Head of Retail Product and Customer Marketing

ING Australia is pursuing an ambitious growth strategy to become the most loved mobile-led bank in the country. Our approach involves differentiating our brand & product offering, digitising customer experiences, offering innovative products, and ensuring safe, excellent delivery.

We are looking for an experienced Head of Retail Product & Customer Marketing, to join the Marketing, Brand & Stakeholder Relations department.   At ING, the Product & Customer marketing team is hybrid centralised unit of 20+ marketeers. Responsible for developing through-the-line, data-driven product marketing strategies and campaigns that deliver on key business objectives: strengthening product awareness & consideration, new customer growth, deepening existing customer engagement, usage & retention.

This role requires heavy cross functional partnership with the broader Retail Leadership Team. You’ll work in a highly collaborative, dynamic environment with a number of business areas including the broader marketing team, Daily Banking, Mortgages, Consumer Lending, Wealth & Business Banking product tribes, Customer Interactions & Digital tribes. 

A significant portion of this senior marketing leadership role is to continually enhance the commercial forecasting of our acquisition plans, drive effectiveness and operational efficiency, whilst instilling a culture of strategic, commercial and data-driven craftsmanship in the broader product & customer marketing team.   You’ll be an outstanding people leader, a cross functional collaborator, passionate about helping customers understand the value of our differentiated products & experiences.

Are you committed to makING a difference in our digital future?

What you’ll do:

• Drive annual & quarterly product marketing plans driving new to bank acquisition & retention / usage outcomes across business lines including Home Loans, Daily Banking, Consumer Lending, Wealth, Business Banking.  Oversee product agnostic customer programs including, regulatory, remediation & digital project delivery.
• Oversight & accountability for integrated product & customer marketing campaigns targeting key customer segments across paid channels (ATL & performance channels) and owned channels (email, push, SMS, website, app). These campaigns range in targeting prospective customers & driving switching from other banks, deepening relationships with existing customers via our CRM and customer development lifecycle squads.
• Partner with Marketing Leadership Team & Retail Tribe Product Area Leads on prioritisation of initiatives, marketing budgets, & team resources across the function.
• Steer annual planning, quarterly business planning (QBR’s), and monthly sprint reviews with team; optimising for efficiencies & driving effectiveness culture and aligning plans with bank priorities.
• Manage cross squad portfolio resources & workloads of Product & Customer marketing teams, proactive business partnership with Product & Customer Tribe leaders gaining visibility around upcoming priorities that require marketing resource.
• Partner with Brand, External Comms, Marketing Operations, Safe Business& Customer Development team to continually find opportunities to optimise / digitise the GTM process, reduce the time to market and remove roadblocks the teams might have.
• Influence changes to product CVPs and customer journeys that have improved portfolio growth, conversion rates and customer experience.
• Lead the team to deliver strategies that promote ING’s differentiated brand and product positioning in market as a true challenger brand – ensuring we punch above our weight & spend.

What we’re looking for

• Exceptional people leadership across a large team; you’ll be a natural coach, able to build strong & engaged teams, driven by purpose & a passion for customers. Ability to swoop and soar between strategic, tactical, long & short term priorities in a fast paced, highly dynamic environment. 
• A strategic problem solver – who thrives in a fast-paced environment, prioritising workloads against ROI, bank priorities and taking an enterprise (and customer) view of multiple banking products looking for synergies between business lines.   
• Highly commercial, analytical, data driven capabilities to inform decisions and pragmatic approach to rigorously helping teams improve productivity & prioritise our efforts against impact. Ability to understand product commercials to enhance efficient forecasting of accounts and drive commercial trade off decisions on marketing investment / channels with highest ROI. 
• 15+ years experience, in financial services marketing roles, ideally with depth of experience across different financial product portfolios – deposits, lending, wealth, business banking. 
• Experience in integrated, through the line marketing campaigns, spanning ATL & BTL channels, customer engagement / CRM. Experience working with specialist marketing experts (brand, social, PR, performance marketing), external media & creative agencies & solid understanding of financial services regulatory environment. 
• An excellent cross functional collaborator, able to partner with a diverse group of stakeholders to negotiate win win outcomes.

What’s in it for you?

• Discounted ING Health Insurance 
• An additional Rest Day to support your wellbeing 
• An IMPACT day to volunteer on an approved sustainability activity 

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  

Sound like the kind of place you’d feel at home? We’d love to hear from you. 

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more?
Contact Rachel Yuen on rachel.yuen@ing.com

Applications close on 24 March 2025

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