CRM & Loyalty Manager

• Lead the strategy and growth of the global loyalty program to drive engagement retention and performance outcomes
• Lead the CRM strategy and roadmap across email and SMS channels to drive revenue growth
• Develop and execute the email and campaign calendar aligned with marketing and trade activity
• Monitor and report on loyalty program performance and provide recommendations to optimise results
• Develop and manage the loyalty marketing and promotional calendar in collaboration with internal teams
• Manage external partnerships to optimise program performance communication flows and digital experience
• Lead campaign execution and optimisation including testing strategies to improve engagement and conversion
• Develop lifecycle marketing strategies across acquisition activation and retention
• Manage and optimise automation strategies to deliver personalised and timely customer interactions
• Analyse customer data and buying behaviour to identify trends and inform strategic decisions
• Develop segmentation strategies to enhance targeting and personalisation
• Monitor key metrics including retention frequency spend and churn and present insights to stakeholders
• Lead and develop the CRM team while fostering a collaborative and accountable culture
• Partner with internal teams, external agencies and developers to deliver CRM and loyalty initiatives.

• Bachelor’s degree in Marketing Business Data Analytics or a related field
• Proven experience in CRM loyalty and customer lifecycle management ideally within fashion retail or a fast-paced environment
• Strong analytical capability with experience using CRM or ESP platforms (Klaviyo Salesforce or HubSpot) and data tools (Excel or Tableau)
• Experience in email marketing campaign management and omni-channel engagement
• Strong project management skills with a focus on delivering results
• Experience with global loyalty programs and understanding of data privacy regulations is highly regarded
• You are commercially minded with a passion for customer experience and retail
• You're based in Sydney and enjoy a hybrid work environment.

Experience with global loyalty programs and understanding of data privacy regulations is highly regarded.

• Hybrid Working Arrangements—3 days in the office, 2 days WFH
• Birthday, Wellness & Parental Leave
• Generous Product Discounts
• Stunning Heritage-Listed Sydney CBD Office
• Paid Premium Gym Membership