Lifecycle Communications Manager

Lifecycle Communications Manager - Brand & Customer Experience Location: Sydney, Melbourne, or Brisbane Employment Type: Permanent Reporting to: Head of Digital & Customer Marketing We’re looking for a highly analytical and customer-focused Lifecycle Communications Manager to lead the design and optimisation of personalised, data-driven customer journeys across digital channels using Salesforce Marketing Cloud. This role is pivotal in shaping strategic direction and journey mapping for lifecycle campaigns that drive acquisition, engagement, retention, and long-term customer value. You’ll leverage customer insights, segmentation, and marketing automation to deliver tailored experiences across the customer lifecycle. Key Responsibilities Develop and own the 1:1 customer journey strategy aligned with lifecycle stages and business goals. Ensure all journeys are backed by customer and business benefits with sound business cases. Translate customer insights into tailored experiences across acquisition, onboarding, nurture, and retention. Collaborate with Digital and Customer Marketing to ensure timely and budget-conscious delivery. Lead quarterly deep dives into customer behaviour and insights to optimise journeys. Journey Mapping & Optimisation Map current and future-state customer journeys, identifying pain points and personalisation opportunities. Define targeted journey flows using marketing automation and CRM platforms. Support A/B testing and experimentation to improve performance. Personalisation & Segmentation Create dynamic audience segments based on behaviour, preferences, and lifecycle stage. Collaborate with Data Science, Reporting, and Analytics teams to inform strategies. Collaboration & Stakeholder Management Champion 1:1 customer journeys to drive unit growth and enhance customer experience. Integrate communications across the wider business for seamless customer engagement. Promote the value of personalised journeys across teams. Work closely with the Customer 1:1 Manager and Digital Growth Manager on campaign execution. Partner with brand, portfolio, and customer service teams to align journeys with their goals. Serve as the subject matter expert for all 1:1 communications and personalised experiences. About You Bachelor’s degree in marketing, Statistics, Data Science, Business, or related field (master’s preferred) 5+ years in CRM, marketing automation, digital marketing, or customer experience Strong experience designing and managing lifecycle or trigger-based campaigns Technical Competencies Proficiency in Salesforce Marketing Cloud (preferred), Adobe Campaign, Braze, Oracle Responsys Deep understanding of customer segmentation, personalisation tactics, and analytics Experience with A/B testing and journey performance optimisation Strong stakeholder and project management skills Data-driven mindset with strong analytical and reporting capabilities Excellent communication and collaboration skills What We Can Offer You Discounts and offers on a range of insurance products A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave. Invest in your brighter future with ongoing study support and career development programs. Give back to our communities with payroll giving, donation matching and paid volunteer leave. Prioritise your work/life balance with our robust employee assistance program and dedicated employee council. Employee Benefits & Culture At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers. #J-18808-Ljbffr