CRM & Email Marketing Specialist — Mortgage & Finance

About the Role

We are looking for an experienced CRM & Email Marketing Specialist to own and scale our customer communications across the full mortgage and finance lifecycle from lead nurture and pre-approval through to settlement, retention, refinance, and repeat business.

This role is ideal for someone who understands the mortgage journey, knows how to work with brokers and sales teams, and can build automated, personalised campaigns that drive conversions and long-term customer relationships.

Key Responsibilities

CRM Ownership & Customer Data

• Own and manage our CRM platform and customer database
• Build and maintain customer lifecycle stages (lead, active deal, settled, retention, refinance, etc.)
• Maintain clean data, tagging, segmentation, and reporting
• Integrate CRM with marketing, broker workflow, and lender systems

Customer Email & Lifecycle Marketing

• Build and manage email journeys across the full mortgage lifecycle:
• Lead nurture & education
• Pre-approval follow-ups
• Application & settlement updates
• Post-settlement care
• Refinance & rate review campaigns
• Cross-sell (personal, asset, commercial, SMSF, etc.)
• Personalise communications using CRM data (loan type, lender, rate, fixed expiry, property type, etc.)
• Build triggered campaigns based on customer behaviour and key dates (fixed rate expiry, anniversary, valuation review, etc.)

Campaign Performance & Optimisation

• Track and optimise campaign performance (open rates, CTR, replies, appointments booked, refinances generated)
• Run A/B testing on subject lines, messaging, timing, and offers
• Build dashboards and reports for management and brokers

Sales & Broker Enablement

• Work closely with brokers to align campaigns with active deals
• Build broker-branded campaigns and templates
• Support brokers with pre-approval, follow-ups, and retention communications

What Were Looking For

• 3+ years experience in CRM, email, or lifecycle marketing (finance or property preferred)
• Strong experience with CRM platforms (HubSpot, Salesforce, Zoho, ActiveCampaign, Mercury, or similar)
• Strong understanding of the mortgage journey and broker workflows
• Proven experience building automated customer journeys
• Strong copywriting and customer communication skills
• Highly organised with strong attention to detail
• Data-driven mindset with reporting and optimisation experience

Bonus Points

• Experience in mortgage broking, lending, or financial services
• Experience with SMS, WhatsApp, and omnichannel campaigns
• Experience with lead generation funnels and referral campaigns
• Marketing automation certification

What Success Looks Like

Increased lead-to-application conversion

Higher settlement and retention rates

Strong refinance and repeat business pipeline

Clean, scalable CRM and automation systems

Brokers spending more time closing and less time chasing