Director Of Customer Marketing ANZ

Director Of Customer Marketing

The Director of Customer Marketing will lead and shape our ANZ customer marketing strategy. The role is responsible for driving customer retention, engagement, expansion, and advocacy by creating compelling communication strategies that strengthen relationships with our customers. The Director of Customer Marketing will oversee all customer communications and collaborate closely with customer success, customer support and product teams to maximize customer lifetime value and grow brand evangelism. This role will be a blend of strategic and hands-on, requiring deep expertise in customer lifecycle marketing.

What You'll Do

1. Develop and execute a comprehensive customer marketing strategy for their allocated region, focused on driving customer MQLs and pipeline.
2. Oversee all customer communications, including email campaigns, newsletters, in-app messaging, and applicable customer webinars to ensure clear and consistent messaging.
3. Drive customer evangelism programs for the region by identifying and nurturing customer advocates, creating case studies, testimonials, and managing customer referral programs.
4. Collaborate with account management teams to support upsell and cross-sell initiatives, optimizing marketing efforts for customer expansion.
5. Design and execute targeted campaigns to re-engage at-risk customers and reduce churn, working closely with customer success teams.
6. Build and manage customer feedback loops to capture insights for improving the product and overall customer experience.
7. Lead the creation of customer success stories and highlight customer achievements to reinforce brand loyalty and engagement.
8. Monitor key performance metrics related to customer engagement, satisfaction (NPS), retention, and expansion, reporting regularly to senior leadership.
9. Champion attendance for Simprosium events in the region by building enticing customer communication programs.
10. Lead review programs that incentivize customers to offer positive reviews about their Simpro experience.

This job description is not an exhaustive list of duties and may be amended by Simpro Group at any time.

What You'll Bring

1. Strong interpersonal skills, with the ability to influence and build relationships with key stakeholders across the organization.
2. Proven leadership experience, with a track record of managing cross-functional teams and collaborating with multiple departments.
3. Strategic thinker with excellent project management skills, able to execute and pivot in a fast-paced environment.
4. Expertise in lifecycle marketing, with a deep understanding of customer retention, expansion, and engagement strategies.
5. Strong experience in developing and managing customer advocacy or evangelism programs.
6. Excellent communication and storytelling skills, with the ability to create compelling content for a variety of customer touchpoints.
7. Proficient in marketing automation platforms (e.g., Marketo, HubSpot) and CRM tools (e.g., Salesforce) to manage and optimize campaigns.
8. Ability to analyze customer data and translate insights into actionable marketing strategies.

What We Can Offer You

• Novated leasing via salary packaging
• Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances)
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Talent Referral Program – get rewarded for referring a friend to join our team!
• Casual dress and relaxed office environment
• Fun team camaraderie and events
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Service recognition awards

Our Core Values

While experience in the above areas will be highly considered, it's important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric

We Are Growth Minded

We Are Accountable

We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply.