Customer Journey Manager

La Trobe University
July 15, 2024
Offerd Salary:$135
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A
Customer Journey Manager

Job No.: 567465

Work type: Continuing

  • Lead the effective delivery of channel engagement and drive revenue growth to align with our strategy
  • Full Time/Continuing Appointment
  • Located at Melbourne (Bundoora) Campus
  • Attractive Salary $135,000 per annum plus 17% superannuation
  • About the position

    The Global and Regional Division leads the University's commitments to its markets and its communities and carries oversight of the University's strategic intent to connect both globally and locally to attract students and partners from across the world, and closer to home.

    Reporting to the Director of Marketing as the Customer Journey Manager you will be the architect and the voice of the customer and responsible for increasing channel engagement and conversions. By doing so, you will manage audience planning, customer insights and campaign activities across a range of channels to optimise the student recruitment, application and onboarding experience. You will also be responsible for leading a level of overarching marketing but non-segment related projects as determined within the marketing strategy. The Customer Journey Manager role is critical in delivering Future Growth portfolio priorities, playing a pivotal role in driving both domestic revenue and revenue growth, as well as executing and delivering on the InterGrowth strategy.

    Furthermore, this role is critical in building all prospective student strategies pertaining to our Domestic audience. From lead nurture campaigns to promotional strategies, and tactical plans spanning the entire marketing mix, the Customer Journey Manager drives initiatives focused on a more streamlined and cost-efficient go-to-market approach. By considering budget allocations to drive improved ROI at each part of the customer journey, and in collaboration with cross-functional teams including content, paid media, web and digital, this role ensures a synchronised marketing effort to reduce inefficient spend and realise improved results for less budget.

    Moreover, the Customer Journey Manager is a pivotal position in delivering domestic customer-specific journey mapping and process refinement, ensuring close alignment with OPV and School strategies, market intelligence, product, and recruitment teams to prioritise strategies aimed at achieving Load Plan objectives. This is inclusive of campaigns and projects like: Open Day, Preferences and Change of Preferences, Apply Direct application campaigns all of which work directly to deliver enrolments and EFTSL. Equally important this role will also work closely with the Marketing SLT to deliver on initiatives like the School of Education Growth Plan, HPI go-to-market strategy, and Sydney Campus domestic course campaigns, which lay the groundwork for sustained long-term growth.

    Responsibilities will include:

  • Manage, co-design and execute the segment, journey and recruitment strategies.
  • Development of domestic segment (including market and product) audience strategy, promotional campaign strategies and tactical plans spanning the entire marketing mix.
  • Provide strategic leadership and oversight of a cross- functional team, spanning content, paid media, web and digital.
  • Manage customer-specific journey mapping and process discovery and design.
  • Working with Director of Marketing to align with Schools, market intelligence, product and recruitment teams on strategy development and strategic prioritisation.
  • Working closely with the Director of Marketing, Insights, Product and Recruitment teams develop product/interest area CVPs that have corresponding marketing strategies that are insight led and compel action.
  • Contributing to work relating to customer and insights technologies, such as CRM system(s), lead capture processes and approaches.
  • As the successful applicant, you will have:

  • A degree in marketing/business, management, design, or a related area plus extensive relevant experience, or an equivalent alternate combination of relevant knowledge, training and/or experience.
  • Demonstrated ability to use customer data and insights for use in integrated marketing.
  • Specialist understanding and experience with buyer behaviour and segmentation practices including customer journey mapping and audience personas, digital marketing systems that support customer touch points, digital experience testing and user experience methodologies, digital marketing tactics across a range of channels (web, outbound, advertising, social et al) and experience with planning management functions for integrated marketing.
  • Ability to be responsible for program development and implementation.
  • Experience developing innovative solutions and contributing to strategic planning.
  • Please refer to the Position Description for other duties, skills and experience required for this position.

    Welcome to Bundoora campus – Please click on the video link below:

    https: //


  • 17% employer contributed superannuation
  • On site childcare facilities
  • Flexible work arrangements
  • Discounts for staff and their family members to study a range of La Trobe courses
  • How to apply

    Please note, only applicants who possess the full rights to work in Australia will be considered for this opportunity.

    Closing date: Monday 15th July, 2024 @ 11:55pm

    Position Enquiries: Emma Fox, Director, Marketing, Marketing & Recruitment Email: [email protected]

    Recruitment Enquiries: Vicki Stavrou, Senior Talent Acquisition Business Partner, Email [email protected], Phone 03 9479 5191

    Position Description below:

    PD-Customer Journey Manager 08.07.2024.pdf

    Please submit an online application ONLY and include the following documents:

  • Cover letter and;
  • An up-to-date resume.
  • Why La Trobe:

  • Develop your career at an innovative, global university where you'll collaborate with community and industry to create impact.
  • Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics
  • Help transform the lives of students, partners and communities now and in future
  • All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.

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