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About the Role

This opportunity is designed to support Guardian Australia’s reader revenue and reader engagement ambitions by serving as the region’s in-house expert on CRM. You will embed deep hands-on expertise in-market to take local ownership of CRM engagement, while maintaining strong alignment with global best practices by working closely with our expert CRM teams in the UK and US.

Responsibilities

• Deliver multi-channel and measurable reader and supporter journeys and campaigns using CRM tools (Braze, mParticle), email-building tool (Taxi), and in-house channel management infrastructure.
• Become an expert Braze user, supporting and promoting its effective use within the business.
• Become knowledgeable and proficient on audience segmentations and available data points to create new customer journeys or optimise existing ones.
• Become knowledgeable and proficient on internal Guardian guidelines around privacy and consent, and use this knowledge to shape CRM strategies for the Australian market.
• Take local ownership of ongoing CRM engagement and reader revenue activity, focusing on building direct relationships, converting readers into supporters, keeping supporters engaged, and reducing churn.
• Develop, build, and provide quality assurance on customer data segments for communications via Braze.
• Provide assistance to other regions, including quality assurance checks on campaigns.
• Work with senior managers to define targets, produce accurate reporting, and monitor benchmarks relating to engagement and acquisition performance, providing recommendations.
• Contribute to design briefs and work closely with colleagues to ensure delivered assets are up to specification, deployed optimally, and effective.
• Present plans and activity performance to a broad range of stakeholders, taking part in team and cross-functional meetings.

Requirements

• At least three years experience in a CRM role.
• Demonstrated understanding of core CRM principles such as segmentation, automation and journey design.
• Working knowledge of HTML.
• Prior experience using Braze is preferred but not essential.
• Impeccable attention to detail and understanding of CRM best practices.
• Ability to grasp new concepts and technical instructions quickly.
• Adaptable, self-motivated and proactive.
• Good eye for design and user experience.
• Keen interest in news and current affairs.
• Strong, clear, concise communicator with strong written English.
• Good at digesting and critically assessing strategy and plans.
• Team player with strong soft skills and the ability to build productive and collaborative working relationships.
• Strategic and critical thinker.
• Excellent time-management and organisation skills, with the ability to prioritise and balance competing tasks and meet deadlines, and keep stakeholders informed.
• A strong interest in, and understanding of, the Guardian brand.
• Willingness and ability to attend out-of-hours virtual meetings with UK and US counterparts.

Skills

• CRM
• Segmentation
• Automation
• Journey design
• HTML
• Braze
• Attention to detail
• Problem-solving
• Adaptability
• Proactiveness
• Design
• User experience
• Communication
• Critical thinking
• Time-management
• Organisation

Location

• Sydney

Work Type

• Full-time
• Permanent
• Hybrid working

Experience Level

• At least three years experience in a CRM role

Benefits

• Employee assistance program (EAP) to support employee wellbeing
• Paid volunteer leave
• Dedicated diversity and inclusion employee groups, action plans (including our Reconciliation Action Plan) and cultural competency training
• Guardian digital subscription

About the Company

• We believe that our role in the Australian media is to give a voice to the most marginalised people in society and value and respect all differences in all people — including people of colour, Aboriginal and Torres Strait Islander peoples, people from different social classes, people with diverse gender and sexual identities, and people with disabilities (seen and unseen). We believe that these communities must be centred in the work we do, bringing a new perspective and a diversity of thought. We also encourage flexible working and aim to create a work environment where all employees feel respected.

Equal Opportunity

• We believe that our role in the Australian media is to give a voice to the most marginalised people in society and value and respect all differences in all people — including people of colour, Aboriginal and Torres Strait Islander peoples, people from different social classes, people with diverse gender and sexual identities, and people with disabilities (seen and unseen). We believe that these communities must be centred in the work we do, bringing a new perspective and a diversity of thought. We also encourage flexible working and aim to create a work environment where all employees feel respected.