make sense of analytics

•    Proven capability to build and lead highly capable digital communications 

•    Budget Management experience

•    Passion for digital, big data, analytics

•    Ability to leverage disparate systems to deliver a seamless customer communications strategy

•    Technical understanding of marketing automation platforms and how to leverage them

•    Strong drive for accountability and ownership  

•    Ability to remain calm under pressure and constant change 

•    Experience in negotiating and influencing key stakeholders in positive manner 

•    Strong attention to detail and technical ability

•    Sleeves up attitude with ability to work at a strategic level and executional level

•    Ability to influence across senior population

•    Excellent verbal and written communication ability 

•    Demonstrates financial & commercial acumen



More information on this Job

ID: 18542104 - Save Job
Category: Jobs : HR Jobs
Employer Info:
Customer Marketing Manager Mandatories Onboarding and Service Sydney Macquarie Park HQ  Australia Optus

Working at Optus
Choice, Growth and Flexibility
Each person is a unique and valuable part of our team. We strive to create an environment that appeals to the very best people in the industry, then provide them with a satisfying workplace and reward their performance.

We take pride in the progressive nature of our employment practices, and commitment to our wider community. Our people can donate to the charity of their choice through a Workplace Giving Program.

We also extend the benefits of working at Optus to our peoples families through yes family days, and provide the Employee Assistance Program to employees and their immediate families for help with any personal or work-related problem.

Employee Benefits
Our philosophy is to offer people choice and flexibility to help them grow both professionally and personally, and to be adaptable to the needs of their particular stage in life. We do this by focusing on four areas:

My Wellbeing
My Reward
My Career
My Optus Experience

Optus Values
Our core values are integral to ensuring the future success of our company. Our people embrace the values of:
Customer Focus
Challenger Spirit
Personal Excellence

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