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Digital Experience Lead

big-red-group · 15 days ago
Negotiable
Full-time
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Big Red Group is the largest experience network in Australia and New Zealand. A powerful connector that provides more than 3000 experience operators with quality customers and the tourism industry with trusted intelligence and partnership.

Australian owned, Big Red Group operates an industry-leading platform, enabling the wholesale distribution of experiences through domestic and international partners, powering its renowned domestic marketplaces RedBalloon, Adrenaline, Experience Oz, and Everything NZ. Equipping in-destination experience retailing through hotels and travel agents through its Local Agent offering. As well as a suite of software products and services to support experience operators grow their businesses.

With a purpose to ‘shift the way people experience life’, Big Red Group seeks to reduce the tide of consumption. Encouraging people to choose ‘stories over stuff’ at every opportunity. Together with our experience operators, we are on track to deliver an experience every second by 2030.

We are The Experience Network.

The Role:

Working as part of our Digital Experience team you’ll be responsible for planning and executing an end-to-end program to grow and create value for our owned audience and deliver improved customer experience and conversion onsite.

Core Activities:

  • Assist the Head of Digital Experience in setting the vision and CRM ambition for the business
  • Full ownership of the CRM strategy development and delivery for RB
  • Budgeting and forecasting
  • Inspire the team to do great work through examples of best practice CRM
  • Provide coaching and support to the team, inspiring them to do great work and helping them to understand their contribution and the difference they can make to our customers lives

Customer Marketing:

  • Manage the strategy and roadmap of CRM activity for RedBalloon across AU and NZ, crafting audience journeys/campaigns that help grow our audiences and deliver customer and commercial outcomes.
  • Delivery of these experiences through end-to-end project management, including ideation, creative development and CX mapping. Some email build and QA, workflow build and QA within Salesforce Marketing Cloud during peak periods.
  • Regular campaign reporting and developing insights to plan optimisations.


Audience Personalisation:

  • Act as the business owner for our marketing data platform (in partnership with technical teams), including the end-to-end process of building, testing, and activating targeted audiences within platform to enable 1:1 and media campaigns.
  • Collaborate with the Product team on an ongoing CRO program

Subscriber Proposition and Acquisition

  • Continuously improve all Consumer communications including transactional, triggered, campaigns and hallmarks through innovation, best practice and A/B testing
  • 6+ years experience in a Digital Product, Lifecycle Marketing or Digital Experience role or similar 
  • Experience with Salesforce Marketing Cloud highly regarded
  • Impeccable attention to detail 
  • Strong stakeholder management and communication skills 
  • Experience with loyalty or membership programs highly regarded


Experience Required:

  • 6+ years experience in a Digital Product, Lifecycle Marketing or Digital Experience role of similar
  • Experience in Salesforce Marketing Cloud highly regarded
  • Impeccable attention to detail
  • Strong stakeholder management and communication skills
  • Experience with loyalty or membership programs highly regarded

Why work for us?

Our dedication is to provide a workplace you choose to return every day.

Community - ESG commitment, paid community days, Fast Company 'Brands that matter', weekly, Volunteering

Connection - organised experiences, quarterly roadshows, offsites, social & sports events

Investing in you - 30 days work anywhere, Leadership Development, Talent Academy's, Mentors, Paid Parental Leave, Wellness support

Your Workplace - Hybrid flexible, Sydney & GC offices, 2022 AFR Best Place to Work, 2021 Australian Employer of Choice, Top 20% most engaged workplaces in Australia.

Last updated on Feb 6, 2024

See more

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