About the role
This is a senior leadership role for someone who combines deep marketing technology expertise with strong commercial, operational and people leadership capability. You’ll lead the Customer Operations / Engagement Operations team and ensure our lifecycle, automated and tactical customer campaigns are customer-led, scalable, compliant and high performing. Using Braze as our core customer engagement platform , you will lead the design, build, governance, quality assurance and optimisation of complex automated journeys and campaigns. You’ll work closely with Marketing, Product, Data, Technology, Commercial, Customer Service and Legal to deliver seamless, relevant customer experiences that support acquisition, retention, engagement and lifetime value.
Key Responsibilities
- Lead, develop and set priorities for the Customer Operations / Engagement Operations team.
- Own the operational delivery of lifecycle, automated and tactical customer campaigns.
- Build and optimise scalable customer journeys, workflows, segmentation and personalisation strategies in Braze .
- Establish robust campaign governance, approval processes, QA standards and documentation.
- Oversee audience selection, suppression logic, frequency management and contact policies.
- Ensure communications meet privacy, consent, accessibility, brand and regulatory requirements.
- Monitor deliverability, sender reputation, spam management and channel health.
- Lead campaign experimentation, including test design, control groups, statistical validity and performance measurement.
- Partner with Data and Analytics to strengthen reporting, attribution, audience quality and decision-making.
- Drive adoption of new martech capabilities and contribute to the customer engagement technology roadmap.
- Communicate campaign performance, risks, opportunities and recommendations to senior stakeholders.
About your experience
- Significant experience in CRM, lifecycle marketing, marketing automation or customer engagement operations within a complex digital business.
- Proven people leadership experience, including building and developing high-performing campaign or CRM operations teams.
- Deep, hands-on experience with Braze is essential. You must be confident designing, building, governing and optimising sophisticated campaigns, automations and customer journeys in Braze.
- Strong experience delivering multi-channel engagement programmes across email, push notifications, in-app messaging, web and/or SMS.
- Demonstrated capability in segmentation, personalisation, customer data, consent and database marketing.
- Experience designing robust experimentation programmes, including hypotheses, control groups, success metrics and statistical significance.
- Strong commercial and analytical acumen, with the ability to connect engagement activity to acquisition, retention, churn, revenue and customer lifetime value.
- Exceptional stakeholder-management skills and the ability to translate business requirements into scalable technical campaign solutions.
- Experience in subscription, streaming, sports, entertainment or media is highly regarded.
Life at Foxtel Group
A career with us means working across one or more of our brands including Foxtel, Kayo Sports, BINGE, Fox Sports and Foxtel Media. When you join, the Perks at Work are taken care of:
- You’re part of Fox Flex, our hybrid way of working with time spent at home and on campus
- Free & discounted products including Foxtel, Foxtel Broadband, Kayo Sports and BINGE
- Special days away from work for Birthday, Cultural & Volunteer Leave
- VIP Experiences: Free tickets to sporting events, red carpet premieres, advance screenings, and behind-the-scenes tours.
- Access to our holistic Fox Fit wellbeing program
- Company-wide meeting-free lunch hours and Friday afternoons
A note to recruitment agencies - we have this role covered. There is no need to get in touch, we do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
