This position is responsible for the design and delivery of robust CRM strategies that manage the customers end-to end lifecycle across each brand..
The Company:
An Australian fashion institution, this company has been operating since the mid 70's and has evolved over the years and stood the test of time. Now sitting firmly on the Australian retail map, this company over their customers 3 x distinctive, fashion retail brands. All fairly different but share the same set of values, heritage, customer first and timeless!
The Role:
As the Group CRM manager you will gain a deep understanding of the brands and their respective customers to identify and act on opportunities that will enhance customer retention, drive brand loyalty, and maximise sales through online and offline channels. You will own the health, growth and management of each brands customer database, CRM platform structure and architecture – ensuring they work seamlessly and capture all the required information at key touchpoints in the customers lifecycle. In line with the above, you will be responsible for the development and delivery of best-practice email marketing and marketing automation programmes with a continued focus on analysing data and customer activity to maximise commercial opportunities.
Key Responsibilities:
- Lead strategic planning to identify new business opportunities based on customer insights.
- Create an omnichannel experience that seeks to provide customers with a seamless experience through all online and offline channels.
- Educate key stakeholders in the importance of marketing automation and the value of providing customers with a targeted experience with CRM strategies.
- Stay up to date with best practices and new innovations in customer marketing, email marketing, marketing automation and relevant technologies.
- Day-to-day execution, optimization and reporting of best practice email marketing campaigns including personalized emails, transactional emails, promotional and win-back campaigns, triggered and dynamic content-driven campaigns to drive customer acquisition & retention, engagement and conversion.
- Plan and execute relevant workflows and customer lifecycle engagement programmes using marketing automation technology for relevant online and offline touchpoints for each brand.
- Own, manage and optimize current CRM platform (Emarsys) capabilities, ensuring we are capitalizing on existing functionality and exploring custom developments that would support the CRM strategy and maximise commercial benefit.
- Bachelor’s Degree in Marketing, Business/Commerce or relevant tertiary qualification.
- Minimum 5 year’s experience in CRM strategy role, preferably in a retail or agency environment.
- Experience in managing a retail loyalty programme is a plus.
- Excellent understanding of all facets of CRM and marketing automation.
- Data driven and comfortable with using data to identify actionable insights to drive multichannel growth.
- Must be able to analyse data and understand customer behaviour.
- Experience developing and managing email marketing campaigns.
- Proven expertise in segmentation and leveraging analysis to improve CRM performance.
- Strong background in customer re-engagement, and retention strategies.
- Analytical with a strong commercial acumen.
- Strong communication skills and ability to work collaboratively and influence decisions across functions.