Customer Communications Manager

About the job:

The Customer, Marketing & Communications (CMC) team is responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers, ensuring all our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.

This Customer Communications Manager role will be focused on driving growth, engagement, and retention of customers for a highly-regarded national brand with ambitious goals, within the Marketing Communications team.

Your Team:
The Customer Engagement team, a part of CMC, combines marketing, campaign management, broker engagement, community support and customer communications.

We are responsible for translating the brand and customer strategy into marketing activity with a focus on building compelling propositions and cohesive customer communications programmes - integrated across paid and owned touchpoints.

We want to attract and retain customers through our marketing communications initiatives and deliver outcomes geared towards our ambitious business goals.

Your impact & contribution:

As a Customer Communications Manager, you'll think holistically about the end-to-end customer experience and create compelling 1:1 customer communication journeys that support customers throughout their banking lifecycle.

You'll be a subject matter expert for stakeholders across the business, taking the lead on writing and delivering engaging customer communications content across various channels including email, direct mail, in app and SMS.

Your responsibilities

Actively support the Marketing Communications Lead with prioritising, building, and deploying 1:1 communications in alignment with the wider communications strategy and business goals. Work with data analytics, stakeholders, and marketing peers to clearly articulate a customer need or business problem and identify the right communications solution to deliver the best customer experience. Work with data analytics and stakeholders to identify the right customer audience, ensuring alignment between targeting and content. Be a subject matter expert in writing engaging content across channels, ensuring consistency of Bankwest tone of voice. Implement multi-channel customer journeys in line with our standard operating procedures. Proactively seek out customer insights and results to inform future communications decisions, as well as identifying opportunities to improve operating efficiency.

Your skills & experience

• Strong, versatile copywriting skills with the ability to write across multiple channels and within tone of voice guidelines.
• Proven experience delivering exceptional end to end customer communications programs with strong data and customer insight rationale.
• Strong collaborator with excellent stakeholder management skills and the ability to bring together diverse groups of people for a common goal.
• Desire to take ownership of assigned projects and work independently, whilst remaining aligned to strategy.
• Highly organised with strong attention to detail and time management skills, and the ability to work on a number of projects at the same time.
• An understanding of customer data and how it can be used to deliver optimal customer journeys.
• Ability to report and use data to gain insight and be curious as to how communications/experiences could be improved.
• Intermediate MS Office Suite skills, including Outlook, Excel, Word, and PowerPoint.

Your qualifications:

• 3+ years' experience in a similar role preferred

• Marketing or similar qualification or degree desirable but not essential.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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Advertising End Date: 06/04/2026