Jovana Saul

My 10-month stint in Perth saw me own customer lifecycle and creation of strategies for each phase.

I managed the execution of lifecycle initiatives with cross-functional teams through Salesforce Marketing Cloud.

My focus was also on leading and managing a project to enable the business to become a data-driven business and scale up its capabilities in this area.

As a Lifecycle Marketing Manager, I've focused on multi-channel marketing strategy and its execution for the business, including email channels, automation, journeys, web push, SMS, and website personalisation. I was responsible for understanding the guest lifecycle based on the available data and mapping the relevant journeys to maximise the value of each guest to the business.

My focus was also on effectively translating data analytics into clear insights and actionable recommendations to identify opportunities for segmentation and targeting.

Part of my role was working with other marketing teams across the NRMA Group on MarTech strategy and implementation, including new systems and ways of working.

I drove and influenced customer led ways of working and using UX-first methodologies to design and deliver differentiated customer experiences.

As the Digital Marketing Manager I was responsible for developing and executing the digital strategy for my clients. These strategies included website management and optimisation, email marketing, paid media channels, social media and SEO for the e-commerce side of the business. The digital activities that I managed resulted in 50% increase of e-commerce sales for one of the clients, during a short amount of time.

In my lifecycle marketing capacity, I worked with clients on developing and implementing lifecycle marketing strategies to enhance customer engagement and retention. Supporting the rollout of new customer platforms, such as Braze, with a focus on maximising platform capabilities and driving measurable ROI.

I also regularly analysed and reported on digital performance, including optimisation of digital channels in response to data and trends.

I fully managed the creative process for the brands' digital content, as well as some content for print.

Responsible for driving strategic direction across customer experience and digital initiatives through collaboration with internal and external stakeholders. Besides relationship building and business development with the clients, one of the main parts of the role were quality and process management across the team to ensure the delivery of an outstanding customer experience. I was also responsible for developing my team’s skillset, providing guidance and support to team members and actively participating in improving the agency's operational processes.

Some of the clients I've worked with in this role are: Queensland Airports, Mirvac and Destination Gold Coast.

Management of various digital projects including budgets, timelines, allocated resources, both internal and external, risk management and reporting, using both Waterfall and Agile methodologies. One of the biggest projects I've managed was a website redevelopment for 6 websites in 18 months, where the team pioneered a development approach with React and Sitecore, UX focused approach, mobile-first, 62 components, personalisation, powerful site speed, consistency, flexibility & customisation, global data sources.

In addition to visitor and conversion rate increase across these websites, we also won the Australian Marketing Institute award in 2018 for Customer Experience Marketing for Movie World website project and Sitecore Experience Award in Best Business Impact category.

Some of the clients I've worked with in this role are: Village Roadshow Theme Parks, Mirvac, BBC, Destination Gold Coast, Ipswich City Council, etc.

Project management of website development, marketing automation implementation, nurturing programs, and CRM integration.

I've built and executed digital marketing strategies for clients and managed their marketing activities including SEO, paid media, social media, content strategy and plans.

Managed the creation of marketing materials and implemented communication tactics through various media. I also worked on stakeholder management and engagement, including managing accounts to improve customers' experience and be the reliable main point of contact.