Senior Manager, Customer Marketing And Communications

Aia Group; Melbourne; Presencial; AUD 180.000 - 230.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training & development

Career mobility

Make a difference daily

Additional leave days

Health & wellbeing initiatives

Supportive managers

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer marketing

Cross-functional collaboration

CRM & marketing automation

Data-driven decision making

Content strategy

Stakeholder management

Regulatory & compliance awareness

Educación

Tertiary qualification in Marketing/Communications/Business

Herramientas

CRM platforms

Marketing automation

Descripción del empleo

Job Description

BE THE DIFFERENCE
At AIA we don't simply believe in being 'the best'. We believe in better – because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The opportunity:

The Senior Manager, Customer Marketing & Communications is responsible for shaping and leading AIA Australia's customer communications strategy across Life and Health Insurance, ensuring every interaction is clear, consistent, compliant and customer-centric. The role drives enterprise-wide communication governance, capability uplift and continuous improvement across customer journeys, enhancing engagement, experience and long-term customer value.

Working closely with stakeholders across Retail, Group, Product, Brand, Digital, Technology and Risk functions, the role establishes communication standards, prioritisation frameworks and future-focused capabilities that enable personalised, data-driven customer experiences. By improving the quality, relevance and effectiveness of customer communications, the role supports stronger engagement, retention and advocacy, while advancing AIA's purpose of helping people live Healthier, Longer, Better Lives.

To do this successfully you will:

• Lead the development of marketing strategies and assets for Enterprise customer programs and initiatives such as wellbeing, working with Channel Marketing teams on go to market execution
• Develop and lead AIA's enterprise customer marketing and communications strategy, ensuring customer interactions are clear, consistent, compliant and aligned to business and customer priorities.
• Drive customer engagement, retention and lifecycle communication strategies across key moments including onboarding, policy changes, renewals, claims and service interactions
• Establish and embed communication governance, standards, frameworks and best practices that enhance customer experience, communication quality and operational efficiency
• Partner with stakeholders across Customer, Retail, Product, Brand, Digital and Technology teams to deliver personalised, data-driven communications and seamless customer journeys
• Lead the evolution of customer communication capabilities, including CRM, marketing automation, customer data, personalisation and communication platforms and enterprise consent management
• Use customer insights, performance data and test-and-learn methodologies to measure effectiveness, optimise communications and drive continuous improvement
• Build strong cross-functional relationships and influence enterprise decision‑making while ensuring communications meet customer, regulatory, privacy, risk and compliance requirements

Successful applications will demonstrate:

• Extensive experience in customer marketing and communications, with a proven track record developing enterprise‑wide communication strategies, governance frameworks and customer engagement programs
• Strong expertise in designing and optimising multi‑channel customer lifecycle communications across onboarding, service, renewal, retention and other key customer moments
• Demonstrated ability to leverage customer insights, data, journey analysis and experimentation to improve communication effectiveness, customer outcomes and business performance
• Exceptional content strategy and communication skills, including plain language, copywriting and editorial experience across digital and traditional channels
• Experience working with CRM, marketing automation, customer data and communication technologies, with the ability to define and influence future capability requirements
• Strong stakeholder management and influencing skills, with a proven ability to build business cases, align competing priorities and deliver outcomes across complex organisations
• Tertiary qualification in Marketing, Communications, Business or a related discipline, with experience in insurance, financial services, healthcare or another regulated industry highly regarded

Why choose AIA: At AIA, we’re proud to help people live healthier, longer, better lives. And it starts with our own people.

• Access our training and development to build on your current skills
• Career development through internal mobility opportunities
• Work for a business helping millions of Australians and make a difference to someone's life everyday
• Access additional leave days a year to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group - it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they're different. What makes us truly different at AIA, is the difference we make in people’s life. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?