Service Communications Lead – Personalised Journeys & Growth

RACV; Melbourne; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Flexible hybrid working model

Discounts across RACV products and ser

Career development opportunities

Job summary

RACV is seeking a Marketing Lead – Service Communications in Australia to shape member communications across welcome journeys, transactional and compliance messages. You will lead personalised, omni‑channel journeys and manage a team to implement and optimise them.

You will partner with marketing and cross‑functional teams to deliver operational plans, manage projects, and report progress to senior stakeholders, while driving efficiency and cost improvements in a fast‑paced environment.

Qualifications

• A tertiary qualification in Marketing, Business or a related discipline, or equivalent industry experience.
• 3+ years in a B2C environment with a focus on operational communications or communications strategy.

Responsibilities

• Lead the design of service communication experiences across member welcome journeys, transactional communications and mandatory and compliance communications
• Deliver operational communication plans and ad hoc strategic projects
• Support member and customer communications for remediation, issues and incident management, including crisis communications
• Track communication performance and continuously improve quality and efficiency, including cost reduction
• Collaborate with Salesforce and Business Process & Major Projects teams to build and execute communications
• Advise internal and external partners as a trusted adviser and participate in cross‑divisional planning
• Prepare senior stakeholder reports showing progress and gains for programs
• Mentor team members delivering the 1:1 Service Communications program

Education

Bachelor's degree in Marketing or related

Tools

Jira

Confluence

PowerPoint

Excel

Salesforce Marketing Cloud

Figma

Miro

Job description

RACV is seeking a Marketing Lead – Service Communications in Australia to shape member communications across welcome journeys, transactional and compliance messages. You will lead personalised, omni‑channel journeys and manage a team to implement and optimise them.

You will partner with marketing and cross‑functional teams to deliver operational plans, manage projects, and report progress to senior stakeholders, while driving efficiency and cost improvements in a fast‑paced environment.