Head of Customer Operations

Role Overview

This is a senior leadership role for someone who combines deep marketing technology expertise with strong commercial, operational and people leadership capability.

What You Will Do

You’ll lead the Customer Operations / Engagement Operations team and ensure our lifecycle, automated and tactical customer campaigns are customer-led, scalable, compliant and high performing.

Why It Might Be a Fit

You’ll work closely with Marketing, Product, Data, Technology, Commercial, Customer Service and Legal to deliver seamless, relevant customer experiences that support acquisition, retention, engagement and lifetime value.

Requirements

• Significant experience in CRM, lifecycle marketing, marketing automation or customer engagement operations within a complex digital business.
• Proven people leadership experience, including building and developing high-performing campaign or CRM operations teams.
• Deep, hands-on experience with Braze is essential.
• Strong experience delivering multi-channel engagement programmes across email, push notifications, in-app messaging, web and/or SMS.
• Demonstrated capability in segmentation, personalisation, customer data, consent and database marketing.
• Experience designing robust experimentation programmes, including hypotheses, control groups, success metrics and statistical significance.
• Strong commercial and analytical acumen, with the ability to connect engagement activity to acquisition, retention, churn, revenue and customer lifetime value.
• Exceptional stakeholder-management skills and the ability to translate business requirements into scalable technical campaign solutions.

Benefits

• Free & discounted products including Foxtel, Foxtel Broadband, Kayo Sports and BINGE
• Special days away from work for Birthday, Cultural & Volunteer Leave
• VIP Experiences: Free tickets to sporting events, red carpet premieres, advance screenings, and behind-the-scenes tours.
• Access to our holistic Fox Fit wellbeing program
• Company-wide meeting-free lunch hours and Friday afternoons