Head of Retail Product and Customer Marketing
Head of Retail Product and Customer Marketing
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Job Description
ING Australia is pursuing an ambitious growth strategy to become the most loved mobileled bank in the country. Our approach involves differentiating our brand & product offering digitising customer experiences offering innovative products and ensuring safe excellent delivery.
We are looking for an experienced Head of Retail Product & Customer Marketing to join the Marketing Brand & Stakeholder Relations department. At ING the Product & Customer marketing team is hybrid centralised unit of 20 marketeers. Responsible for developing throughtheline datadriven product marketing strategies and campaigns that deliver on key business objectives: strengthening product awareness & consideration new customer growth deepening existing customer engagement usage & retention.
This role requires heavy cross functional partnership with the broader Retail Leadership Team. Youll work in a highly collaborative dynamic environment with a number of business areas including the broader marketing team Daily Banking Mortgages Consumer Lending Wealth & Business Banking product tribes Customer Interactions & Digital tribes.
A significant portion of this senior marketing leadership role is to continually enhance the commercial forecasting of our acquisition plans drive effectiveness and operational efficiency whilst instilling a culture of strategic commercial and datadriven craftsmanship in the broader product & customer marketing team. Youll be an outstanding people leader a cross functional collaborator passionate about helping customers understand the value of our differentiated products & experiences.
Are you committed to makING a difference in our digital future
What youll do:
- Drive annual & quarterly product marketing plans driving new to bank acquisition & retention / usage outcomes across business lines including Home Loans Daily Banking Consumer Lending Wealth Business Banking. Oversee product agnostic customer programs including regulatory remediation & digital project delivery.
- Oversight & accountability for integrated product & customer marketing campaigns targeting key customer segments across paid channels (ATL & performance channels) and owned channels (email push SMS website app). These campaigns range in targeting prospective customers & driving switching from other banks deepening relationships with existing customers via our CRM and customer development lifecycle squads.
- Partner with Marketing Leadership Team & Retail Tribe Product Area Leads on prioritisation of initiatives marketing budgets & team resources across the function.
- Steer annual planning quarterly business planning (QBRs) and monthly sprint reviews with team; optimising for efficiencies & driving effectiveness culture and aligning plans with bank priorities.
- Manage cross squad portfolio resources & workloads of Product & Customer marketing teams proactive business partnership with Product & Customer Tribe leaders gaining visibility around upcoming priorities that require marketing resource.
- Partner with Brand External Comms Marketing Operations Safe Business& Customer Development team to continually find opportunities to optimise / digitise the GTM process reduce the time to market and remove roadblocks the teams might have.
- Influence changes to product CVPs and customer journeys that have improved portfolio growth conversion rates and customer experience.
- Lead the team to deliver strategies that promote INGs differentiated brand and product positioning in market as a true challenger brand ensuring we punch above our weight & spend.
What were looking for
- Exceptional people leadership across a large team; youll be a natural coach able to build strong & engaged teams driven by purpose & a passion for customers. Ability to swoop and soar between strategic tactical long & short term priorities in a fast paced highly dynamic environment.
- A strategic problem solver who thrives in a fastpaced environment prioritising workloads against ROI bank priorities and taking an enterprise (and customer) view of multiple banking products looking for synergies between business lines.
- Highly commercial analytical data driven capabilities to inform decisions and pragmatic approach to rigorously helping teams improve productivity & prioritise our efforts against impact. Ability to understand product commercials to enhance efficient forecasting of accounts and drive commercial trade off decisions on marketing investment / channels with highest ROI.
- 15 years experience in financial services marketing roles ideally with depth of experience across different financial product portfolios deposits lending wealth business banking.
- Experience in integrated through the line marketing campaigns spanning ATL & BTL channels customer engagement / CRM. Experience working with specialist marketing experts (brand social PR performance marketing) external media & creative agencies & solid understanding of financial services regulatory environment.
- An excellent cross functional collaborator able to partner with a diverse group of stakeholders to negotiate win win outcomes.
Whats in it for you
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on an approved sustainability activity
About Us
At ING we want to make life simpler and more worthwhile for everyone who banks with us for the people who work with us and the community at large too.
When you come to work at ING youre joining a team where individuality isnt just accepted its encouraged. Weve built a culture thats fun friendly and supportive its the kind of place where you can be yourself and make the most of whatever you have to offer.
We give people the freedom to think differently take ownership of their work and make great things happen. Were here to help you get ahead. And with our global network theres plenty of scope to take your career in new directions perhaps even ones youve never considered.
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.
Sound like the kind of place youd feel at home Wed love to hear from you.
(One last thing ING operates a direct talent sourcing model. So no agency introductions please.
Need more
Contact Rachel Yuen on
Applications close on 24 March 2025
#LIDNI
Required Experience:
Director
Employment Type
Full-Time
