Marketing Communications Manager, CLM Hybrid

Role Purpose

TPG is embarking on a program (Program Imagine) to integrate and simplify its business, operations, and technology platforms for its Consumer division.

The Customer Communications Manager plays a crucial role in TPG Telecoms transformation, focusing on planning, coordinating, and briefing below the line customer communications. The primary objective of this role is to support brand transformation and communicate customer impacts effectively. The Manager collaborates with cross-functional teams, provides clear briefs to internal creative teams, monitors progress, and ensures consistent messaging. By optimizing customer communications via a/b testing, the Manager enhances the customer experience and contributes to the overall success of the brand transformation initiatives.

Responsibilities

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

• Develop comprehensive customer communication plans to support transformation initiatives, including repositioning customer plans.
• Coordinate and manage all aspects of customer communications, ensuring consistent messaging across below the line channels:
• Email
• SMS
• Direct Mail
• Outbound telemarketing
• App push notification
• Collaborate with cross-functional teams, including Marketing, Product, Legal, Go to Market and customer service, to gather necessary information and insights for customer communications.
• Provide clear and detailed briefs to internal creative teams regarding the desired content, tone, and style for customer communications related to brand transformation.
• Review and provide feedback on creative concepts and materials developed by the internal creative teams to ensure they align with the communication objectives during the brand transformation process.
• Monitor and track the progress of creative deliverables, ensuring they are delivered on time and meet quality standards.
• Coordinate the production and distribution of customer communications materials, including emails, SMS, letters, and other relevant mediums.
• Monitor and analyse customer communications performance metrics to optimize effectiveness and engagement.
• Stay up to date with industry trends and best practices in customer communications to bring innovative ideas and strategies to the team.

 Knowledge & Experience:

• Bachelor's degree in marketing, communications, or a related field.
• Proven experience in customer communications or marketing coordination, preferably in the telecommunications or technology industry.
• Excellent written and verbal communication skills, with the ability to effectively collaborate with internal creative teams on communication requirements.
• Strong project management and organizational skills, with the ability to handle multiple priorities and deadlines.
• Familiarity with below the line channels, including email marketing, SMS campaigns, direct mail, and other relevant mediums.
• Attention to detail and the ability to ensure consistent branding and messaging across different communication materials during brand transformation.
• Analytical mindset with the ability to interpret data and metrics to drive continuous improvement.
• Proactive and collaborative attitude, with the ability to work effectively in cross-functional teams.
• Knowledge of customer segmentation strategies and the ability to tailor communications accordingly.

How we work

Everyone has a role in bringing the Spirit of TPG Telecom to life, but it starts with you. We’ve brought together powerful brands to create one united force. The latest technology and brave thinking let us connect our people and communities. You play a role in that. A big one. We invite you to bring your boldness and stand out. This place is a safe space for your true self to shine. You’re empowered. Opportunities are plenty for those ready to accept the challenge.

Benefits and perks

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Our TPG Telecom Spirit

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

Bolder and better together! 

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

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