Customer Engagement Executive, Westfield Plus

Our Story

Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand. Our purpose is to create extraordinary places, connecting and enriching communities.

We partner with the world’s leading retail brands to create the places more people choose to come, more often, for longer. Our 42 physical destinations are the heart of our business because we are passionate in our belief that people want to come together in the real world.

We are also ambitious to grow, by expanding and enhancing the total Westfield experience through technology, digital products, data and differentiated customer experiences.

Over the last two years we’ve introduced Westfield Plus – our customer membership experience. Through Westfield Plus we build direct personalised relationships with our customers, and we deliver valuable benefits that elevate the total customer experience – both physically and digitally.

We have now built our membership base to over 3 million customers. And we are focused on expanding and enhancing our membership program to deliver beautiful experiences that connect the digital and physical experience with Westfield like no other. We’re looking for people to join our team and help us build an exceptional program that will transform the experience of Westfield for all our customers.

Your opportunity

This is an exciting opportunity to join the Scentre Group marketing team, working on Westfield Plus team in their year of transformation, as they work towards reshaping the future of the membership program in 2023 and beyond. ​

As the Customer Engagement Executive, you will support the management of our member database – planning and delivering our member lifecycle and engagement communication campaigns. These will be orchestrated across Westfield’s channels via our marketing automation platform with a broad channel mix inclusive of email, push notifications, and in-app messages. The role will use data derived insight to inform ongoing testing and execute according to best practice. The role requires close collaboration with multiple stakeholders within the Support Office and our centre marketing teams to achieve success in this role, including product and integration managers, content, technology and data and analytics teams.  ​

As part of the wider CX Strategy, Content & Programming team, you will be a highly valued integrated business partner with a passion for data and delivering meaningful insight to inform strategic decision making.  ​

• Support ideation and delivery of cross-channel lifecycle management campaign workflows from within our customer engagement platform, Braze. ​
• Execute email marketing workflows, to support localised living centre and brand campaigns, monitoring and reviewing results of campaigns across our owned channels ​
• Optimise the effectiveness of email marketing campaigns to increase member engagement & maximise growth for our membership program, Westfield Plus.  ​
• Support regular and Adhoc reporting on campaign performance and key program metrics ​
• Partner with Customer Engagement Manager and/or Technology teams to troubleshoot Adhoc platform issues ​
• Become an expert in our customer engagement platform Braze, to cross-skill and upskill other members of the team

What will set you apart from the rest?

• Prior experience of email marketing and/or lifecycle management ​
• Experience working with a marketing communication/engagement platform. Prior experience with Braze is highly desirable.​
• High attention to detail and excellence in execution critical.​
• Prior experience within loyalty/membership beneficial ​
• Can demonstrate prior application of data and/or research to inform campaign success ​
• Strong interpersonal skills and relationships, including proven ability to work with multiple stakeholders ​
• Self-starter; ability to plan and prioritise ​
• Desire to learn and a can-do attitude ​

What sets us apart from the rest?

• Diverse career paths across our vertically integrated business
• Ability to innovate in a company that not only encourages it but will facilitate it
• We’re committed to creating a workplace culture in which women and men are equally represented, valued and rewarded
• Competitive benefits including 18 weeks parental leave (no waiting period), volunteer days to work with our charity partners, health and wellbeing discounts, and ability to purchase extra annual leave

We encourage and support our employees to find balance in their work lives and what is important to them outside of work by embracing a flexible approach to how they work. If you're able to perform the requirements of the role and need some form of flexibility to do so, we're open to your application and ideas on how we could make it work.

Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day. This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce. Aboriginal and Torres Strait Islander peoples are encouraged to apply.