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Senior Manager Customer Communications And Engagement

AIA International Limited - Melbourne, VIC

Source: uWorkin

Source: uWorkin


Senior Manager Customer Communications and Engagement Senior Manager Customer Communications and …

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AIA International Limited
in Melbourne, Victoria, Australia

Permanent, Full time

Be the first to apply


AIA International Limited
in Melbourne, Victoria, Australia

Permanent, Full time

Be the first to apply


Senior Manager Customer Communications and Engagement

At AIA we do things differently to make a healthy difference in people's lives. That difference starts with every individual at AIA. We provide an environment and culture that helps our people live well and enjoy a meaningful life, at work and at home. We're serious about helping people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. If you want to make a healthy difference everyday - for yourself and others - then we want to hear from you.

The opportunity:
The position of Senior Manager Customer Communications and Engagement will be a senior member in the Customer team reporting into the Head of Customer Marketing and Engagement. This position can be based in Sydney or Melbourne.

Position objective:
Design and deliver an enterprise-wide, industry leading Customer Engagement and Communications Framework that aligns to and supports an integrated end to end customer experience - aspirationally moving closer to more personalised customer engagement, interactions and relationships, that support our Customer Strategy and Customer Retention goals. Works in collaboration with other Channel Marketing & Customer teams to deliver Customer communications, campaigns and experiences that drive engagement at key moments that matter in the customer journey, by leveraging customer insights to drive the right customer outcomes, competitive advantage and desired commercial outcomes.

To do this successfully you will:

  • Design, deliver and implement an enterprise-wide integrated in-force customer engagement and communications framework that that supports the end-to-end customer experience, enhancing customer engagement and retention
  • Plan and execute multi-channel customer communication experiences using marketing technology and automation to drive customer satisfaction and commercial outcomes.
  • Strategic key stakeholder relationship management across the business, including with channel partners in Health, Retail, Group, Partner etc, focused on fostering collaboration and alignment around programs and activities across the Customer Lifecycle, that build brand equity, drive customer acquisition, engagement, cross-sell and retention across AIA and AIA Vitality.
  • Manage, develop and execute a range of customer communications including creating content, reviewing/editing drafts ensuring alignment of brand and tone of voice
  • Lead and drive continuous improvement of customer experience and engagement, championing the voice of customers internally, ensuring the customer is always front of mind for decision-making throughout the organisation and in the way marketing/communications are undertaken
Successful applications will demonstrate:
  • Significant Customer Communications, Relationship & Engagement experience, ideally across both B2C and B2B environments in complex customer-led organisations
  • Exceptional stakeholder management: ability to lead, influence, collaborate, negotiate and engage at all levels of the organisation
  • Strong ability to develop and execute multi-channel communication strategies that drive customer and commercial outcomes
  • Demonstrated experience delivering greater levels of personalisation and value enhancement to improve the customer experience and improve customer engagement and retention
  • Strong copy writing and content development across a range of end users and channels including customers, distribution partners, members etc.
  • Experience working with and/or introducing marketing automation tools (e.g. Salesforce Marketing Cloud, Adobe, Marketo, etc.) a bonus but not required
Why c hoose AIA :
At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.
  • Access our training and development to build on your current skills
  • Career development through internal mobility opportunities
  • Work for a business helping millions of Australian's and make a difference to someone's life everyday
  • Access additional leave days a year to recharge and refresh yourself
  • Enjoy wonderful Health and Wellbeing initiatives that support you
  • Work with supportive and inclusive managers
  • Flexible working arrangements
A pplications close on Wednesday, 31 March

Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Interested Candidates: Apply using the ' Apply' button. No emailed applications accepted. For general enquiries only, contact:
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.