Coordinator, Conversion & Customer Engagement

About us
RMIT is a multi-sector university of technology, design and enterprise with more than 91,000 students and 11,000 staff globally. RMIT offers postgraduate, undergraduate, vocational education and online programs to provide students with a variety of work-relevant pathways.

Our purpose is to offer life-changing experiences for our students, and to help shape the world with research, innovation, teaching and industry engagement. With strong industry connections forged over 130 years, collaboration with industry remains integral to RMIT’s leadership in education, applied and innovative research, and to the development of highly skilled, globally focused graduates.


Culture
Our Values inspire us, wherever we are in the world, and guide how we live and work together.

Imagination. Agility. Courage. Passion. Impact. Inclusion.

What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other.

Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.


About the role /College
The Global Marketing and Student Recruitment (GMSR) Group’s vision is to bring to life RMIT’s 2020 strategy by putting the student at the centre of everything we do, creating a differentiated brand proposition, developing integrated deep insights for all of our global students, and cultivating a differentiated and relevant service experience for those segments. The GMSR unit includes the following teams; Market Intelligence & Analysis; Market Development & Customer Innovation; Brand, Segments and Campaigns; Marketing Business Partners and Global Student recruitment. 

The Global Student Recruitment Team leads all sales and direct marketing activities.  It also includes International admissions activities, International student services, sponsorship development, and agent management.

About you
The Coordinator, Conversion and Customer Engagement develops workflows and communications to drive customer conversion using marketing automation. The role supports the Manager, Conversion and Customer Engagement to implement conversion strategies, cultivate communications to applicants, improve customer engagement and run through to conversion of prospective students in all stages via an omni-channel approach.

You will have strong communication and writing skills, as well as strong customer services and customer experience design familiarity. You will have strong attention to detail as you will be executing and delivering conversion activities. You will also possess strong influencing skills as you will be engaging with prospective students directly at all stages across different channels.

To be successful in this role, you will possess the following skills:

• Demonstrated experience in enquiry management, direct marketing, including lead scoring and lead nurturing.
• Demonstrated experience in using digital channels (EDMs, Display, Social media, webinars, chat and mobile).
• Practical knowledge of customer experience design, user journey mapping and direct marketing.
• Demonstrated experience in HTML (Hyper Text Markup Language), Google Analytics, database management, Excel and some graphic design experience.
• Experience in tracking and reporting on key business metrics (open rates, clicks, conversions etc.) as well as a passion for improving customer experience.
• Experience in email marketing and marketing automation with a focus on data analysis, EDM optimisation and testing to drive email conversion.
• Excellent interpersonal communication skills, including skills in persuasion, information exchange and relationship management.
• Demonstrated ability to show initiative and flexibility, a willingness to take on new challenges, work with minimal supervision, and organise workload to ensure timely completion of tasks.
• Knowledge and experience working with cross-channel life-cycle management, in particular focusing on lead conversion.

Note: Appointment to this position is subject to passing a Working with Children check.

Bring your whole self to work
We are better for our diversity. When we listen to those who are different to us, or challenge us, we grow stronger together. When we feel like we belong, we can achieve so much more. We respect each other, embrace our differences and build a sense of belonging in our team and beyond.

We’re proud to share with you some of our wins:

• RMIT University is an Athena SWAN member with Bronze Award accreditation and the College of Science, Engineering and Health is central to driving improvements in gender equality, diversity and inclusion, particularly in the Science, Technology, Engineering, Mathematics and Medicine (STEMM) disciplines.
• We placed 11th in the 2019 Talent Board APAC Candidate Experience Awards.
• RMIT was placed 10th in the 2019 Randstad Employer Brand Research Awards, up five spots from 2018.
• We were named as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency in 2019. 
• We achieved Gold Employer status for LGBTIQ inclusion in the Australian Workplace Equality Index (AWEI) in 2018 and now in 2019.
• We were recognised as a top five employer in 2018 for workplace accessibility with the Australian Network on Disability.
• The launch of our second Reconciliation Plan, Dhumbah Goorowa– a “commitment to share” - an important step in our reconciliation journey. 

To apply, please submit your resume and cover letter outlining your interest for this role.

We are also happy to make adjustments to the recruitment process for your accessibility requirements. Please email TalentSupport@rmit.edu.au with your request(s).

 PD - Conversion and Customer Engagement Coordinator.pdf

Applications close on Sunday 23rd February 2020 at 11:55pm.

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Trans and Gender Diverse applicants

Inclusion is at the durrung (or heart) of who we are. We aim to create an environment where staff and students who identify as trans and gender diverse feel supported to succeed and belong.

We recognise the challenges faced by the trans and gender diverse community when applying for a new role.

At RMIT, we aim to support you from the start. Our Talent Acquisition team are active members of the RMIT Ally network.

For enquires or support through the application, recruitment and onboarding process, applicants who identify as trans or gender diverse are invited to contact Mat Lewis at mat.lewis@rmit.edu.au