What are the responsibilities and job description for the Senior Manager, Customer Communications position at Commonwealth Bank of Australia?
Senior Manager, Customer Communications x 2 Positions
See yourself in our team
These roles are within the Marketing and Corporate Affairs (MCA) Consumer and Business Marketing teams that focus on delivery of 1:1 Communications. This role reports to the Chapter Lead (head of team)
The Chapters work across the Consumer and Business Marketing teams to help deliver both Marketing and Retail and Business Bank priorities. Over 35% of all Australian’s use CommBank as their main financial institution and our team plays a critical role in communicating to millions of our customers via direct channels. The team is responsible for enabling 1:1 communication strategy and delivery, ensuring operational excellence, optimisations through adoption of technology, and implementing communication best practice - all to support better outcomes for our customers. We partner closely with other MCA teams including Strategy, Technology & Operations, Customer Insights and Research, as well as key stakeholders across the Bank, including Data, Analytics, Digital and Technology.
Do work that matters
As the Senior Manager, Customer Communications, you will play a crucial role in leading the design and implementation of strategic initiatives that will reimagine our 1:1 communication with key focus on process uplift. This is a unique role that will drive positive change for our people, customers and the broader business through simplification. You will bring your problem-solving expertise and a delivery mindset to partner across the organisation, driving uplift to processes and systems, while delivering against our regulatory obligations.
Your key responsibilities:
- Assess current business functions and processes, performing state analysis and developing user/customer journeys.
- Develop and implement programs that enhance 1:1 customer communication, including leading operational uplifts and streamlining processes.
- Lead and manage change activity associated with the delivery of strategic priorities and/or process change, considering the needs of all those impacted.
- Craft and communicate 1:1 customer communication strategy, support with 1:1 campaign delivery and execution as required.
- Conduct analysis of data, forming insights and recommendations to help shape strategy.
Stakeholder management & influence
- Partner with stakeholders including Marketing teams, Data, Analytics, Digital, Risk and Change Management to deliver successful business and customer outcomes.
- Collaborate with and influence senior leaders across the Bank.
- Act as a key driver of initiatives, identifying and removing blockers to enable continued momentum towards our goals.
- Navigate a complex, matrix organisation dynamic to drive best outcomes for our customers with an enterprise mindset.
Team & culture
- Shape the culture of the team, continually reviewing and managing the team operating rhythm including supporting and coaching Marketing Managers day-to-day within the broader team.
- Ambition to create a better experience for our customers and our people with passion on how process improvement can help achieve this.
We would like to hear from people who have:
- Knowledge of marketing and direct to customer campaign activity and associated process and procedures
- Developing strategy, highly desirable if hold experience with customer-contact strategy and execution and/or strategy to uplift business process
- Project management skills, highly desirable if have proven experience delivering business process uplifts within multi-matrix organisation
- Managing and persuading and influencing stakeholders of all levels
- Experience in designing solutions to complex problems (including the ability to break down work and articulate delivery plans)
- Actively managing risk, adhering to regulation, compliance and legal guidance, highly desirable if proven experience translating regulation into simple/easy to understand processes.
- Project planning with the ability to define and capture requirements, benefits and outcomes and working with stakeholders (marketing & technical teams) to deliver against plans
- Working in an agile environment
- Analytical and strong verbal and written communication skills – ability to communicate complexity in an accessible way
- High levels of resilience and personal integrity, with strong interpersonal, collaboration, influencing and negotiating skills
- A curious mind that incessantly wants to solve problems for the benefit of others – including our team, business stakeholders and our customers
- The ability to get into the detail whilst also being able to continue to see the bigger picture
Must have:
- Risk mindset - proactively identify and understand, openly discuss and act on current and future risks through a pragmatic approach
- Customer first approach – ability to keep customer at the centre of decision making and advocate for customers across a diverse range of stakeholder sets
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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