Customer Communications Manager

• Improve customer satisfaction by understanding customer journeys and the moment that matter to our customers. You will highlight customer friction points and leverage global best practice to deliver recommendations for enhanced customer experiences;

• Using customer data define the trigger-based marketing communication point to increase loyalty and reduce churn;
• Develop reporting to measure the effectiveness of our communications and ensure regular updates to the broader business;
• Develop and manage targeted onboarding communications to drive down cancellations;
• Build an always on approach to save/winback of high value customers;
• Brief external agencies on the communication pieces and collateral (traditional and digital) to deliver our targeted messages.

To be successful in this role, you will have expertise in both marketing and communication and have a strong digital marketing skill set including content management, marketing automation and digital marketing platforms.  You are customer focussed and understand customer loyalty drivers, marketing metrics and customer retention strategies, ideally gained from a retail energy, utilities or telecommunications background.  You collaborate well with others and can create new and better ways of achieving success to optimise work processes. 

Experience with Salesforce or similar customer relationship management (CRM) system will be well regarded. 

Simply Energy have been making energy simple and affordable for Australian households and businesses since 2005.