Marketing Manager, Home Buying

Marketing Manager, Home Buying In-Life Engagement and Retention 

Be part of a dynamic, fast-paced Home Buying Marketing team focused on deepening relationships with existing home loan customers through data-led engagement, retention and primarily below-the-line communications. 

Do work that matters 

You will work closely with the Home Buying Domain to strategise, execute and optimise customer engagement and retention activity aligned to business priorities and existing Home Buying customer needs. You will be responsible for delivering lifecycle, service, engagement and retention communications, primarily across below-the-line channels including eDM, NetBank, CommBank app, direct mail, POC, lender-led communications and other owned or 1:1 channels. 

See yourself in our team 

Consumer Marketing is a Centre of Excellence (CoE) within the Marketing and Corporate Affairs function at CommBank. 

Our wider team directly supports the Product Domains in the Retail Bank to deliver both the marketing and product priorities. We partner closely with other CommBank Marketing CoEs including Brand & Creative, Business & Institutional Marketing, Media, and Customer Insights and Research. 

Your direct team supports the Home Buying crew, with a focus on in-life customer engagement, proactive retention, lifecycle journey optimisation and customer communications across owned, digital and 1:1 below-the-line channels. 

On any given day, you will: 

• Translate business objectives, customer insights and lifecycle signals into customer engagement, retention and communications strategies. 

• Develop and project manage primarily BTL campaigns and customer journeys that improve customer engagement, deepen relationships, reduce churn, support product usage, improve customer experience and strengthen NPS. 

• Influence core partners across product, customer data and analytics, digital, risk, legal, servicing and frontline teams to develop and deliver customer communications strategies that meet business, customer and regulatory objectives. 

• Drive the management, execution, delivery and post-campaign reporting for BAU and strategic in-life initiatives, including briefing, customer journey design, campaign execution, delivery, optimisation and PIR. 

• Support always-on, event-triggered and lifecycle-led communications across key moments in the home loan journey, including onboarding, rate change, fixed rate maturity, repayments, discharge, digital adoption and proactive retention. 

• Use customer data, behavioural triggers, segmentation and performance insights to identify opportunities for more timely, relevant and personalised customer engagement. 

• Build robust analysis and reporting of delivered activity to demonstrate marketing contribution to retention, digital engagement, service reduction, customer satisfaction and business outcomes. 

• Partner with channel, platform and operations teams to deliver communications through BTL channels, including eDM, NetBank, CommBank app, direct mail, POC, lender-led outreach and emerging customer engagement platforms. 

• Uphold brand voice, customer clarity, accessibility, consent, preferences and messaging consistency across all customer communications and channels. 

• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions, and decisions we expect from our people. 

We’d love to hear from people who have: 

• Experience delivering customer engagement, lifecycle, retention or CRM campaigns with accountability across strategy, production, execution and optimisation. 

• Strong project management, stakeholder management, analytical, verbal and written communication skills. 

• Commercial acumen and ability to track, optimise and demonstrate impact from engagement, retention, customer experience and communications metrics. 

• Ability to turn customer data, behavioural insights, lifecycle moments and research into actionable communication strategies and test-and-learn opportunities. 

• Experience working across owned, digital and below-the-line channels, with an understanding of customer preferences, consent, governance and communications best practice. 

• Ability to build strong relationships with internal and external stakeholders across product, data, digital, operations, legal, risk, creative and channel teams to create positive customer and business outcomes. 

• A creative thinker with a problem-solving, customer-first and growth mindset. 

• At least 5 years’ experience in CRM, customer lifecycle marketing, marketing communications, retention, customer engagement or related marketing roles. 

• Experience in financial services, customer communications platforms, marketing automation, lifecycle journeys or regulated communications environments is preferred but not essential. 

If this sounds like your next career opportunity, please apply now!