Senior Manager, Customer Journeys

Through Fluidform we just don’t change bodies; we transform lives.

About Fluidform

This is a unique opportunity to join the team of Fluidform by Kirsten King, a global leader in personal movement. With an impressive portfolio of premium movement services and products, the company stands at the forefront of the industry.

Joining Fluidform means taking a crucial role in leading a dynamic team for one of the world’s most celebrated movement instructors, located in the fastest growing region for this exercise genre. With a teaching experience spanning over 20 years and a decade of successful studio operations, the Fluidform method stands validated and endorsed by celebrities, elite athletes, in-studio clients, and thousands of online members globally for its unique and proven approach to movement.

Your Role

The Senior Manager, Customer Journeys, is responsible for the strategic oversight, planning, and execution of marketing automation projects across the Fluidform Pilates At Home Application . This role leads the development and delivery of customer lifecycle journey campaigns, driving the strategic direction for on and off-platform communications, and working closely with our internal communication and App development team plus steering the relationship with our Customer engagement platform partner Braze. The ideal candidate will have a strong background in CRM systems, strategic planning, eCommerce or App experience, with a focus on delivering highly personalised customer experiences.

This full time role (Monday – Friday) can be based in Sydney or Melbourne and will report into the Fluidform General Manager.

Job Description

Strategic Oversight and Planning:

Own and lead the creation, build, and delivery of marketing automation projects.
Drive the strategic direction for customer journey initiatives, ensuring alignment with business objectives and customer relevance.
Drive and measure commercial impact from Journey initiatives.
Develop and implement new strategies to optimise customer journeys and enhance the overall customer experience.

Content & Communication Strategy:

Develop and execute industry-leading, highly personalised customer lifecycle journeys and campaigns.
Propose effective targeting strategies using complex data sets and apply smart audience selection to boost key business metrics.
Drive the strategic direction for on and off-platform communications, including email, SMS, push notifications, and other integrated channels.
Take an active role in the personalisation strategy, ensuring communications are tailored to
individual customer needs and preferences.
Test, learn and iterate campaigns leveraging best practice and insights from our Customer Engagement Platform Partner Braze

CRM and Marketing Automation:

Manage and execute all aspects of the Braze Customer Engagement CRM platform, including data governance, designing and building sophisticated marketing automation workflows.
Continuously evaluate and optimise CRM workflows and automations to improve efficiency and effectiveness.
Ability to bridge business and technical requirements, translating them into scalable campaigns with sophisticated testing capabilities

Data Analysis & Optimisation

Use data and various reporting platforms to analyse and understand the outcomes of journey activities, continuously optimising to improve results.
Define segmentation criteria for batch and trigger emails/SMS campaigns and conduct A/B testing to identify best practices.

Cross-Functional Collaboration:

Collaborate with cross-functional partners across our App Development, Internal communications, Content production and Operations teams to develop customer engagement initiatives and components that are on-brand.
Guide and teach the business on automation best practices and options based upon measurement experience and frameworks.
Foster a collaborative and high-performing team environment, encouraging innovation and continuous improvement.
Ensure timely and successful delivery of all CRM automation projects, meeting quality and performance standards.
Exceptional communication skills (both written and verbal), with a proven ability to manage diverse stakeholders effectively.

Governance & Compliance:

Stay on top of changes to the digital landscape such as changes to SPAM acts, privacy and best practices for email sends.
Ensure that all journey content is accurate, consistent, and on-brand, maintaining a distinctive tone of voice for the brand.
Ensure compliance with all relevant regulations and best practices in email marketing and customer communications.

Qualifications

Bachelor’s degree in Marketing, Communications, Business, or a related field.
Minimum of 6 years of experience in CRM, marketing automation, and digital marketing.
Proven track record of developing and executing successful customer journey strategies.
Strong leadership and project management skills, with experience overseeing cross functional projects across internal and external stakeholders.
Proficiency in Braze is highly desired or similar platforms such as Salesforce Marketing Cloud, Adobe Marketo (Braze is our chosen Customer Engagement Platform).
You will have experience with A/B and multivariate experiments and be up-to-date with the latest trends and best practices in online marketing and measurement.
You will have analytical skills and be data-driven in your thinking and be proficient in reporting campaign effectiveness.
A creative problem solver and critical thinker, with great attention to detail.
Strong understanding of HTML emails, CSS landing pages, SMS, and push notifications.
Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
Commercial acumen and the ability to align marketing efforts with business objectives.

Additional Information

What’s in store for you at Fluidform?

Elevate your customer service journey
Work with a Passionate and Diverse Team
Join a Successful Founder Owned Company
A dynamic and innovative work environment.
Opportunities for professional growth and development.
The chance to make a significant impact in transforming lives all across Australia and the world (Fluidform At Home App is used in over 185 countries already).

We support our people in a variety of ways, but a few of the benefits that that out people rave about include:

Discounted access to our Pilates studios
Free membership for Fluidform At Home
A vibrant, relaxed, yet professional culture
Wellness initiatives with our internal programs and those of our partners

For expressions of interest please apply by addressing the criteria and providing your C.V.

Apply Now