Marketing Lead - Service Communications

Shape the future of member communications

Every message we send, from a warm welcome to a critical policy update, shapes how our members feel about RACV. As our Marketing Lead – Service Communications, you'll make each one count. You'll lead the design and delivery of personalised communication journeys, grow our service channels, and turn everyday moments into chances to build loyalty.

This is a hands-on leadership role with real influence. You'll work with the Head of Marketing Projects & Optimisation to plan the member communications program, partner with teams across the business, and test new ideas to keep improving the experience.

What you'll do

• Lead the design of service communication experiences across member welcome journeys, transactional communications and mandatory and compliance communications
• Deliver operational communication plans, plus ad hoc strategic communication projects
• Support member and customer communications for remediation, issues and incident management, including crisis communications when needed
• Track communication performance and keep improving quality and efficiency, including finding ways to cut costs
• Work with our Salesforce and Business Process & Major Projects teams to build and execute communications
• Advise internal and external partners as a trusted adviser and take part in cross-divisional planning
• Prepare senior stakeholder reports that build support for programs and show clearly how initiatives are progressing
• Mentor and work with the team members who help deliver the 1:1 Service Communications program

You'll bring

• A tertiary qualification in Marketing, Business or a related discipline, or equivalent industry experience
• 3+ years in a business-to-consumer environment with a strong focus on operational communications or communications strategy, ideally in a large, matrix-structured organisation
• Proven experience designing personalised, omni-channel communication journeys, and leading a team to implement and optimise them
• Exceptional stakeholder management skills and the ability to influence at all levels
• Strong project management skills and experience with agile tools (Jira and Confluence)
• Strong written communication skills
• An understanding of vendor management
• Advanced PowerPoint and Excel skills
• Experience with Figma, Miro or similar tools for mapping customer communication journeys
• The ability to thrive in a fast-paced, unstructured marketing environment and add value quickly
• Experience with marketing automation and personalisation tools, especially Salesforce Marketing Cloud highly desirable.

We offer 

• Opportunities to work on innovative growth areas including electrification and home services.
• Discounts and benefits across selected RACV products and services.
• A collaborative and inclusive culture where your ideas and expertise are valued.
• A flexible hybrid working model.
• Career development opportunities within one of Australia's most recognised member organisations.

 Our difference 

At RACV, we believe diversity and inclusion are essential to our continued success. We want our people to feel welcomed, supported and valued for who they are and what they bring. If you require any reasonable adjustments during the recruitment process or in the role, please let our Talent Acquisition team know.

 Application process 

Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check.