As a Digital Personalisation Manager in the eCommerce team, you will play a pivotal role in shaping customer experiences across all digital touchpoints within your product business area.
Your work will drive key outcomes in conversion rate optimisation (CRO), personalisation, and experimentation, enabling a seamless customer journey and maximising digital engagement.
You will be responsible for the day-to-day management of digital personalisation and contextual targeting activities within your squad, using data-driven insights to optimise customer experiences and exceed business KPIs.
Your leadership will help create personalised experiences that increase customer acquisition, onboarding, product usage, and cross-selling opportunities.
You will work collaboratively with cross-functional teams to define and prioritise initiatives and contribute to the development of standards and capabilities within the wider organisation.
Your responsibilities will include: Overseeing digital personalisation activities and contextual targeting across all digital channels.Leveraging data and insights to inform campaign creation and maximise conversion.Defining and executing customer journeys that improve conversion rates and drive successful onboarding.Developing and executing testing and targeting activities for continuous improvement.Leading conversion rate optimisation efforts, building and managing personalised campaigns across channels.Driving the integration of new targeting capabilities, enhancing connected customer journeys.Ensuring data collection principles are aligned, maintaining up-to-date customer records.What do I need?
To excel in this role, you will need:
5+ years of experience in CRM, customer analytics, or digital personalisation in a large corporate environment (eCommerce, digital, financial services, or telco preferred).Proven track record in delivering customer and business KPIs through personalisation and conversion optimisation.Strong analytical skills and the ability to derive actionable insights from data.Experience with tools such as Adobe Analytics/Edge, Adobe Experience Cloud, Salesforce Marketing Cloud, or similar platforms.Strong communication skills and the ability to articulate plans, impacts, and trade-offs effectively.Experience with agile principles and scrum methodology.Knowledge of HTML/CSS and mobile-responsive designs (preferred but not essential).Previous experience as a matrix team leader, practice lead, or product owner.Tertiary qualifications in Commerce/Business, with relevant post-graduate study (Masters/MBA preferred).What's in it for me? In this role, you will have the opportunity to significantly impact Westpac's digital strategy by leading personalisation efforts and conversion optimisation initiatives.
You will be part of an innovative team that thrives on collaboration and continuous learning.
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We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply.
If you have questions about the recruitment process, please email ******.
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