1-1 Campaign Automation Lead
Suncorp · Melbourne
1:1 Campaign Automation Lead
- Permanent opportunity | Sydney, Melbourne or Brisbane
- Insurance, Brand & Customer Experience | First-line leadership role
About the role
We’re looking for an experienced 1:1 Campaign Automation Lead to help shape and deliver personalised, connected customer experiences across Suncorp’s customer lifecycle.
Reporting to the 1:1 Retention Manager, you’ll lead the prioritisation, development, optimisation and execution of automated, event-driven and trigger-based marketing programs across an enterprise marketing automation platform. Your work will focus on improving retention, customer lifetime value, journey performance and revenue outcomes.
This ia a hands-on technical leadership role with no direct reports. You’ll provide guidance, assistance and education to Campaign Automation Specialists, helping resolve complex build challenges and strengthen capability across campaign development, data, personalisation, quality assurance and optimisation.
Working closely with the 1:1 Lifecycle team, Digital & Customer Marketing, Brand & CX, data, analytics, technology and channel teams, you’ll contribute to quarterly planning and orchestrate relevant, timely communications across each stage of the customer journey.
You’ll also play an important role in advancing our marketing automation maturity by developing reusable delivery frameworks, validating new capabilities and proofs of concept, and identifying practical, responsibly governed applications of AI.
What you’ll do
In this role, you will:
- Prioritise campaigns and programs for business-as-usual delivery, optimisation and strategic uplift.
- Translate marketing objectives into practical technical solutions aligned with customer, team and platform strategies.
- Lead and, where required, personally execute 1:1 marketing campaigns that support brand, financial and customer objectives.
- Design, build and optimise automated, event-driven and trigger-based programs across eDM, SMS, push and other approved owned channels.
- Partner with the 1:1 Lifecycle team to translate retention priorities and customer insights into relevant, connected experiences that reduce avoidable churn and strengthen customer relationships.
- Orchestrate customer experiences across lifecycle stages, platforms and channels, with clear decision points and appropriate governance.
- Reimagine lifecycle journeys using data, experimentation, personalisation and automation.
- Lead customer targeting, data setup, personalisation logic and technical quality assurance for complex programs.
- Coach and upskill Campaign Automation Specialists through complex builds, technical problem-solving, peer review and reusable guidance.
- Implement audience, decisioning and trigger-based programs in partnership with Brand & CX, data, analytics, technology and channel teams.
- Develop scalable frameworks, briefs, templates, controls, monitoring processes and integration patterns for efficient and governed campaign delivery.
- Identify and integrate approved data, customer signals and platform capabilities to improve relevance, insight and program effectiveness.
- Plan and execute test-and-learn programs, turning results into improvements across campaigns, journeys and operating models.
- Lead the development and validation of minimum viable products, future-state use cases and new automation capabilities supporting retention and digital growth priorities.
- Develop strategic initiatives and proofs of concept that advance 1:1 marketing, AI-assisted delivery and marketing orchestration.
- Establish practical AI use cases, guardrails, human approval points, monitoring and auditability to improve quality, efficiency and decision-making.
- Manage change requests and assess technical impacts for new and existing campaigns, including documentation, risk and support considerations.
- Partner with Martech and architecture stakeholders on future technology, integration and capability roadmaps.
- Establish observable and auditable delivery practices, including appropriate approvals, monitoring and escalation pathways.
- Support Brand Marketing and other marketing teams with scalable customer marketing programs and reusable automation capability.
- Use performance reporting and insights to prioritise optimisation opportunities and inform lifecycle strategy.
- Collaborate with Performance Analytics to define success measures, measurement frameworks and reporting requirements.
- Coordinate effectively with external partners and agencies.
- Manage an allocated budget and support ROI-based marketing decisions.
What you’ll bring
You’ll have at least six years’ experience in a similar client-side or agency environment, with a focus on direct marketing, customer marketing or marketing automation.
You will also bring:
- A tertiary qualification in IT, Business, Marketing or a related discipline, which is mandatory.
- Demonstrated experience delivering personalised 1:1 marketing across eDM, SMS, push or other owned channels.
- Hands-on subject-matter expertise building complex campaigns in an enterprise marketing automation platform such as Salesforce Marketing Cloud, Adobe Campaign or an equivalent platform.
- Experience designing, building and scheduling automated, event-driven and trigger-based marketing programs, including retention and loyalty journeys.
- Advanced experience developing emails using modular, reusable templates and scalable content patterns.
- Strong HTML and CSS skills, including troubleshooting and cross-client email rendering.
- Experience with JavaScript and/or personalisation languages such as AMPscript, SSJS or an equivalent scripting language.
- Proven experience writing, reviewing and optimising SQL for audience selection, segmentation, personalisation and campaign operations.
- Working knowledge of APIs, webhooks, event-driven integrations, data models and marketing platform connectivity.
- A strong understanding of marketing orchestration across customer journeys, data, decisioning, content, channels, measurement and governance.
- Knowledge of direct marketing processes across eDM, SMS, push and content, including consent, approvals, quality assurance and operational controls.
- Experience diagnosing complex technical issues, guiding specialists through their resolution and converting solutions into reusable standards or documentation.
- Experience providing technical leadership to campaign specialists and collaborating across marketing, data, analytics and technology teams.
- A strong understanding of analytics and marketing technology, including how measurement and insight inform journey optimisation.
- The ability to interpret performance analytics and turn findings into prioritised campaign and lifecycle improvements.
- An understanding of AI applications across marketing automation, marketing technology and data, including responsible use, governance and opportunities to improve customer and delivery outcomes.
- The ability to shape and validate AI-assisted use cases with suitable human approval, monitoring, governance and auditability.
- Strong consulting, communication, collaboration and stakeholder-management skills.
- Excellent planning, organisation, analytical thinking and attention to detail.
- A customer-focused, results-driven outlook and the ability to deliver in a complex, changing environment.
- A deep understanding of customer lifecycle journeys and connected customer experiences.
- Enthusiasm for marketing technology, AI and data, with the ability to identify opportunities, dependencies and risks.
- Strong quality assurance and peer-review capability.
- The ability to lead a cross-functional squad or team towards customer-first goals and initiatives.
- Experience coordinating with external agencies and partners.
- Experience with ROI-based marketing management and allocated budgets.
Certification in Salesforce Marketing Cloud or another enterprise marketing automation platform will be highly regarded
What You’ll Enjoy
- Access our award-winning Shine platform – your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.
- Opportunity to receive performance-based Incentives and Suncorp shares for eligible employees
- Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annually
- Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus for eligible employees
- Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
- Discounts at 900+ retailers, Fitness Passport, and reduced super fees
- Paid volunteer leave, donation matching, and unlimited emergency response leave
- Diversity is celebrated through employee resource groups and inclusive policies for all families