Customer Journey Team Lead

Strategic Oversight & Customer Journey Management

• Lead the planning design and delivery of endtoend customer journey strategies across email SMS web and call channels.
• Align journey initiatives with business goals to drive engagement lead reactivation and appointment generation.
• Manage and optimise lead insertions into telephony callfiles integrating them seamlessly with digital journey touch points.
• Collaborate with internal teams to ensure journeys meet customer needs throughout the home loan lifecycle from research to postsettlement.

Performance Management Reporting & Optimisation

• Maintain oversight of overall journey and activity performance including engagement conversion and appointment metrics.
• Identify and implement optimisation strategies to improve journey effectiveness reduce dropoff and enhance downstream outcomes.
• Use reporting tools such as Salesforce Salesforce Marketing Cloud (SFMC) Amplitude PowerBi and other internal dashboards to track KPIs and uncover actionable insights.
• Support a testandlearn culture applying dataled recommendations to evolve journey strategies and improve commercial outcomes.
• Collaborate with the journey team to embed a performance mindset ensuring every journey is measured and optimised continuously.

Team Leadership

• Manage and support a team of Journey Managers and CRM Specialists fostering a highperformance collaborative environment.
• Provide daytoday coaching ensuring timely and highquality of journey initiatives.

Marketing Automation & Personalisation

• Oversee journey builds and automations within Salesforce Marketing Cloud (SFMC) using tools such as Journey Builder Automation Studio and SQLbased data extensions.
• Ensure governance and compliance across all outbound customer communications.
• Lead continuous improvement of journeys based on testing reporting and optimisation learnings.
• Champion the delivery of highly personalised and contextually relevant content experiences for customers in the home loan journey.

Governance & Ecosystem Ownership

• Own and maintain the integrity of the Marketing Cloud journeys ecosystem.
• Implement and uphold governance processes to ensure journeys are built and maintained according to best practice brand legal and compliance standards.
• Manage and optimise legacy journeys to ensure continued relevance and performance.
• Provide strategic oversight on platform governance including but not limited to management of allocations SMS automations storage contacts.
• SMS Budget management

Stakeholder Engagement

• Partner with crossfunctional teams including Distribution Product Sales and Tech to align journeys with broader customer experiences.
• Work closely with Sales to coordinate callfile lead insertions and monitor downstream performance.
• Guide internal stakeholders on CRM best practices platform capabilities and personalisation opportunities.

Special Projects & Strategic Initiatives

• Partner with crossfunctional teams to support larger planned strategic initiatives and highpriority business projects that intersect with journeys.
• Contribute to the continuous evolution of the data ecosystem by identifying opportunities to enhance and enrich the understanding of the customer and journeys.
• Lead or support initiatives that expand personalisation capabilities improve segmentation and unlock new lifecycle triggers based on enriched customer insights.

Qualifications :

• 8 years in CRM marketing automation or lifecycle marketing roles ideally in finance fintech or property.
• Proven success driving growth through CRM journeys including reengagement and crosschannel lifecycle programs.
• Experience leading teams and delivering outcomes through people development and stakeholder alignment.
• Handson experience with Salesforce Marketing Cloud (or similar platforms) including use of AMPScript and SQL for personalisation and automation is highly regarded
• Commercially minded with a passion for enhancing customer experience through personalisation and technology.
• Comfortable owning the governance and operational standards of a marketing automation ecosystem.
• Experience with web personalisation and onsite content targeting tools highly regarded.

Additional Information :

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise innovative technology and a customerfirst approach our teams work seamlessly to simplify the property journey helping Australians find buy and own property with confidence.

We support our people in a variety of ways but a few of the benefits that our people rave about include:

• A vibrant relaxed yet professional culture.
• Hybrid working arrangement designed to support worklife balance while fostering meaningful connection and collaboration.
• A holistic wellbeing programs offering 24/7 support including medical mental health and financial wellbeing services to enable our workforce to thrive at home and work.
• Generous paid Parental Leave: we celebrate our growing Lendi Group family with 1826 weeks leave for primary carers and up to 4 weeks for secondary carers.
• An additional weeks Loyalty Leave each year after reaching 3 years service.
• Wellness initiatives with a strong focus on psychological safety.

Were committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation stronger collaboration and a more engaging workplace.

Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group to attract engage and evolve the right talent and build bestinclass products.

This is an opportunity to shape the future of a fastgrowing purposedriven company thats transforming the homeownership journey.

Ready to contribute to Lendi Groups next chapter Apply now and be part of something big!

Remote Work :

No

Employment Type :

Contract