General Manager of Marketing & Customer Experience

at; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

A leading bedroom retailer is seeking a General Manager of Marketing & Customer Experience in Melbourne, Australia. The ideal candidate will drive traffic to stores and e-commerce channels while ensuring the delivery of exceptional customer experiences. Responsibilities include managing marketing strategies, financial oversight of the marketing budget, and leading a team to execute promotional plans effectively. This position demands a combination of strong leadership skills and digital marketing expertise to maintain the brand's reputation as a top choice in the industry.

Benefits

Competitive salary

Opportunity for career advancement

Dynamic work environment

Qualifications

• Experience in a senior marketing role, preferably in retail.
• Proven ability to develop and execute marketing strategies.
• Strong financial management skills and budget tracking.

Responsibilities

• Drive customer traffic and improve analytics through technology.
• Work with cross-functional teams to enhance customer experience.
• Manage and optimize the Marketing Fund for performance goals.

Skills

Leadership skills

Digital marketing expertise

Analytical skills

Communication skills

Education

Bachelor's degree in Marketing or related field

Tools

Google Analytics

Social media platforms

CRM systems

Job description

General Manager of Marketing & Customer Experience

At Snooze, we inspire customers to create tailored bedroom solutions for every life stage, delivered with the passion and expertise of our people. We are extra proud of the reputation we've built over the last 50+ years in business.

Our success is built on a reputation for exceptional customer service, quality craftsmanship, and expert advice, earning Snooze a loyal following as one of Australia’s most loved and recognised bedroom retailers.

Snooze Management, based in Canterbury, Melbourne is currently seeking an exceptional General Manager of Marketing & Customer Experience.

This business critical role has a responsibility for driving customer traffic to Snooze retail stores and to Snooze's e commerce channel.

The General Manager of Marketing and Customer Experience is responsible for Marketing direction and brand strategy, ensuring the delivery of an exceptional customer experience through Snooze retail stores and our omni-channels, while ensuring governance and compliance in all areas of Marketing operational activity.

This high profile role is responsible for our store brand guidelines, both internally and externally, and works closely with both Operations and Product Teams to ensure compliance across the network.

The General Manager of Marketing & Customer Experience needs to ensure the Marketing team is effectively promoting the company and brand, targeting appropriate audiences to optimise traffic, traffic quality, sales/revenue and profit. The successful candidate will also be responsible for the financial management of the Snooze Marketing Fund, ensuring it is used productively and optimised to achieve the set performance goals.

Key responsibilities

• Work with the Snooze Executive Committee to;
• Generate concepts and strategies to drive traffic through traditional and omni channel sources
• Ensure Marketing plans are targeted to address key market segments and key price points and specifically aligned to the Snooze strategy
• Study and monitor the offering of local and global retailers, including social media influencers and on‑line offers outside traditional bricks and mortar ranges
• Continually develop and drive progress via our digital store to deliver a world class customer experience, and best in class sales contribution results
• Influence and keep abreast of all changes and opportunities in e commerce and collaborate closely with the Head of eCommerce & Digital, Head of Brand, and Head of Campaign & Media to drive online traffic and improve analytics through technology
• Ensure all ACL compliance factors are adhered to in order to drive sales growth through campaign activity and traffic
• Develop a promotional plan with the General Manager Product and Snooze Executive Committee for each product category
• Be accountable for the accuracy and relevance of all communication that leaves the Marketing team, noting that legal compliance is an imperative
• With approval and agility, adjust Marketing campaigns in response to unforeseen traffic and macro influences
• As required, travel nationally and internationally to keep abreast of trends
• Identify new Marketing partnership opportunities for Snooze
• Manage, develop and deploy local area marketing strategies to assist stores with driven traffic and sales when required/requested
• Develop Snooze’s corporate social conscience to create a reason and purpose for consumers, stakeholders and employees to respect the Snooze business

Communication

• Deliver clear messages in a compelling way, using appropriate mediums that inspire the audience in every communication produced for the Snooze business
• Establish clear channels of communication with key stakeholders to ensure promotional plans are on track and able to fulfil forecasts and advertising deadlines
• Work with all business stakeholders, including the board of management to achieve the desired outcomes for all stakeholders
• Regularly negotiate SLAs with media outlets and third‑party agencies to deliver services that assist Marketing the brand
• Participate in the education of the franchise network during quarterly Forums, presenting departmental updates, projects and brand health reviews
• Consult regularly with franchise partners and stakeholders to keep abreast of frontline trends, listen to suggestions and relay information to assist.
• Inspire relevant team members to engage franchise partners each month to enquire how LAM and Marketing strategies are performing, to consistently gather feedback from the field
• Maintain professionalism, impartiality, and confidentiality in all sensitive commercial and relationship dealings
• Understand the challenges in the mattress and furniture category, including health benefits, product composition and manufacturing standards
• Work collaboratively within project teams for approved business initiatives

Leadership

• Demonstrate a collaborative leadership style, role modelling openness to feedback, conscientiousness and building trust at all levels
• Encourage cross functional relationships across Support Centre
• Champion appreciation and gratitude for the strengths and contribution of others at work
• Lead & coach each member of the Marketing team to ensure individual performance is at a consistently high standard
• Appraise each member of staff regularly
• Prioritise the Marketing team workload, considering the importance of competing objectives and multiple work streams
• Motivate, mentor, and inspire each team member to go beyond
• Ensure all deadlines are met and all details are followed up in a timely manner, with quality effort and without constant prompt
• Support experimentation, ideation, creativity to unlock innovation, encouraging team to test promising ideas and take risks with new approaches‑ then advance ideas
• Cascade the Marketing vision and Snooze strategy into action, providing a road map of goals, objectives, and key metrics
• Demonstrate an action‑oriented approach, delivering results by being performance‑focused and passionate about delivering an awesome Snooze customer experience
• Role model authentic leadership, inspiring others to embrace and develop their individuality
• Be a custodian of the Snooze Brand‑ lead, live and breathe the Snooze Brand, standards, policy, style, and importantly our Values.

Administration

• Create the Marketing Calendar and any Marketing materials with General Manager Product and senior management, producing an accurate spread sheet of promotional activities
• (Please note that shortlisted candidates will be required to provide a clean national Police Check due to the inherent requirements of this role)

If you feel you have the skills, experience and background to make an impact in this exciting role, apply today by completing the questionnaire and uploading your CV.

Capt’n Snooze started in Melbourne in 1974, one of the first specialist bed stores in the country. As demand grew it was soon time for Capt’n Snooze to spread its cape across Victoria and into New South Wales.

In 1992 Capt’n Snooze arrived in Queensland and impressed locals with its signature bedroom expertise and personalised bedroom options. Soon after, Capt’n Snooze joined forces with franchised bedding group, Bedpost, creating one of the world’s largest franchised specialist bedding chains.

Now called, Snooze, many of our 80+ stores are nationally owned and operated by local Franchisees, and we still offer that warmth with all the benefits of 50 years of experience.