Senior Manager, Growth Operations
Go1, Australia

The Senior Manager, Growth Operations is responsible for improving the effectiveness of Go1 customer acquisition, activation, retention and upsell activities through optimisation of inbound channels, the growth tech stack and related data and insights infrastructure; enabling measurable, scalable customer interactions; and the development of standardised and streamlined ways of working.

Duties and Responsibilities:

• Partner with Growth Ops, Revenue, Marketing and Customer Success leaders to develop and implement a customer contact strategy to deliver appropriate levels of service via relevant channels (1:1 vs tech touch) and work with stakeholders to create customer journeys, track and measure progress, actively managing risks and challenges.
• Manage and facilitate effective utilisation of various tools in the Martech stack, including marketing automation platforms, A/B testing, Google suite, analytics, and integrations with related technologies to ensure alignment across the business, efficiency between team members, streamline intelligence and attribute revenue to relevant channels.
• Participate in strategy development and support key decisions for relevant teams alongside senior leaders, such as the VP of Growth Ops, Marketing, Customer, Onboarding and Support, Product and Revenue leaders.
• Become an SME on Go1 Customer Success and Marketing ways of working, support the development of playbooks, and identify improvement initiatives.
• Initiate or review system enhancement amp; integration requests and facilitate requirements gathering for changes to global processes and systems that will uplift and streamline workflows.
• Act as the data steward for marketing, customer and segmentation data, maintaining quality and integrity through regular cleansing, analysis and enrichment. Work closely with the Data team to interrogate the data, make recommendations, and drive actions. Ensure data is properly collected and accessible in relevant systems and ensure we meet best practices for marketing and data privacy.
• Collaborate to implement, streamline and benchmark customer feedback mechanisms including NPS and CSAT.
• Build cross-functional relationships throughout Go1 to support change initiatives, syncing with Ops teams in Revenue, Sales Enablement, Product and Partnerships.
• Promote innovation, adoption and retention by creating seamless experimentation processes.
• Support the escalation of issues - partner with Pamp;E, Onboarding and Support every day, working collaboratively to handle the highest priority issues and communicate back to Customer facing teams.
• Other duties as assigned.

Requirements

Experience and Education:

• At least 5 years’ experience in customer experience, operations or marketing, either in technical or process optimisation roles.
• Demonstrated management skills, with the ability to oversee a team and work in a group environment, including collaboration with Senior/Executive level leadership.
• Extensive experience with business process mapping and/or design, process documentation and requirements gathering, including workshop facilitation to understand user needs and pain points.
• In depth experience with a variety of technologies, including marketing automation, digital engagement tools such as Gainsight or Intercom, or website development.
• Experience building Salesforce or PowerBI reports and dashboards, using these to conduct analysis and present insights.
• Action and solutions focused, and ready to get things done with an ability to devise creative solutions with available technology.
• Strong ability to focus and deliver work within an agreed timeframe, manage and prioritize multiple projects, and adapt to a fast-paced and rapidly changing environment.
• Strong ability to troubleshoot and problem-solve when things don’t work the first time.
• Ability to create instructions others can follow.
• A flexible, collaborative working style, a can-do attitude.

Competencies:

• Building collaborative relationships
• Results orientation
• Problem solving
• Change management
• Project planning
• Analytical thinking
• Requirements analysis
• Business analysis amp; process mapping
• Data optimization and governance
• Adaptability
• Interpersonal awareness
• Communication
• Teaching and guidance for system users
• Technology expertise

Benefits

There are many benefits of joining Go1!

• The abili

Job Rewards and Benefits