Senior Manager, Marketing and Customer Experience

Senior Manager, Marketing & Customer Experience

Location: Sydney or Melbourne

Employment Type: Full-time

Lead the Customer Experience and Marketing Strategy for a National, Purpose-Driven Organisation

Our client, a leading national organisation in the animal health and veterinary services sector, is seeking a highly experienced and motivated Senior Manager, Marketing & Customer Experience to lead the development and delivery of customer engagement strategies and marketing operations across their network.



This is a senior leadership role with real impact—shaping how the organisation connects with customers, employees, and investors, while driving innovation and service excellence.

About the Role

As a key member of the senior management team, you will take ownership of customer engagement initiatives, oversee marketing execution aligned to commercial goals, and lead a team responsible for delivering outstanding service and brand experiences. The role requires a hands-on leader who thrives in a dynamic environment and is passionate about delivering customer-centric solutions.

Key Responsibilities

Customer Engagement & Experience

• Develop and implement digital, marketing, and customer engagement strategies.
• Use customer insights and behavioural data to enhance the end-to-end customer experience.
• Champion a customer-first approach and embed it into business decision-making.
• Explore innovative engagement methods, including app-based and digital platforms.
• Provide strategic input into the design of new service locations based on customer trends.

Service Programs

• Develop and scale strategic Telehealth services, driving commercial sustainability.
• Lead and manage the Telehealth team to improve systems and service outcomes.
• Oversee customer programs such as membership and industry-specific engagement initiatives to meet growth targets.

Marketing & Brand Management

• Manage marketing operations to align with strategic and commercial objectives.
• Collaborate with leadership and site managers to execute effective marketing campaigns.
• Oversee digital marketing across SEO, email, social media, and content strategies.
• Guide investor-facing marketing efforts and ensure strategic alignment in corporate communications.
• Lead the execution and promotion of conferences and major events.
• Contribute to budget planning and manage marketing spend to maximise ROI.

Other Duties

• Ensure compliance with WHS and relevant legislative standards.
• Undertake additional responsibilities as directed by senior leadership.

What You’ll Bring

• Tertiary Qualifications in Marketing, Business or related field
• 10+ years’ experience in Marketing, Communications or customer focused role
• Proven track record of developing and executing successful customer engagement and service programs to drive growth
• Proficiency in marketing tools including CRM, SEO and social media platforms
• Valid drivers license
• Proven leadership experience in senior marketing, digital, or customer experience roles.
• Strong strategic capability and commercial acumen.
• Excellent interpersonal and stakeholder engagement skills.
• Demonstrated track record of delivering innovative, customer-focused initiatives.
• Proficiency in using data to guide marketing and service strategies.
• Ability to lead change and influence at all levels of the organisation.
• High integrity, professionalism, and alignment with company values.

Why Join Our Client?

Our client offers a rare opportunity to make a meaningful difference within a forward-thinking, values-driven organisation. This is a chance to shape strategy, lead high-impact initiatives, and play a pivotal role in customer experience transformation.

You'll enjoy:

• A strategic leadership position with national influence
• A collaborative and inclusive culture
• Opportunities to innovate and grow
• Competitive remuneration and flexibility

Interested in Leading the Future of Customer Experience?

Apply now by following the links to be part of an organisation that’s setting the standard in its sector. For a confidential discussion, please contact Alicia Keenan, akeenan@aicila.com or 0416 890 346

Our client is an equal opportunity employer, committed to creating an inclusive and diverse workplace.