About the role

With a strong customer base and established loyalty programmes, we’re looking for an experienced Group Loyalty & CRM Manager to lead the next phase of our customer engagement strategy. 

This is an exciting opportunity to take ownership of CRM and loyalty across a multi-brand portfolio, driving customer engagement, retention and commercial value across two highly distinctive brands. This is a 12-month maternity leave contract, with the opportunity to make a significant impact across the business.

What you'll be doing

Reporting into the General Manager Group Digital, you’ll lead the CRM and loyalty strategy across Peter Alexander and Smiggle, supported by a specialist team of three across CRM, loyalty and marketing automation.

Your responsibilities will include:

• Developing and leading the CRM and loyalty strategy across Peter Alexander and Smiggle
• Evolving and optimising existing loyalty programmes to increase customer engagement, retention and lifetime value
• Using customer data, insights and segmentation to identify opportunities and drive commercial performance
• Developing personalised and relevant customer journeys across the customer lifecycle
• Supporting the growth and evolution of loyalty across our international markets
• Partnering closely with eCommerce, IT, Analytics, Marketing and other key stakeholders on major customer and digital initiatives
• Identifying opportunities to improve our use of customer data, automation and personalisation across the brands
• Balancing strategic leadership with hands-on delivery in a fast-paced retail environment

About you

We’re looking to connect with experienced Senior CRM Managers, Group CRM Managers, Senior Loyalty Managers and Heads of CRM/Loyalty who are ready to take on broader strategic ownership.

• Strong CRM and loyalty experience, ideally within retail or another multi-channel environment
• Experience developing and executing CRM and loyalty strategies across multiple brands or markets 
• Strong understanding of customer data, segmentation, personalisation and marketing automation
• Experience working with platforms such as Braze, Salesforce or similar CRM and marketing automation technologies
• A strong commercial mindset and the ability to translate customer insights into measurable business outcomes
• Proven people leadership and the ability to develop and motivate a specialist team
• Strong stakeholder management and the ability to work collaboratively across IT, eCommerce, Analytics and Marketing
• The ability to operate strategically while remaining comfortable getting into the detail and delivering hands-on

Perks

• Generous staff discount and access to our sample sales
• Central office location based on St Kilda Rd, with direct access to the picturesque Fawkner Park
• Work closely within a high performing, supportive and collaborative environment
• Coffee lover? Indulge in daily free coffee and hot drinks

Ready to make an impact across two iconic brands? We’d love to hear from you - apply now!