Hi. We’re OFX, a global provider of online international payment and money management services. Our journey is one of exciting growth and transformation, revolutionizing how businesses and individuals move and manage money globally. We're evolving into a global payment solutions provider, enabling businesses to streamline their global financial operations, improve control, reduce costs and achieve more. Our new Business Platform offers clients real-time visibility and controls over their payments, expenses, approval workflows and reconciliations to help make business easier.At OFX, you’ll have the opportunity to bring your expertise to life, collaborate across disciplines, and be part of a team shaping the future of global money management.Purpose of your roleWe're undergoing a transformative journey focusing on B2B growth and expanding revenues through launching a new SaaS platform and products for B2B clients globally so that their business thrives with better money movement and control. The role of CRM Journey Orchestration Lead will focus on designing, implementing, and optimising client journeys that seamlessly drive activation, engagement, conversion, and loyalty for B2B clients globally across the entire client lifecycle.The ideal candidate is a dynamic customer first thinker with a diverse skill set that combines strategic thinking, story telling, technical expertise, stakeholder management and execution precision. The role will work closely with Product, Technology, Commercial, Operations and Marketing.You’ll think holistically and omni-channel across marketing, sales and service leveraging the latest marketing technology to optimise client engagement to deliver a consistent client experience, B2B growth and expanded revenues.What you'll be doing Own the global client engagement journey map: identify and continually refine the pivotal lifecycle events for the ‘always on’ global client engagement program to deliver B2B growth, expanded revenues and create stickinessDeeply understand the operational experience to translate this into a timely and relevant client engagement plan. You’ll understand the platforms, systems and data points required to trigger personalised experiences for clients.  Global client engagement journey delivery: create and deploy highly personalised omni-channel client journeys in line with the client engagement journey map to optimise every touchpoint with global consistency and regional nuances where this adds value for clients and OFX
Storytelling and communication: use storytelling to communicate client engagement strategies effectively to stakeholders and bring the OFX client value proposition to life for clients at every touchpoint in the client engagement programYou’ll become an expert in the product propositions and platform packages and work closely with data teams to segment audiences and deliver relevant client engagementsLeverage personalisation to deliver the right message to the right ‘contact’ in each business at the right time with the right message, a solid understanding of regional insights and important differences are critical for effectiveness and supporting the regionsCross-functional team leadership, collaboration and stakeholder management: work closely with Product, Technology, Commercial, Operations and Marketing to align the client journeys with business goals and client expectations, and ensure successful delivery and effectiveness
Global client engagement journey optimisation: monitor and iterate on each live automated journey to improve performance and drive greater expanded revenues and increased loyalty through a robust testing and learning frameworkAnalysis & insights: source and analyse client feedback and behaviour associated with client engagement journeys to identify any pain points and opportunities for improvement. You’ll use data to make informed decisions around next best customer action and opportunity for growth within customer segments Performance monitoring: track KPIs such as communication engagement rates, retention rates, product adoption rates cross-sell rates, client reviews, and revenue growth to measure success
Leverage and activate data: integrate client data from various sources (e.g. CRM systems, CDPs, marketing platforms) to activate client journeys and analysing it to derive actionable insights informing optimisations and new opportunitiesAlways keep learning: keep abreast of the latest Salesforce and marketing technologies, and evolving client engagement and marketing automation best practices to ensure the OFX client engagement program is world-class