Customer Intelligence Marketing Manager at Tyro

Customer, Full-time, 155 Clarence St, Sydney, NSW, 2000 sydney marketing full-time
Posted 10 days ago

Who we are

Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 475 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.

This role is a senior member of the Customer Engagement & Retention team and will be pivotal in the delivery of our customer engagement & retention strategy, to deepen our relationship with our customers by creating an amazing customer experience that drives value for our customers and for Tyro. You will work with the other members of the Customer Engagement and Retention team to understand and identify opportunities and gaps, and respectively recommend approaches and solutions that reduce customer friction and address business problems throughout each stage of the customer lifecycle.

What you'll do

  • Working closely with the Head of Customer Engagement & Retention to develop and implement the customer experience, engagement strategy
  • Own customer engagement initiatives that reduce customer churn and increase customer satisfaction
  • Develop and implement data-driven communication/triggers to customers
  • Pull customers data from different sources (MySQL, SFDC, Snowflake) and manipulate it to derive insights (Alteryx, Tableau Prep, MySQL Workbench)
  • Create reporting and dashboards to track projects implementation (Tableau, SFDC, Excel)
  • Provide support to data extraction requests for customer communications; ensuring adhering to data integrity, compliance and best practices
  • Be the CER team’s SME for marketing automation
  • Manage the development of actionable insights and recommendations that support the business –  including the development and refinement of strategies that improve customer satisfaction and value (including in depth NPS calculation and analysis and assistance with Voice of the Customer reporting)
  • Contribute to the development and evolution of a customer onboarding program to drive customer satisfaction, feature uptake and cross sell goals
  • Support in the development, implementation & optimisation of Tyro’s Merchant Get Merchant, Cross-Sell and On-boarding programs
  • Working cross functionally to deliver adhoc business and customer marketing initiatives; in particular partner with data and analytics teams to support key customer experience initiatives
  • Partner with Account Management and Customer Support teams to produce an integrated cross sell program
  • Responsible for the identification and management of risk in day to day responsibilities
  • Comply with Tyro policies and procedures including completing mandatory training within the required timeframes
  • Role model positive risk behaviours and contribute towards a strong risk culture at Tyro
  • What you'll need

  • Bachelor’s Degree qualified in Business, Marketing or similar discipline
  • 4-5 years’ experience in an analytical role involving data extraction, reporting and analysis (preferably within the financial services sector)
  • Experience working with large data sets and data querying languages
  • Experience with data visualisation tools including Tableau
  • Experience using CRM and marketing automation software (Marketo, Salesforce and Pardot experience is highly desirable)
  • Data extractions & manipulations skills – SQL, Alteryx, Tableau Prep
  • Strong understanding of business or retail banking products (Deposits / Payments / Loans)
  • Excellent competency in all Microsoft tools – particularly Excel & PowerPoint
  • Excellent verbal & written skills – attention to detail and ability to simplify and present analytical concept to senior management
  • Proven experience in managing multiple stakeholders and the ability to influence across all levels
  • Experience in managing multiple priorities within short timeframes to achieve desired outcomes
  • Why work for us

    We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

    🎥 Take a look here what it's like to work at Tyro

    Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australia businesses.

    Our almost 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. We offer some amazing employee benefits such as a generous learning & development budget for training for professional and personal development, 16 weeks paid primary carers leave, 3 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, and not to mention our multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and an awesome rooftop area for socialising, all available to be enjoyed. 

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    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.