Customer Marketing Specialist at HotDoc

Computer Software, Marketing, Full-time, Melbourne, Victoria, Australia melbourne marketing full-time
Posted 1 months ago

HotDoc is a Melbourne based company founded in 2012. Our mission is to enable the best possible healthcare experience for everyone in Australia by helping patients and doctors to communicate more effectively and build lasting relationships.

We are currently used by more than half of Australia’s GPs and 1 in 4 Australians. We are excited to usher in Patient Engagement as an important movement that will significantly improve health outcomes across Australia.

This is a great opportunity to join a fast-paced scale-up with an amazing company culture. As Customer Marketing Specialist you’ll work with the Product Marketing Manager to drive product adoption, engagement and loyalty for our existing customers.

What's in it for you?

We offer a market salary with startup perks (Apple tech, local wine, craft beer and unlimited kombucha, standing desks, weekly yoga and PT sessions - you get the drift).

You'll get to take on new challenges and contribute to shaping the small but fast growing marketing team. We foster a collaborative work environment where you’ll get to work cross-functionally with members of the Customer Success, Product and Sales teams to help build engaging and effective customer journeys.

You’ll also enjoy flexible work arrangements while thriving in an ethically driven company that fosters inclusivity, and where personal and professional development is actively encouraged.

What will you be doing?

We’re growing fast, increasing our share in existing markets and looking to grow quickly in others.

But there’s no point acquiring new customers if we can’t engage and retain them.

That’s why we need you—someone who gets that it’s just as important to hold on to your existing customers as it is to get new ones.

Reporting to our Product Marketing Manager, you’ll be responsible for:

  • Designing, building, testing, executing, optimising and reporting on automated email and in-product campaigns and workflows that drive engagement and product adoption for our existing customers
  • Using customer data and insight to segment our audience, presenting them with the right message at the right time to achieve optimal results
  • Developing smart, digital-first ways for new customers to be onboarded that minimise the impact to our Support and Customer Service teams
  • Communicating quickly and clearly to existing customers when we need to get information to them fast—making sure they know exactly what to do
  • Working collaboratively across departments to launch new products to our existing customers, or update them about new features to existing products
  • Supporting the Product Marketing Manager to maintain consistent messaging for product features and benefits across all our marketing activity

Training will be provided, but given the nature of the role, the ability to self learn will be highly valued.


What you must have to apply for this role

  • 3+ years experience in customer marketing and/or marketing automation
  • Excellent written communication skills. You don’t need to be a professional copywriter, but you do need to know how to write clear and concise email copy—in the HotDoc tone of voice
  • A highly engaged and curious mindset, willing to dig deep to understand customer problems and come up with creative solutions
  • A clear understanding of how to plan, test, measure and optimise customer engagement/product adoption communications activity
  • Proven ability to work well within a team. You’ll be working closely with the Product Marketing Manager, Customer Experience Manager, Product Managers and members of our Customer Service team
  • Exceptional stakeholder management skills, providing clear updates and reports as required
  • Excellent time management skills with the ability to prioritise and shift workload to meet deadlines

What will make you stand out?

  • Experience using HubSpot and/or Gainsight
  • Previous experience working in customer marketing or marketing automation for a B2B SaaS business

You're just the person we are looking for if you can demonstrate

  • You’re a socially conscious person who wants to be in a role that positively impacts Australian healthcare
  • You know what gets you up in the morning and what sort of work inspires you to do your best
  • Have a track record of successfully working with complex systems and marketing segments.
  • You’re passionate about technology, health IT and/or SaaS


How we support your Health and Wellbeing

HotDoc puts its money where its mouth is and has created a free in-house health and wellbeing program.

This is all accessible as part of our Troop program where every team member gets the know-how and support to set meaningful physical and mental wellbeing goals, and the resources to stay engaged and on track.

Troop makes health and wellbeing accessible by providing gym and fitness subsidies, 2x weekly in-house yoga sessions, health coaching and access to nutrition and exercise advice.

To support mental wellbeing we have a mindfulness & meditation program subsidy, our own in-house ‘Present’ sessions to explore ideas that enhance emotional intelligence and access to a dedicated clinical psychologist through our Employee Assistance Program.


Now that COVID has settled down, we work a mix of at home and at our Melbourne CBD office. You’ll be invited to many events including (but not limited to) Bob Ross inspired painting sessions, sourdough masterclasses, book clubs and wine tastings. You can also expect:

  • Our kitchen is full of fresh fruit, snacks, tea and a serious coffee machine. We also have some particularly talented bakers here!
  • Your calendar is pretty full here — end-of-year parties, golf and table tennis, competitions, BBQs and a yearly Talent Show. Friday nights here are also pretty great
  • A CBD location, that makes commuting a breeze with new bike lockup and lockers, and a stroll to Southern Cross Station or Flinders Street Station
  • We have a beautiful, green and light-filled office on the Yarra River that boasts the best balcony view in Melbourne

HotDoc is a place where you can be you.

We completed a Census in 2020 which was a first for HotDoc but is the first step to transparently report on diversity data gathered annually from all employees.

It’s our goal to celebrate the diversity of the workforce we have now, and to acknowledge areas where we know we can improve.

We welcome applications of all types, and from all backgrounds. If you would like to find out more about our Census results and how we celebrate diversity, please click here.

If you think you have the skills required, please submit a cover letter and an up-to-date CV.