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CRM Journey Orchestration Lead

Job Description

Hi. We’re OFX, a global provider of online international payment and money management services. Our journey is one of exciting growth and transformation, revolutionizing how businesses and individuals move and manage money globally. We're evolving into a global payment solutions provider, enabling businesses to streamline their global financial operations, improve control, reduce costs and achieve more. Our new Business Platform offers clients real-time visibility and controls over their payments, expenses, approval workflows and reconciliations to help make business easier.

At OFX, you’ll have the opportunity to bring your expertise to life, collaborate across disciplines, and be part of a team shaping the future of global money management.

Purpose of your role

We're undergoing a transformative journey focusing on B2B growth and expanding revenues through launching a new SaaS platform and products for B2B clients globally so that their business thrives with better money movement and control. The role of CRM Journey Orchestration Lead will focus on designing, implementing, and optimising client journeys that seamlessly drive activation, engagement, conversion, and loyalty for B2B clients globally across the entire client lifecycle.

The ideal candidate is a dynamic customer first thinker with a diverse skill set that combines strategic thinking, story telling, technical expertise, stakeholder management and execution precision. The role will work closely with Product, Technology, Commercial, Operations and Marketing.

You’ll think holistically and omni-channel across marketing, sales and service leveraging the latest marketing technology to optimise client engagement to deliver a consistent client experience, B2B growth and expanded revenues.

What you'll be doing 

  • Own the global client engagement journey map: identify and continually refine the pivotal lifecycle events for the ‘always on’ global client engagement program to deliver B2B growth, expanded revenues and create stickiness
  • Deeply understand the operational experience to translate this into a timely and relevant client engagement plan. You’ll understand the platforms, systems and data points required to trigger personalised experiences for clients.  
  • Global client engagement journey delivery: create and deploy highly personalised omni-channel client journeys in line with the client engagement journey map to optimise every touchpoint with global consistency and regional nuances where this adds value for clients and OFX
    Storytelling and communication: use storytelling to communicate client engagement strategies effectively to stakeholders and bring the OFX client value proposition to life for clients at every touchpoint in the client engagement program
  • You’ll become an expert in the product propositions and platform packages and work closely with data teams to segment audiences and deliver relevant client engagements
  • Leverage personalisation to deliver the right message to the right ‘contact’ in each business at the right time with the right message, a solid understanding of regional insights and important differences are critical for effectiveness and supporting the regions
  • Cross-functional team leadership, collaboration and stakeholder management: work closely with Product, Technology, Commercial, Operations and Marketing to align the client journeys with business goals and client expectations, and ensure successful delivery and effectiveness
    Global client engagement journey optimisation: monitor and iterate on each live automated journey to improve performance and drive greater expanded revenues and increased loyalty through a robust testing and learning framework
  • Analysis & insights: source and analyse client feedback and behaviour associated with client engagement journeys to identify any pain points and opportunities for improvement. You’ll use data to make informed decisions around next best customer action and opportunity for growth within customer segments 
  • Performance monitoring: track KPIs such as communication engagement rates, retention rates, product adoption rates cross-sell rates, client reviews, and revenue growth to measure success
    Leverage and activate data: integrate client data from various sources (e.g. CRM systems, CDPs, marketing platforms) to activate client journeys and analysing it to derive actionable insights informing optimisations and new opportunities
  • Always keep learning: keep abreast of the latest Salesforce and marketing technologies, and evolving client engagement and marketing automation best practices to ensure the OFX client engagement program is world-class

Qualifications

  • Tertiary-level degree qualified in Business, Marketing or Communications
  • Certified Salesforce Marketing Cloud Email Specialist
  • Certified Salesforce Marketing Cloud Consultant highly desirable
  • Certified Salesforce Marketing Cloud Account Engagement Specialist

What you bring:

  • 8+ years marketing experience in a fast-paced environment, B2B experience highly desirable
  • 5+ years experience working hands-on in Marketing Cloud implementations
  • Extensive experience with Salesforce Marketing Cloud Studios & Builders - most importantly Email Studio, Mobile Studio, Content Builder, Journey Builder, Automation Studio, Cloud Pages and Query Studio 
  • Proficiency in AMPscript and SQL are essential
  • Experience with Salesforce CRM - sales and service clouds
  • Experience with Salesforce Data Cloud
  • Ability to establish data models, work with APIs, segments and configurations
  • Proven record in customer journey implementation and optimisation, marketing automation and sophisticated personalisation
  • Strong commercial business acumen with experience in analysing marketing activity performance 
  • Highly organised, with strong attention to detail, clarity & accuracy
  • A strong desire to execute, drive impact and demonstrate urgency
  • Curiosity about the client, product and the experience, and an analytical mindset with experience in using data insights to inform strategy and optimisations
  • Exceptional communication skills, verbal and written, with a talent for simplifying complex information for diverse audiences
  • Strong project management skills with the ability to handle multiple priorities in a fast-paced environment
  • Creative problem-solving abilities to address and overcome challenges
  • Ability to work well under pressure, with a high level of motivation in a matrix organisation
    Energetic, positive, resilient - with the ability to forge ahead with conviction in an organisation that is undergoing significant change and disruption

Additional Information

What it's like working at OFX

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

  • Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
  • Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
  • Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
  • Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
  • Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
  • A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at [email protected].

We encourage you to apply if this role aligns with your career aspirations.

Average salary estimate

$135000 / YEARLY (est.)
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$120000K
$150000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About CRM Journey Orchestration Lead, OFX

Hey there! We’re OFX, and we’re on the lookout for a passionate CRM Journey Orchestration Lead to join our team in sunny Sydney, NSW, Australia. As we expand our global footprint in the payment solutions space, this role is all about crafting and enhancing the customer journey for our B2B clients. You’ll dive deep into designing and implementing personalized client engagement strategies that span across various channels, ensuring that our clients feel valued at every touchpoint. Your role is pivotal; you'll be steering the creation of a dynamic engagement journey map that optimizes our service from the first point of contact to the end of the customer lifecycle. You’ll collaborate with diverse teams including Product, Technology, and Marketing to ensure that every interaction is meaningful and effective. Your robust skill set in strategic thinking, customer insights, and marketing technology will be essential in leveraging data to refine our processes and improve client satisfaction. With your hands-on experience in Salesforce Marketing Cloud, you’ll roll out tailored marketing strategies that not only drive activation but also foster deeper loyalty among our clients. It’s an exhilarating time to be at OFX as we redefine how businesses manage their money globally, and we want someone like you who is not afraid to embrace change and make a significant impact. Get ready to join a forward-thinking team that values curiosity, learning, and teamwork!

Frequently Asked Questions (FAQs) for CRM Journey Orchestration Lead Role at OFX
What are the primary responsibilities of the CRM Journey Orchestration Lead at OFX?

The CRM Journey Orchestration Lead at OFX is tasked with designing and optimizing client journeys tailored to our B2B clients. This includes creating engagement maps, implementing highly personalized marketing strategies, and collaborating across teams to ensure consistency and effectiveness in all client interactions, ultimately driving revenue growth.

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What qualifications are needed for the CRM Journey Orchestration Lead position at OFX?

To become the CRM Journey Orchestration Lead at OFX, candidates should have a tertiary qualification in Business, Marketing, or Communications, along with significant marketing experience, especially in B2B sectors. Certifications in Salesforce Marketing Cloud, alongside familiarity with AMPscript and SQL, will be essential for success in this role.

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How does the CRM Journey Orchestration Lead role contribute to OFX's business goals?

This role plays a crucial part in OFX's objectives by developing and implementing client engagement strategies that foster loyalty and drive revenue growth. By leveraging data and insights, the CRM Journey Orchestration Lead ensures that client interactions are highly personalized, which is key to enhancing satisfaction and retention.

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What skills should a successful CRM Journey Orchestration Lead at OFX possess?

A successful CRM Journey Orchestration Lead at OFX should possess strong analytical skills to interpret client behavior, exceptional communication abilities to convey strategies to various stakeholders effectively, and a deep understanding of marketing technologies. Moreover, project management skills and creativity in problem-solving are critical to excel in this dynamic role.

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What does OFX offer to its employees working in the CRM Journey Orchestration Lead role?

At OFX, employees in the CRM Journey Orchestration Lead role can expect a dynamic work environment that emphasizes career development opportunities, a culture of collaboration, and a commitment to innovation. We offer flexible working conditions, employee recognition programs, and various benefits aimed at promoting well-being and work-life balance.

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Common Interview Questions for CRM Journey Orchestration Lead
Can you describe your experience with crafting client engagement strategies?

When answering this question, focus on specific strategies you've implemented in previous roles, detailing the processes used and how you measured success. Highlight your research into client needs and how your marketing automation knowledge contributed to these strategies.

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How do you utilize data to improve client journeys in your current role?

Showcase your analytical abilities by discussing how you collect and assess client data. Provide examples of how insights derived from this data led to actionable changes in client engagement strategies that enhanced their experiences.

Join Rise to see the full answer
What role does cross-functional collaboration play in your work as a CRM Journey Orchestration Lead?

Stress the importance of building relationships across teams to ensure alignment on client journey objectives and leveraging various insights. Be prepared to share examples of successful collaborations and how they enhanced outcomes for client engagement.

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What marketing technologies are you proficient in, especially regarding Salesforce Marketing Cloud?

Detail your hands-on experience with Salesforce Marketing Cloud, highlighting specific tools you’ve used, such as Journey Builder, Email Studio, and Automation Studio. Discuss your proficiency in using those tools to create personalized marketing campaigns.

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How would you define success for a client journey initiative?

Define success based on key performance indicators such as engagement rates, client retention, product adoption, and revenue growth. Emphasize the importance of using a robust framework to measure and iterate initiatives continually.

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Can you provide an example of a challenge you've faced in optimizing client journeys?

Be ready to share a specific challenge, such as low engagement rates, and explain how you identified the issue, the steps you took to address it, and the outcomes that improved client experiences and engagement.

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How do you tailor client engagement strategies to different regions or markets?

Discuss your approach to understanding regional nuances and using data to inform your strategies, highlighting examples showcasing how you've customized experiences to cater to varying client needs across different markets.

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What strategies do you employ to maintain high levels of client engagement?

Explain your methodology for creating multi-channel engagement strategies that appeal to diverse client segments. Discuss your focus on personalization and continuous feedback mechanisms to adapt to changing client needs.

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How do you stay updated with the latest trends in marketing automation and client engagement?

Share your commitment to ongoing learning by discussing conferences, workshops, and online courses you follow, as well as thought leaders and industry blogs that help you stay ahead of the curve.

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Why do you believe you are the right fit for the CRM Journey Orchestration Lead role at OFX?

Convey your enthusiasm for OFX’s mission and your alignment with its values. Highlight relevant skills and experiences that demonstrate your ability to contribute effectively to this role and the company’s overall client engagement goals.

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Founded in 1998, OFX, part of the OzForex Group, provides online international monetary transfer services. They are headquartered in Sydney, Australia.

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Full-time, hybrid
DATE POSTED
March 28, 2025

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