Personalisation and Growth Lead

Personalisation and Growth Lead

Guide Dogs Victoria | Kew | Full-Time | Permanent | On-Site

Turn creativity and human connection into marketing that makes a real difference.

About Us

For nearly 70 years, Guide Dogs Victoria has been breaking down barriers so people can live life without limits. We place our clients at the centre of everything we do, ensuring their goals, preferences and lived experience shape every stage of the service journey.

Our highly trained dogs and specialist services support people living with low vision, blindness, disability, PTSD and other complex needs to build independence, capability, and confidence. 

What life would look like at Guide Dogs Victoria 

Some might say we are looking for an expectational individual – and we are – but we’re also on the search for a professional, innovative person who is driven to raise the profile of Guide Dogs Victoria. We value ‘head and heart’ in the work you will be doing so we can create greater impact, drive meaningful change and champion blind and low vision clients, in more ways than ever before.  

We are a small innovative team who work closely together and across the business.  We live a wide and varied work life collaborating with our Dog, Vision services and Fundraising teams to ensure our communications are targeted and amplified where we need them to be. Your work has measurable action and impact, and you will always know that you’re making a difference.  

How you’ll make an impact:  

As a Personalisation and Growth Lead, you will play a crucial role in supporting Guide Dogs Victoria’s lifecycle, and engagement strategy to accelerate acquisition and conversion of new clients, donors, volunteers and community partners – drive continuous incremental uplifts throughout our communication channels.    

Reporting to our GM of Marketing and Communications, you will be part of a team responsible for ideating and delivering personalised, orchestrated journeys that are inspiring, relevant and above all impactful. We are looking for a great candidate who is data-savvy, commercially astute and apt at working with a variety of stakeholders from fundraising, corporate and community engagement partners, our vision services team and of course our dogs’ team.   

What you’ll do: 

• Putting our customers (individual and regular givers, clients, volunteers and community partners) at the core of everything you do, you’ll use a human-centered design approach to map who our users are, what they need and design communication journeys that ensure every engagement point we have adds value 
• Work collaboratively with the marketing, fundraising, client services, and the dog’s teams to deeply understand the end-to-end customer journey (acquisition through to loyalty) to inform your strategic recommendations on the communications experience at every point in a customer’s lifecycle. 
• Use digital analytics to gain insights into our customer engagement behaviour that can help inform the right message at the right time to drive desired business outcomes.   
• Identify and provide requirements for appropriate customer research along the lifecycle journey, to ensure we have actionable insights and are tracking and solving real audience problems. 
• Ideate and drive optimisation and innovation within the customer journey ensuring that magic is happening at every touchpoint & interaction, through a continuous test-and-learn ‘never done’ approach. 
• End-to-end development and execution of project initiatives, being on top of and managing timelines and sequencing, through to post-analysis and continual improvement. 
• Regularly communicate strategy, results and program status updates to stakeholder groups, including senior leads and contribute to the repository of learnings/outcomes. 
• Building communications in SFMC (emails, SMS, push), adding personalisation within assets, using dynamic content, setting up batch sends and triggered journeys at scale. 
• Stay ahead of trends and platform changes applying them continuously to digital innovation and experimentation to help us continuously improve experience and outcomes.  

What you’ll bring with you: 

• 5+ years of direct experience in Digital marketing Campaign Management of activation roles.   
• Deep understanding of human-centred design, service design or design thinking 
• A deep knowledge and understanding of audience data and segmentation 
• Highly strategic and customer led, able to identify opportunities of value for the business and customer and create programs of work off the back 
• Live and breathe high performance, aiming for end-to-end data driven outcomes 
• Excellent project management skills and ability to juggle multiple projects at once 
• Self-motivated, achievement oriented, innovative thinker, thrive in a highly dynamic work environment 
• The ability to communicate with stakeholders the “why” for each project 
• Experience on tools such as GA4, Google Ads, Salesforce and Meta Business Manager.  Ideally Active Campaign or Campaign Monitor to demonstrate email campaign experience. CMS experience.  

Important

We are an equal opportunity employer committed to providing a work environment that embraces and values diversity, equity, inclusion and accessibility. We encourage applications from people of all backgrounds, including  Aboriginal and Torres Strait Islander people, people with disabilities including low vision or blindness, people from CALD and LGBTQIA+ communities, and people of all ages.

We are committed to making reasonable workplace adjustments and supporting candidates through the recruitment and selection process. Please contact our team at hr@guidedogsvictoria.com.au if you require any adjustments.

We recognise and celebrate the diversity of our employees and volunteers and the benefits this brings to our organisation. 

Our people enjoy an inclusive and culturally safe work environment free from all forms of discrimination.

Guide Dogs Victoria is a Child Safe organisation.