Credera is looking for a Senior Consultant, Customer Engagement Platforms to join our team in either Sydney or Melbourne.
The Senior Consultant is responsible for supporting the design, implementation, and optimisation of customer engagement platform solutions across client engagements, with Braze as the preferred platform. They work closely with clients to understand customer engagement, lifecycle marketing, data, and experience requirements, and translate these into practical platform configurations, journeys, campaigns, and measurable use cases.
The role focuses on hands-on delivery across campaign and journey orchestration, personalisation, experimentation, channel activation, and performance optimisation, while developing a strong understanding of how customer engagement platform platforms use customer data to create timely, relevant customer experiences.
Job Duties
Client delivery and customer engagement platform implementation
- Support the implementation and configuration of customer engagement platforms, to meet client and business requirements.
- Lead workshops with clients to understand business and technical requirements to support implementations and
- Design and configure journeys/canvases and provide best practice guidance on CEP configuration and optimisation.
- Build and launch cross-channel lifecycle use cases across email, mobile push, in-app messaging, SMS, and web channels.
- Support platform integrations, event and attribute CEPping, and data validation to ensure reliable activation and personalisation.
Journey, campaign, and audience enablement
- Translate lifecycle and customer experience strategies into actionable audiences, journeys, campaigns, and channel treatments.
- Build and test segmentation, trigger logic, decision paths, frequency rules, and dynamic content using behavioural, transactional, and profile data.
- Partner with data and technology teams to CEP customer events and attributes into Braze and align them to priority engagement use cases.
Testing, measurement, and optimisation
- Execute end-to-end quality assurance for journeys and campaigns, including audience qualification, trigger logic, content rendering, personalisation, tracking, and channel delivery.
- Identify issues in data, orchestration, content, integrations, or activation and support timely resolution.
- Use campaign and journey performance insights to recommend experiments and continuously improve engagement outcomes.
Collaboration across teams
- Work with marketing, CRM, product, creative, analytics, data, and engineering stakeholders to deliver customer engagement platform solutions.
- Translate business, lifecycle, and customer experience requirements into scalable platform designs and configurations.
- Support workshops and working sessions covering journey design, channel strategy, personalisation, measurement, and operating processes.
Capability development
- Build deep working knowledge of Braze and broader customer engagement platform practices, including orchestration, personalisation, experimentation, deliverability, and consent.
- Contribute to documentation, reusable journey patterns, campaign templates, quality assurance checklists, and internal knowledge sharing.
- Stay current with Braze product developments, channel capabilities, and emerging customer engagement practices.
Qualifications
Customer engagement platform Platform Knowledge
- Hands-on experience with customer engagement platform or customer engagement platforms; Braze experience is strongly preferred.
- Understanding of lifecycle marketing, journey orchestration, segmentation, personalisation, experimentation, and cross-channel engagement.
- Familiarity with customer events and attributes, APIs, SDKs, webhooks, data feeds, and integration concepts relevant to Braze.
- Working knowledge of email, mobile push, in-app messaging, SMS, and web engagement channels.
- Ability to communicate platform and campaign concepts clearly to technical and non-technical stakeholders.
- Experience facilitating workshops to design customer journeys, lifecycle strategies, channel treatments, measurement approaches, and customer experience requirements.
- Strong collaborator across marketing, creative, analytics, data, engineering, delivery, and client teams.
Education and experience
- Typically 4-7 years of experience in customer engagement platform, CRM, lifecycle marketing, MarTech, or digital delivery roles.
- Experience in consulting or client-facing environments is preferred.
- Experience delivering customer engagement journeys or campaigns using customer data and marketing technology.
Customer engagement platform Expertise
- Strong hands-on expertise in Braze or a comparable enterprise customer engagement platform platform, with Braze preferred.
- Strong understanding of journey orchestration, segmentation, personalisation, channel execution, experimentation, consent, and deliverability.
- Experience designing and implementing scalable, multi-channel lifecycle marketing solutions.
- Ability to translate marketing strategy and customer data into practical platform designs, journeys, and campaign requirements.
- Strong workshop facilitation, stakeholder management, and delivery skills.
- Able to communicate technical and marketing concepts clearly to technical and non-technical stakeholders.
- Experience facilitating workshops to design journeys, lifecycle and scoring strategies, channel plans, data requirements, measurement, and operating processes.
- Strong collaborator across marketing, technology, delivery, and client stakeholder groups.
Preferred education and experience
- Relevant Braze certification or equivalent demonstrated platform expertise is highly regarded.
- Experience in consulting, digital delivery, CRM, lifecycle marketing, or enterprise technology environments is preferred.
- Demonstrated experience owning the configuration and delivery of complex, cross-channel journeys and campaigns.
