Customer Orchestration Manager

We’re looking for an experienced Customer Orchestration Manager to lead the design and delivery of coordinated, data-driven customer communications across multiple channels. This role will play a critical part in shaping how customers experience key moments in their journey, ensuring communications are timely, relevant, consistent, and aligned to both customer needs and business priorities.

You will act as the central point of coordination across marketing, digital, content, product, CRM, service, and data teams to drive a more connected, journey-led approach to engagement. If you’re passionate about lifecycle marketing, personalisation, customer journey design, and marketing technology, this is an opportunity to make a meaningful impact in a complex, customer-focused environment.

About the role

As Customer Orchestration Manager, you will be responsible for translating customer strategy, insights, and behavioural signals into orchestrated engagement across the end-to-end customer lifecycle. You will design and manage customer journeys, define decisioning and contact strategies, and help shift the organisation from channel-led activity to coordinated, customer-led engagement.

This is a highly collaborative role that requires strong stakeholder management, commercial judgment, and the ability to influence across multiple teams. You’ll also partner closely with MarTech specialists to ensure platforms and processes support scalable, automated, and personalised customer communications.

Key responsibilities

• Design and manage end-to-end customer journeys across key lifecycle moments such as onboarding, contribution growth, and pre-retirement.

• Develop and implement trigger-based, always-on engagement strategies across multiple channels.

• Coordinate communication touchpoints to deliver a seamless and consistent customer experience.

• Establish and manage customer contact rules, including prioritisation, timing, and channel selection.

• Prevent communication duplication, conflicts, and over-saturation across channels.

• Translate customer insights, segmentation, and behavioural data into personalised engagement strategies.

• Partner with Customer Insights and Data teams to operationalise targeting and decisioning frameworks.

• Act as the central orchestration point across Content, Digital, Product, Marketing, CRM, and Service teams.

• Align stakeholders on journey priorities, sequencing, and execution.

• Define business requirements and use cases to strengthen orchestration and automation capability.

• Partner with MarTech teams to ensure marketing platforms support scalable customer engagement.

• Establish governance frameworks, standards, and guardrails to maintain quality and consistency across customer interactions.

• Champion best practice in lifecycle engagement, journey design, and customer experience.

About you

You are a strategic and hands-on marketing or customer engagement professional with deep experience in lifecycle communications, customer journey orchestration, and cross-functional delivery. You know how to bring together data, technology, and content to create meaningful customer experiences at scale.

You are confident working across a broad stakeholder group, comfortable navigating competing priorities, and skilled at influencing others to deliver customer-led outcomes.

What you’ll bring

• Relevant tertiary qualifications in Marketing, Communications, Public Relations, Business, or a related discipline.

• $10+$ years’ experience in consumer marketing and communications across multiple marketing disciplines.

• Strong experience with Salesforce Marketing Cloud; this is essential.

• Proven success in developing and improving marketing operations processes to increase efficiency and effectiveness.

• Experience designing and delivering personalised, data-driven customer journeys.

• Strong understanding of decisioning, segmentation, contact strategy, and lifecycle marketing.

• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.

• Strong interpersonal, negotiation, and relationship-building skills.

• The ability to think creatively, balance competing priorities, and exercise sound judgment.

• Salesforce Marketing Cloud Email Certification will be highly regarded.

Why join

This is an opportunity to step into a high-impact role where you can shape customer engagement strategy, improve customer experience, and help build best-practice orchestration capability across the organisation. You’ll work with a broad network of internal teams and external partners, lead important initiatives, and contribute to meaningful customer and business outcomes.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Yash Jain on 03 8680 4238 or email yjain@paxus.com.au and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.