Better begins here

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

The Opportunity

As Direct Communications Manager, you'll shape how Crown Melbourne engages with its customers, leading the strategy, planning and delivery of personalised communications that drive loyalty, engagement and commercial performance.

This is an exciting opportunity to shape how Crown connects with its customers across email, SMS, direct mail, app notifications and automated customer journeys. Working closely with Marketing, Customer Strategy, Insights and Creative teams, you'll use customer data, market insights and innovative thinking to drive engagement, loyalty and commercial outcomes.

Leading a team of marketing specialists, you'll champion best practice CRM and direct marketing strategies, continuously optimising performance and ensuring every communication delivers value for both our customers and the business.

What You'll Be Doing

• Lead Crown's direct communications strategy, delivering customer engagement initiatives that support commercial objectives.
• Own the communications calendar, planning and delivering targeted campaigns across multiple customer touchpoints.
• Translate customer insights and behavioural data into personalised communications and audience strategies.
• Drive continuous improvement through testing, optimisation and performance analysis.
• Oversee customer lifecycle programs, automated journeys and CRM initiatives to enhance engagement and retention.
• Collaborate with internal stakeholders and creative partners to develop compelling and on-brand communications.
• Monitor campaign effectiveness, providing actionable recommendations to optimise customer outcomes and ROI.
• Lead, coach and develop a team of two marketing professionals.
• Manage the Direct Communications budget and ensure effective allocation of resources.

About You

You bring a strategic mindset, strong stakeholder management skills and a passion for delivering exceptional customer experiences through personalised communications.

You'll Bring

• Experienced in direct marketing, CRM, customer communications or lifecycle marketing.
• Demonstrated success developing and executing customer engagement strategies in a highly customer-focused environment.
• Strong understanding of segmentation, personalisation and customer lifecycle marketing principles.
• Experience using data and insights to inform decision-making and measure campaign effectiveness.
• Strong stakeholder management and communication skills, with the ability to influence across multiple business functions.
• Experience leading and developing teams in a fast-paced environment.
• Strong commercial acumen, including experience managing budgets and delivering measurable outcomes.
• Exposure to Salesforce Marketing Cloud or similar marketing automation platforms.
• Experience within hospitality, entertainment, gaming, tourism, retail or other customer-centric industries will be highly regarded.

On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.