Customer Marketing Manager

Full-Time - Sydney CBD

Date posted
19 September 2020
Applications close
26 February 2020
  • Work with impact and purpose
  • Opportunity awaits - Leading industry fund in period of growth
  • 5 mins from Wynyard

Where your personal best is recognised in an environment with great benefits. flexibility and professional development opportunities.

About Us:

As one of Australia’s largest profit-to member superannuation funds, our mission is to help our members achieve their personal best retirement outcomes. We work with 176 thousand employers and have over two million members playing a role in the futures of around one in six working Australians.

Our team at Rest enjoy a positive culture built around our core values “The Rest Effect”. We seek excellence in everything we do, are dynamic and innovative in the way we work, are always accountable, we are champions of our members and we succeed together.

We value and support our team members by offering a great range of benefits, including but not limited to; flexible work environment, an open plan and modern office, free fruit, health and wellbeing programs and tailored development plans to support you to achieve your personal best career outcome with us.

About the Job:

Work within the newly developed ‘Retention Squad’ to help prioritise business-wide Retention initiatives. For all initiatives, act as the lead for the Member Engagement Team and deliver strategies, plans and executions that make the most of the opportunities to drive greater retention within Rest’s base. This will include designing and implementing targeted 121 communications/campaigns, member experiences & programs. Take a channel agnostic approach to ensure we’re reaching members in the most suitable channel, with the most relevant messages. 

Working closely with various teams across Rest to ensure alignment with the Rest Brand & overarching business strategy, as well an integrated approach to retention and building a solid relationship with our agency and media partners to drive efficient and effective member outcomes. 

Key responsibilities for the role include:

  • Act as the Member Engagement representative within the Retention team. 
  • Based on the team priorities, develop and deliver highly targeted 121 data-driven communications, campaigns, programs and member journeys – primarily designed to drive Retention, but that also contribute to CSAT, NPS & Member Education. 
  • Help with reporting and presentations of results and achievements of the Retention Squad to be presented monthly to the ELT, and where necessary the Board. 
  • Work with the Customer Analytics Team to develop a ‘Retention Squad Dashboard’ which clearly articulates how the squad’s initiatives are contributing to and fulfilling targets for retention. 
  • Assist the Senior Customer Marketing Manager (Lifecycle) in delivering against the quarterly Member Marketing plan, designed to contribute to the wider business objectives and strategy.
  • Closely manage the strategic and creative agency where necessary, writing insight-driven briefs designed to deliver excellence in execution. Manage strict project timelines and agreed budgets, including those of agency partners. 
  • Work alongside the Campaign Delivery Team & Customer Analytics Team to ensure excellence in campaign implementation (using segmentation), evaluation, reporting & ongoing optimisation. And to drive the use of marketing automation best practice via the Marketo platform, including the use of highly targeted dynamic content. 
  • Assist the Senior Customer Marketing Manager (Lifecycle) and the Campaign Delivery Team in automated lifecycle planning for comms, based on behavioural and event-based triggers. 
  • Be a brand champion, driving continuous improvement and proactively looking for opportunities to improve member experience. 
  • Act as a brand guardian ensuring consistency of brand, tone of voice and member messaging across all member touchpoints.
  • Build relationships and help raise awareness of member engagement initiatives across the organisation and with key strategic partners, especially within the Retention Squad.

About You:


  • Tertiary qualifications in a marketing or similar discipline, or equivalent experience.

Required experience, understanding or credentials including:

  • 5+ years of financial services marketing experience, or in another highly regulated industry.
  • Experience in 121 marketing, specifically CRM, direct marketing and digital.
  • Solid end-to-end marketing campaign management experience and a proven track record of results.
  • Excellent grasp of Customer Experience principles and lifecycle marketing. 
  • Experience in developing communication materials for various audiences, including strategic PPT presentation documents designed to deliver a consistent strategic message, capture approach and results and ultimately a PIR.
  • Strong brief writing skills specifically geared towards an insight-driven approach. 
  • Experience in managing marketing effectiveness through campaigns metrics, developing and delivering against KPIs.
  • Experienced stakeholder management, ability to influence and collaborate at all levels.
  • Experience in project management, including managing and reporting on budgetary performance and strict timeline management.
  • Strong oral and written communication skills with an ability to present to large groups in a clear and motivational manner.
  • Good understanding of research with skills to interpret data findings and implement insights. 
  • Understanding of financial services marketing and specific superannuation/insurance product knowledge and working knowledge of superannuation fund administration would be desirable.
  • Experience in managing automated campaigns using Marketo and in working with targeted social media advertising.


At Rest we believe that everyone has the power to make a difference and we offer an inclusive and diverse environment that values the qualities and backgrounds that our people bring to the team. We encourage open and diverse thinking, collaboration, innovation and high performance.

If this sounds like you, apply now by submitting your resume and an optional covering letter summarising your experience and outlining why you are interested in the role or email


Visit our website to learn more about your next opportunity at Rest to create happier tomorrows for our customers and in your own life at

Please note only people with the right to work permanently in Australia will be considered.  


To apply, click on the “Apply Now” button, fill in the form, attach your CV and cover letter addressing the points above. We look forward to hearing from you.