Customer Orchestration Manager

Company:

Mercer

Description:

We are seeking a talented individual to join our Digital & MarTech team at Mercer Super. This role will be based in Melbourne or Sydney. This is a hybrid role that has a requirement of working at least three days a week in the office.

Customer Orchestration Manager

The Customer Orchestration Manager is responsible for designing and delivering coordinated, data-driven customer communication across all channels to drive engagement, value, and member confidence.

The role is accountable for translating customer strategy and insights into orchestrated engagement—ensuring the right message is delivered to the right customer at the right time, through the right channel. Acting as the central point of coordination across content, digital, marketing, education, product and service teams, the Customer Orchestration Manager ensures alignment, consistency, and relevance across the end-to-end customer lifecycle.

12-month contract initially.

We will count on you to:

• Act as the central coordination point across Content, Digital, Product, Marketing, CRM, and Service teams for communication orchestration, aligning stakeholders on communication priorities, sequencing, and execution

• Establish and manage rules for customer contact, including prioritisation, timing, and channel selection
• Design and manage end-to-end customer communications across key lifecycle moments (e.g. onboarding, contribution growth, pre-retirement)
• Coordinate interactions across channels to ensure a seamless and consistent customer experience
• Ensure alignment of engagement with customer needs, preferences, and business priorities
• Translate customer insights, segmentation, and behavioural signals into personalised engagement strategies partnering closely with Customer Insights and Business Intelligence teams to operationalise targeting and decisioning frameworks

• Leverage marketing technology platforms to activate orchestrated communications and decisioning
• Partnering with the MarTech Solutions Manager to ensure platforms support scalable, automated engagement
• Establish and embed frameworks, standards, and guardrails for customer orchestration

What you need to have: 

• 10+ years’ experience in consumer marketing, marketing technology with knowledge of multiple marketing disciplines.
• Experience with Salesforce and Salesforce Marketing Cloud is essential
• Proven track record in developing and executing marketing operations processes to improve productivity and efficiency
• Ability to think laterally and creatively, and superior communication (verbal and written) and interpersonal skills with the ability to influence outcomes at all levels of the organization
• Client and customer focus, delivers results, builds relationships, exercises sound judgment
• Well-developed interpersonal, communication, negotiation and influencing skills, with the ability to judge competing priorities
• Ability to adapt communication style and influence strategy to meet different audience needs or to appeal to others whose support is important

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.