CRM Journey Orchestration Lead

Hi. We’re OFX, a global provider of online international payment and money management services. Our journey is one of exciting growth and transformation, revolutionizing how businesses and individuals move and manage money globally. We're evolving into a global payment solutions provider, enabling businesses to streamline their global financial operations, improve control, reduce costs and achieve more. Our new Business Platform offers clients real-time visibility and controls over their payments, expenses, approval workflows and reconciliations to help make business easier.

At OFX, you’ll have the opportunity to bring your expertise to life, collaborate across disciplines, and be part of a team shaping the future of global money management.

Purpose of your role

We're undergoing a transformative journey focusing on B2B growth and expanding revenues through launching a new SaaS platform and products for B2B clients globally so that their business thrives with better money movement and control. The role of CRM Journey Orchestration Lead will focus on designing, implementing, and optimising client journeys that seamlessly drive activation, engagement, conversion, and loyalty for B2B clients globally across the entire client lifecycle.

The ideal candidate is a dynamic customer first thinker with a diverse skill set that combines strategic thinking, story telling, technical expertise, stakeholder management and execution precision. The role will work closely with Product, Technology, Commercial, Operations and Marketing.

You’ll think holistically and omni-channel across marketing, sales and service leveraging the latest marketing technology to optimise client engagement to deliver a consistent client experience, B2B growth and expanded revenues.

What you'll be doing 

• Own the global client engagement journey map: identify and continually refine the pivotal lifecycle events for the ‘always on’ global client engagement program to deliver B2B growth, expanded revenues and create stickiness
• Deeply understand the operational experience to translate this into a timely and relevant client engagement plan. You’ll understand the platforms, systems and data points required to trigger personalised experiences for clients.  
• Global client engagement journey delivery: create and deploy highly personalised omni-channel client journeys in line with the client engagement journey map to optimise every touchpoint with global consistency and regional nuances where this adds value for clients and OFX
  Storytelling and communication: use storytelling to communicate client engagement strategies effectively to stakeholders and bring the OFX client value proposition to life for clients at every touchpoint in the client engagement program
• You’ll become an expert in the product propositions and platform packages and work closely with data teams to segment audiences and deliver relevant client engagements
• Leverage personalisation to deliver the right message to the right ‘contact’ in each business at the right time with the right message, a solid understanding of regional insights and important differences are critical for effectiveness and supporting the regions
• Cross-functional team leadership, collaboration and stakeholder management: work closely with Product, Technology, Commercial, Operations and Marketing to align the client journeys with business goals and client expectations, and ensure successful delivery and effectiveness
  Global client engagement journey optimisation: monitor and iterate on each live automated journey to improve performance and drive greater expanded revenues and increased loyalty through a robust testing and learning framework
• Analysis & insights: source and analyse client feedback and behaviour associated with client engagement journeys to identify any pain points and opportunities for improvement. You’ll use data to make informed decisions around next best customer action and opportunity for growth within customer segments 
• Performance monitoring: track KPIs such as communication engagement rates, retention rates, product adoption rates cross-sell rates, client reviews, and revenue growth to measure success
  Leverage and activate data: integrate client data from various sources (e.g. CRM systems, CDPs, marketing platforms) to activate client journeys and analysing it to derive actionable insights informing optimisations and new opportunities
• Always keep learning: keep abreast of the latest Salesforce and marketing technologies, and evolving client engagement and marketing automation best practices to ensure the OFX client engagement program is world-class

• Tertiary-level degree qualified in Business, Marketing or Communications
• Certified Salesforce Marketing Cloud Email Specialist
• Certified Salesforce Marketing Cloud Consultant highly desirable
• Certified Salesforce Marketing Cloud Account Engagement Specialist

What you bring:

• 8+ years marketing experience in a fast-paced environment, B2B experience highly desirable
• 5+ years experience working hands-on in Marketing Cloud implementations
• Extensive experience with Salesforce Marketing Cloud Studios & Builders - most importantly Email Studio, Mobile Studio, Content Builder, Journey Builder, Automation Studio, Cloud Pages and Query Studio 
• Proficiency in AMPscript and SQL are essential
• Experience with Salesforce CRM - sales and service clouds
• Experience with Salesforce Data Cloud
• Ability to establish data models, work with APIs, segments and configurations
• Proven record in customer journey implementation and optimisation, marketing automation and sophisticated personalisation
• Strong commercial business acumen with experience in analysing marketing activity performance 
• Highly organised, with strong attention to detail, clarity & accuracy
• A strong desire to execute, drive impact and demonstrate urgency
• Curiosity about the client, product and the experience, and an analytical mindset with experience in using data insights to inform strategy and optimisations
• Exceptional communication skills, verbal and written, with a talent for simplifying complex information for diverse audiences
• Strong project management skills with the ability to handle multiple priorities in a fast-paced environment
• Creative problem-solving abilities to address and overcome challenges
• Ability to work well under pressure, with a high level of motivation in a matrix organisation
  Energetic, positive, resilient - with the ability to forge ahead with conviction in an organisation that is undergoing significant change and disruption

What it's like working at OFX

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at [email protected].

We encourage you to apply if this role aligns with your career aspirations.