crm & loyalty lead

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Scanlan Theodore is a heritage Australian House - an epitome of elegance and refined sophistication. A House of artisans, luxurious fabrics and human values, it has stayed true to its independent spirit while threading a 40-year heritage of elevated craftsmanship.

Founded in 1987 by Gary Theodore, the House's long-standing success is tied to a delicate balance between tradition and modernity, preserving the values of the past while having the courage to innovate and reinvent.

The products are central to everything and speak for themselves - crafted to be beautiful and practical companions in the lives of the women for whom they are designed.

About the role:

We are seeking a driven and passionate CRM and Loyalty Lead to join our eCommerce Team. As an integral part of the digital team, the CRM and Loyalty Lead is responsible for shaping customer relationships and driving omni channel initiatives across domestic & international markets. The role will be responsible for extracting useful data to help develop meaningful insights that help deliver a world class CRM and loyalty program. This role is a full-time in-person position, based at our Melbourne Head Office.

This role will:

• Run the implementation and optimisation of Salesforce CRM across global markets, ensuring seamless integration with existing systems and processes.

• Support retail CRM platforms to drive insights and personalised strategies to drive engagement and increased revenue.

• Daily management of the company's first comprehensive loyalty program using Loyalty Cloud, tailoring it specifically to our premium customer base and brand ethos.

• Create and execute sophisticated, personalised communication strategies including segments/journeys/triggers and automations that enhance customer engagement. Using both Online/ Retail CRM platforms.

• Drive weekly strategic discussions with C-suite leadership across US and Australian markets, presenting performance metrics and strategic insights.

• Managing acquisition and retention strategies globally

• Analyse customer behaviour patterns and data to inform product strategy and marketing initiatives, providing actionable insights to key stakeholders.

• Transform our customer data strategy through Salesforce implementation, establishing best practices and procedures for data management.

• Collaborate with retail teams to ensure seamless customer experiences across all touchpoints and markets.

• Define and implement personalisation strategies for our most valued global clients, ensuring alignment with our brand positioning.

• Monitor and report on key performance metrics, providing regular updates to senior leadership on program effectiveness and ROI.

• Build and maintain strong relationships with key stakeholders across all departments and markets to ensure aligned customer experience delivery.

• Lead continuous improvement initiatives for CRM and loyalty programs based on customer feedback and performance data.

Who you are:

• Minimum 5 years of CRM experience in luxury retail or premium fashion, with demonstrated success in developing and implementing customer engagement strategies.

• Strong technical understanding of Salesforce and its capabilities, with proven experience in system implementation and optimization.

• Advanced Excel capabilities

• Proven track record in developing and managing loyalty programs for high-value customers in premium or luxury markets.

• Experience presenting to and collaborating with C-suite executives, with excellent strategic thinking and communication abilities.

• Deep understanding of customer behaviour and expectations, with the ability to translate insights into actionable strategies.

• Strong analytical skills with demonstrated experience in data analysis and performance metrics reporting.

• Excellent project management skills with the ability to manage multiple priorities across international markets.

• Superior interpersonal and stakeholder management skills, with proven ability to build strong relationships at all levels.

• Bachelor's degree in Marketing, Business, or related field

• Experience working across international markets, particularly in the US retail sectors.

• Additional qualifications in Digital Marketing or Customer Experience Management.

• Previous experience in the luxury fashion industry.

Why work with us?

• Competitive salary package

• Opportunity to work with a talented and passionate team

• Training and development

We are committed to fostering an inclusive and diverse environment where opportunities and challenges are a priority across many facets in which our business operates.

We are seeking to recruit, promote and reward our teams according to their professional aspirations, contributions, achievements and commitment to our values.

If this opportunity sounds like your next challenge, complete your application by clicking the Apply Now button and we will be in touch. Please also note that this role is a full-time in-office position.

In anticipation of a high volume of applicants, only shortlisted candidates will be contacted.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionBusiness Development and Customer Service
• IndustriesRetail Apparel and Fashion

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