In this pivotal role, you will be responsible for ensuring that every piece of communication, marketing and client interaction reflects our clients commitment to being the most trusted and highest-rated advisory service in Australia. You will take on responsibilities related to CRM Workflow and Marketing Management, Digital Lead Generation, Social Media, Events Management, Internal Presentations, Special Branding Projects, Website Maintenance, Stakeholder Management, PR and Awards

Reporting directly to the CEO and working closely with the Group Sales Director and CFO/COO, you will play a vital role in creating a seamless and consistent client experience that contributes to our purpose and vision while managing the expanded responsibilities outlined below.

Key Responsibilities:

Design and Enhance Customer Experience:

• Develop and implement strategies to create exceptional customer experiences.
• Understand the unique needs of our clients customers and implement or design elements to tailor the experience accordingly.
• Create a transparent and well-defined customer journey to set clear communications, video and imagery upholding the aspirational brand the company has set.

Customer Relationship Building:

• Foster strong, long-term relationships with clients through effective brand and team communication and engagement.
• Continuously gather real-time customer feedback and insights.
• Utilise customer feedback to enhance and personalise the sales & marketing process.

Increase Customer Satisfaction and Loyalty:

• Focus on every customer touchpoint to ensure an outstanding experience.
• Strive to maximise customer satisfaction, leading to increased loyalty.
• Encourage customers to become advocates who refer others to the business

Client-Centric Leadership:

• Create and foster a client-centric culture across the organisation, aligning with our clients vision of "One Team, One Experience, One Journey."
• Develop and implement strategies that ensure a seamless and consistent client experience at all touchpoints.
• Innovate and lead client engagement initiatives, leveraging your experience in agile leadership to adapt quickly to changing client needs.

CRM Workflow Management:

• Execute design and improve, in consultation with the Group Sales Director, the Ramsey HubSpot sales communication workflow / sequence process for three business divisions.
• Optimise the Hubspot CRM workflow / sequences to enhance efficiency and effectiveness and better client cut-through.

CRM Marketing Management:

• Design, curate, and deploy monthly EDMs to the database, segmenting divisions as necessary or per campaign requirements.
• Manage and deliver on the annual marketing plan in consultation with Division leaders, including budget allocation for lead supply per division.
• Present new ideas and improve existing marketing efforts to increase lead volume and execute on the brand strategy.

Digital Lead Generation Campaign Reporting and Management:

• Present new ideas and strategies to generate high-value leads online.
• Collaborate with the Digital Marketing Agency / Contractor to optimise lead flow.
• Through extensive market research, develop potential new marketing/lead generation ideas for our clients digital marketing team to consider.
• Manage monthly Agency performance and spend in line with the Marketing plan. Design and Management of Marketing Material and Video Assets:
• Coordinate, brief, and manage the delivery of marketing materials with external graphic designers, photographers, and videographers (if required).
• Present material internally to those departments requesting these materials on a timely basis.

Social Media and Content Management:

• Present new ideas and strategies to engage customers and promote the Ramsey brand via social media.
• Collaborate with the in-house content writer and photographer to deliver content in line with the social media content strategy and marketing plan (2 articles a month, 10 posts a month). Approving this content via Content Studio.
• Encourage content writers to interview brokers/advisers on high-value case studies for social media and articles.
• Engage on social media platforms twice a week.

Expo & Events Management:

• Develop, manage, and deliver on Lead and Brand KPIs through the curation of targeted industry events and expos.

• Coordination of these events in alignment with the executive team to develop and ensure a seamless event experience

End of Month Internal Presentations:

• Curate, improve and deliver internal staff presentation for End of Month presentation.

Coordination of Education Series:

• Supporting the group's desire to become Australia's most highly rated, trusted advisor service, work with the Group Sale Director to leverage the groups Corporate education series to develop new topics that support the Groups Vision.

• Support the Sales Team in booking and managing their Education series presentations with new clients, including taking photos and videos and updating of group presentation decks

Website Maintenance and Management and Special Projects:

Client Journey Mapping:

• Collaborate with the executive team to develop a comprehensive customer journey map that aligns with the company's strategic pillars. “One Team , One Experience, One Journey”

• Ensure that the client journey reflects a commitment to becoming Australia's most trusted and highest-rated advisory service.

3. Relationship Management:

• Build and maintain strong client relationships, ensuring that every interaction with the companies clients adds value and fosters trust.

4. Collaborative Leadership:

• Collaborate closely with the Group Sales Director to ensure that the client experience aligns with sales goals and strategies. One team, One Experience, One Journey
• Work in tandem with the CFO/COO to integrate operational processes that enhance client satisfaction.

5. Performance Monitoring and Reporting:

• Establish key performance indicators (KPIs) that measure the success of the client experience initiatives. Based on customer satisfaction, churn rates, retention

• Regularly assess the organisation's performance against these indicators.
• Provide comprehensive reports to senior management, including the CEO and Group Sales Director, to track progress towards achieving the company's vision

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Taylor Sutton on 07 3032 2211 for a confidential discussion.