Marketing Coordinator - Lifecycle & Member Experience

• Melbourne, Victoria | RACV Head Office
• Fixed Term (12 month) Full Time
• A competitive salary | Discounts on selected RACV products

Great things start here

RACV is an organisation that’s broader and bigger than you think – beyond the trusted roadside assistance and insurance lines, and significant portfolio of Travel and Leisure experiences, RACV is also one of the biggest installers of Solar energy in Victoria, and it’s a much broader organisation outside of the RACV brand and outside of Victoria with numerous Australian and international subsidiaries and associates. At its core, RACV is the largest member organisation in Victoria, and we’re trusted to be there for our over 2 million members.

About the Opportunity

As the Marketing Coordinator for Lifecycle and Member Communications, you will play an integral part in the Lifecycle Marketing team, providing support to the Marketing Managers & Head of Lifecycle and Member Experience on key programs of work.

The Lifecycle Marketing team is accountable for uplifting member engagement, retention and growth through designing and delivering connected, personalised and intelligent Member engagement programs across the customer lifecycle. These programs will span member / customer onboarding, engagement, retention, member benefits, cross-sell, win-back, and saves across a variety of communication channels including email, social media, direct mail, SMS and digital.

Come along for a new journey

You’ll be instrumental in ensuring our Marketing team delivers exceptional service. Here’s a glimpse of what you’ll be doing:

• Supporting the development and delivery of Lifecycle Communications strategy to lifecycle prospects, Members and customers, uplifting commercial and member outcomes for RACV
• Support the implementation of the optimisation strategy used to continually learn and iterate in-market journeys towards increased member and business value, implementing and reporting on selected experiments
• Develop optimisation solutions to journeys, communications and customer experiences, under direction of Manager, Member Communications & Operations, that deliver against team, departmental and organisational objectives
• Supports the Manager, Member Communications & Operations to gather, analyse and generate insights from business and customer data to underpin journey and comms optimization work, taking a data-led approach to continuous improvement
• Coordinate the execution and approval of creative assets required to optimise journeys and customer experiences, including creative brief development, agency briefing, providing feedback and gaining appropriate approvals across relevant stakeholders groups
• Coordinate and support the technical implementation and testing of journey touchpoint designs; working with relevant technical stakeholders to ensure high quality and defect free implementation
• Facilitating open communication and engagement with stakeholders ensuring they are well informed and prepared for journey or optimisation launches in market.
• Monitor commercial and engagement performance of journeys / experiments / optimisations, generate and report insights on a regular cadence and drive broader internal awareness and usage of your insights
• Support, as needed, in the roll out and optimisation of the operating model underpinning the RACV Audiences Framework and run components of the model as appropriate
• Support the Manager, Member Communications & Operations in building and executing a centralised approach to Communications uplift, in key touch points. 
• Help improve Member experience across all marketing communications including consistency, relevance, timeliness and quality – brand tone and identity alignment
• Demonstrate problem solving, detail orientation and proactiveness in all activities, bringing a spirit of continuous learning and collaboration, and building strong relationships across the business to ensure your impact on RACV and its members / customers is as positive and large as possible

What you’ll need to be successful

• Degree in Marketing or an industry related qualification
• Experience in marketing / campaign coordination including through the line mediums
• Sound communication skills both verbal and written with a proven ability to translate technical information into effective and meaningful communication
• Solid project management skills
• Have good knowledge and application of Microsoft Office packages
• Collaborative & adaptive
• Display sound judgement
• Work effectively within a team and as an active contributor
• Strong attention to detail  
• Strong customer focus
• Display resilience and value continuous improvement
• Demonstrate ability to build relationships with key stakeholders
• Lateral thinking
• Effective communicator, credible and naturally inquisitive
• Problem solving ability
• Ability to work in a fast-paced, unstructured Marketing environment and deliver outcomes.

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Application Process

You can learn more about the RACV at careers.racv.com.au

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.