CRM Communications Coordinator (12 month contract)

• Join our passionate and collaborative team who love what they do
• Provide support for our CRM Communications across our brands
• Pet-friendly Chatswood office close to transport in hybrid working

Want to work with a bunch of smart, and passionate people who love to tackle complexity and find ways to make things simple? Bring your campaign management and communication skills into a role that ensures a positive customer experience for our Pet Parents by getting timely and relevant communications.

We’re looking for a curious and inquisitive Digital CRM Communications Coordinator to join our pawesome team. As the successful Digital CRM Communications Coordinator, you will join a fun and collaborative team of problem solvers who are enthusiastic about campaign management, execution, and maintenance of all customer campaigns across all brands, being delivered on time. You will be responsible for the digital customer communication experience throughout the lifecycle, from welcome to renewal, cancellations, claims and the customer portal.  

This role is a maternity leave cover planned to be for a period of 12 months from June 2024.

What you’ll do 

While each day is different, your role involves creating and updating all customer communications and content for mandatory communication such as welcome and renewal fulfilment packs across 29 brands, debt, cancellations, claims, and customer onboarding and retention communications, as well as testing them to ensure they are accurate. This also includes digital content on our Pet Portals where we enable customers to self-serve.

You will be involved: 

• Updating and/or creation of digital content on portal and all customer facing communications
• Writing timely, relevant and personalised customer focused comms across all channels and touchpoints (email, SMS, Portal, direct mail)
• Campaign management including set up, contact list set up and management with data feeds and CRM platforms
• Work with the Business Intelligence team on datasets and insights for all automated or ad hoc communications
• Monitoring and reviewing campaign performance and reporting on key success metrics of campaigns, making data driven recommendations on key changes and campaign improvements based on results 
• Testing of all updates/changes to content where representation is required from the Customer Experience Team related to customer comms, retention and portal stock management of printed customer materials across all brands
• Liaising with varying stakeholders both internally and externally and manage relationships.
• Work collaboratively with your team members across a range of campaigns and projects
• Work collaboratively with various teams at PetSure 

What you’ll bring  

• Excellent written, verbal and interpersonal communication skills
• Experience in email marketing and SMS marketing platforms
• Ability to write and edit compelling, timely content for digital channels that is relevant to customers and team members
• Strong attention to detail and time management skills with a solutions approach
• Ability to work collaboratively with colleagues including ability to build strong relationships and manage key stakeholders and agency/vendor partners
• Ability to work to tight deadlines in a fast-paced environment with minimal supervision
• Excellent problem-solving skills and ability to think outside the box
• Experience with Content Management Systems as well as basic knowledge of HTML
• Previous insurance experience preferred but not essential 
• Pet parent or pet advocate 
• Passionate about PetSure’s purpose 

Want to love where you work? Join us!

We have amazing people, a great culture… and pets everywhere. Together, they make this a really great place to be. Here’s some of the awesome benefits you’ll get to enjoy as part of the PetSure team:

• Workplace flexibility – work from our Chatswood office and from home
• When onsite, enjoy our award-winning, purpose-built pet friendly office right near Chatswood train station
• Bring your pet to the office – when you do, we’ll give free parking to make it easier
• Access to PetBase – our onsite vet clinic that provides free preventative healthcare for our team’s pets.
• An inclusive and supportive culture that supports career development and flexibility, including our fully paid 18-week gender-free parental leave
• Access to our wellbeing program which includes webinars, health checks, on site lunches
• Personal and professional development through our customised learning platform
• Paid leave for your birthday and a wellbeing support day (a day out of the office to support your wellbeing or to volunteer for a cause or passion close to your heart)
• And because pets are at the heart of everything we do, your pet insurance is on us too!

About PetSure

PetSure is helping to create a better world for pets and their people, with a mission to remove the worries that come with being a pet owner.

We are a pet health tech business providing a sense of security to almost half a million people in Australia and New Zealand. We are the first general insurer in Australia solely dedicated to pet insurance and with our partners, everything we do champions the rights of pets, pet parents and vets.

We are a pet insurance underwriting agency and insurer. At our core, are a team of passionate pet lovers committed to working with veterinary teams to help provide the best possible health outcomes for pets. The underwriting component of our business powers the pet insurance propositions of more than 25 companies, including some of Australia’s household names, such as IAG, Woolworths, RSPCA, Petbarn, Guide Dogs, Medibank, Bupa, HCF and AA in New Zealand.

PetSure is also an administrator and leader in pet insurance claims processing. Assessing over a million claims from across Australia and New Zealand each year, PetSure’s authority in this area has resulted in us being retained by leading pet insurers in the United States to provide claims processing services.

Our innovative payment solution GapOnly® is a paperless claims service whereby a customer can obtain claims approval within minutes and simply pay the gap*, while still at the vet clinic. GapOnly® is transforming the claims experience with less upfront out of pocket expenses for the pet parent, now available in 1000+ participating vet clinics and specialist hospitals Australia-wide.

 Ready to chase your dream? 

We'd love to hear from you! Apply Now! 

PetSure is an equal opportunity employer and encourages anyone who meets the role requirements to apply.      

PetSure is a pet-friendly environment and welcomes dogs and cats in the workplace.  It is the policy of PetSure that all new employees consent to a background check.