Job Description

Reporting to the Head of Marketing for Corporate Traveller, the Retain & Grow Campaign Manager will be aligned with the Customer Success team and play a vital role in retaining customers through loyalty and customer care campaign programmes. 
This role will serve as the “go-to” marketing contact for the Customer Success team, taking ownership to deliver ‘always on’ and ‘tactical’ marketing campaigns.
 
 
   Essential Duties and Responsibilities…
 
 
Based on Customer insights, understand our brand positioning and service perception to develop campaigns that effectively use the marketing budget and meet KPIs.
Develops and manages multi-channel campaigns encompassing webinars, email nurture, blog posts, organic and paid social, paid search and display, retargeting and managing media placement, corporate hospitality and event marketing
Manage relationships with stakeholders, including but not limited to the Digital, Content teams, Brand Marketing Managers and external agencies
Analysing, leveraging and acting on customer data-driven insights provided by digital marketing efforts to help guide the overall marketing approach to customer retention
Collaborating with the Corporate Marketing Shared Services Team to develop compelling campaigns which engage customers and make them feel valued
Partners with Product/Technology teams to optimise conversion rates on the online travel booking tool
Establish closed-loop analytics with customer aligned teams and marketing to understand how our outbound marketing activity and product placement/recommendations convert into additional bookings and continually refine our process to improve KPIs
Partners with Customer Success Teams to deliver essential customer offers and messages designed to retain customers and cross-sell additional solutions
A strong sense of attention to detail and able to demonstrate the skill to employ tools and tactics to effectively track and manage multiple customer loyalty tiers 
Demonstrable knowledge of marketing best practices, technologies, and go to market execution
Maintains a detailed understanding of brand positioning, key value propositions and messaging for solutions relevant to the assigned focus area
Meeting with aligned teams in the business regularly and delivering consistent and frequent information regarding campaigns, required follow-up and performance
Routinely report on key performance indicators and other performance insights, making the necessary changes to maximise and return favourable results
Strategic campaign planning, with a solid understanding of CRM systems, customer engagement and loyalty 
Own budget management and accountability, ensuring timely and efficient use of resources and ROI
Crafting and maintaining an updated marketing activity plan for clear visibility across teams
 
 
   Work Experience Required…
 
 
4+ years in B2B marketing
Attention to detail
Excellent MS Office skills
Experience with marketing automation tools and Salesforce
Thorough knowledge of, and experience across a wide variety of marketing tactics (including ATL, BTL, digital, social media)
Good communication and creative skills
Excellent communication, collaboration and relationship development skills
Excellent project management skills
Highly autonomous and able to independently ideate and drive projects to completion with support from other teams across the business
The ability to create engaging content adjusted for the audience and the stage in the customer lifecycle is a must
Experience and a strong understanding of retention and cross-sell marketing for B2B
 
 
   Other…
 
 
An ability to anticipate the needs of internal and external customers
Be agile and experimental, bringing new ideas to the team and moving fast to hit aggressive goals.
Have an analytical mind and be utterly passionate about problem-solving for segment(s)
 
 
We do things a little differently…
 
 
We do things a little differently around here. We do things the FCTG Way.
FCTG is Australia’s largest travel retailer. Our people come from all different backgrounds and our connections spread to the far reaches of the globe. Together, we’re a family. We work hard, have fun and open up the world for those who want to see.   We offer genuine opportunities for people to grow and evolve. We embrace new experiences, seize all opportunities, and empower all our people to find their own Brightness of Future.