Enterprise Customer Marketing & Communications Lead

Aia Group; Melbourne; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Training & development

Career mobility

Make a difference daily

Additional leave days

Health & wellbeing initiatives

Supportive managers

Job summary

AIA Australia is seeking a Senior Manager of Customer Marketing & Communications to shape the customer communications strategy across life and health insurance. You will drive governance, capability uplift and continuous improvement across journeys to enhance engagement and long‑term value.

You’ll partner with Retail, Product, Brand, Digital and Risk teams to deliver personalised, compliant communications and lead the evolution of CRM and marketing platforms for better customer experiences.

Qualifications

• Extensive experience in customer marketing and communications, with enterprise‑wide strategy track record.
• Strong ability to design multi‑channel lifecycle communications across onboarding, service, renewal, and retention moments.
• Ability to leverage insights, data and experimentation to improve outcomes and business performance.
• Excellent content strategy, copywriting and editorial skills across digital and traditional channels.
• Experience with CRM, marketing automation, customer data and platform needs.
• Strong stakeholder management with ability to align priorities across large organisations.
• Tertiary qualification in Marketing, Communications, Business or related discipline; experience in regulated industries is a plus.

Responsibilities

• Lead development of marketing strategies and assets for Enterprise customer programs and initiatives.
• Develop and lead enterprise customer marketing and communications strategy to ensure compliant, clear and customer‑centric interactions.
• Drive engagement and lifecycle communications across onboarding, policy changes, renewals, claims and service interactions.
• Establish governance, standards and best practices to improve customer experience and efficiency.
• Partner with stakeholders to deliver personalised, data‑driven communications and seamless journeys.
• Evolve customer communication capabilities including CRM, marketing automation and data platforms.

Skills

Customer marketing

Cross-functional collaboration

CRM & marketing automation

Data-driven decision making

Content strategy

Stakeholder management

Regulatory & compliance awareness

Education

Tertiary qualification in Marketing/Communications/Business

Tools

CRM platforms

Marketing automation

Job description

AIA Australia is seeking a Senior Manager of Customer Marketing & Communications to shape the customer communications strategy across life and health insurance. You will drive governance, capability uplift and continuous improvement across journeys to enhance engagement and long‑term value.

You’ll partner with Retail, Product, Brand, Digital and Risk teams to deliver personalised, compliant communications and lead the evolution of CRM and marketing platforms for better customer experiences.