Head of Customer Operations

This senior leadership role combines deep marketing technology expertise with strong commercial, operational and people leadership capability. The role leads the Customer Operations / Engagement Operations team and ensures lifecycle, automated and tactical customer campaigns are customer-led, scalable, compliant and high performing. Using Braze as the core customer engagement platform, the role leads the design, build, governance, quality assurance and optimisation of complex automated journeys and campaigns.

• Lead, develop and set priorities for the Customer Operations / Engagement Operations team.
• Own the operational delivery of lifecycle, automated and tactical customer campaigns.
• Build and optimise scalable customer journeys, workflows, segmentation and personalisation strategies in Braze.
• Establish robust campaign governance, approval processes, QA standards and documentation.
• Oversee audience selection, suppression logic, frequency management and contact policies.
• Ensure communications meet privacy, consent, accessibility, brand and regulatory requirements.
• Monitor deliverability, sender reputation, spam management and channel health.
• Lead campaign experimentation, including test design, control groups, statistical validity and performance measurement.
• Partner with Data and Analytics to strengthen reporting, attribution, audience quality and decision-making.
• Drive adoption of new martech capabilities and contribute to the customer engagement technology roadmap.
• Communicate campaign performance, risks, opportunities and recommendations to senior stakeholders.

• Significant experience in CRM, lifecycle marketing, marketing automation or customer engagement operations within a complex digital business.
• Proven people leadership experience, including building and developing high-performing campaign or CRM operations teams.
• Deep, hands-on experience with Braze, with confidence designing, building, governing and optimising sophisticated campaigns, automations and customer journeys in Braze.
• Strong experience delivering multi-channel engagement programmes across email, push notifications, in-app messaging, web and/or SMS.
• Demonstrated capability in segmentation, personalisation, customer data, consent and database marketing.
• Experience designing robust experimentation programmes, including hypotheses, control groups, success metrics and statistical significance.
• Strong commercial and analytical acumen, with the ability to connect engagement activity to acquisition, retention, churn, revenue and customer lifetime value.
• Exceptional stakeholder-management skills and the ability to translate business requirements into scalable technical campaign solutions.

• Experience in subscription, streaming, sports, entertainment or media is highly regarded.

• Hybrid working through Fox Flex, with time spent at home and on campus.

• Fox Flex hybrid way of working, with time spent at home and on campus.
• Free and discounted products including Foxtel, Foxtel Broadband, Kayo Sports and BINGE.
• Special days away from work for Birthday, Cultural and Volunteer Leave.
• VIP Experiences: free tickets to sporting events, red carpet premieres, advance screenings, and behind-the-scenes tours.
• Access to the holistic Fox Fit wellbeing program.
• Company-wide meeting-free lunch hours and Friday afternoons.