Responsibilities:

CRM Strategy & Platform

• Define and execute the CRM strategy, aligned to commercial priorities and the broader digital performance roadmap
• Maintain and continuously improve the marketing technology stack, ensuring SFMC is optimised for capability and performance
• Lead first-party data capture, enrichment, and segmentation strategy in line with the CDP and customer data roadmap

Customer Lifecycle & Campaign Management

• Develop and execute the full customer lifecycle strategy — onboarding, retention, reactivation, and winback — through personalised, trigger-based communications
• Build, deploy, and optimise email and SMS campaigns end-to-end: brief, build, deploy, test, analyse
• Manage the CRM campaign calendar, ensuring timely delivery across all markets and alignment with broader marketing activity
• Drive customer acquisition into CRM programs and maximise lifetime value through targeted, commercially focused communications
• Conduct RFM analysis and post-campaign reporting, communicating performance and recommendations clearly to the business

Data, Insights & Reporting

• Monitor, analyse, and report on CRM performance — open rates, click-through, revenue attribution, list health, churn, and customer database growth
• Share actionable customer insights with the broader business to inform commercial decisions and identify opportunities
• Maintain CRM database health: list management, data hygiene, suppression management, and compliance
• Ensure ongoing compliance with the Australian Privacy Act 1988 and applicable international privacy legislation

Skills Required:

• MUST HAVE strong hands-on exp with SFMC.
• 5+ years in CRM and digital marketing.
• Commercially minded - You think in terms of revenue, retention, and customer value — not just campaign metrics. CRM is a commercial channel, and you treat it that way.
• Strong analytical capability — comfortable with RFM analysis, segmentation, A/B testing, attribution, and campaign performance reporting.
• Proven ability to manage complex campaign programs from brief to post-campaign analysis, independently and at pace.
• BONUS - Direct experience in retail or consumer products — understanding the commercial rhythms, promotional cadences, and customer behaviours of a retail environment.