CRM & Loyalty Manager

3 months ago

Moorabbin Airport, Australia Arc'teryx Full time

**About ARC’TERYX**

Located in the Canadian Coast Mountain wilderness, Arc'teryx is built on the principle of obsessive, precise design and production.

The unique in-house manufacturing and design centers allow the brand to constantly evolve and build products the right way. Timeless quality, intuitive design and simplicity result in unrivaled performance at the point of extreme need.

As the brand & team continue to expand in Australia & New Zealand, we are excited to be recruiting for a CRM and Loyalty Manager to build loyalty & retention strategy to help consumers fall in love with our brand (Arc’teryx) and increase our customer lifetime value

Our local ANZ team are a driven and vibrant group of motivated professionals who are constantly striving to deliver exceptional consumer experiences based in Moorabbin, Melbourne. Due to phenomenal growth across our business, we are looking to recruit a Loyalty & CRM Manager to join a dynamic, fun and supportive Digital team.

**About the Opportunity**:

- You will be responsible for building a loyalty strategy for Arc’teryx to build customer lifetime value, and deliver a high level of satisfaction from every shopping experience, while also being responsible for the full direct marketing strategy and execution of one of the aforementioned brands.
- Build full year calendar for our loyalty programs
- Work with our operations, eCommerce and marketing teams to deliver an exceptional post purchase experience
- Build and maintain actionable consumer segments based on behaviours, interests and CLV.
- You will find innovative ways to bring joy and value to our consumers. This may require further work with operations, marketing and CX
- You will monitor ratings & reviews and assist the Customer Support team with actions based on both negative and positive reviews with a strategy to turn detractors into influencers wherever possible
- Weekly Connect with retail teams to understand key needs & support required & CX team for concierge/vip service
- Prepare weekly, monthly and seasonal reports to aid the brands create actionable actions

**About You**:

- You will have 3+ years of experience with Retail Ecommerce, CRM/Loyalty, management.
- Experience managing a direct report.
- Knowledge of e-commerce, web sales, direct marketing techniques & order fulfilment strategies.
- Clear understanding of how the consumer operates in an Omni channel environment
- Experience building, managing and reporting on customer lifetime value
- Intermediate excel skills. Confident manipulating data sets
- Experience working with a variety of data sources, manipulating data for templates
- Experience working with eCommerce platforms like Shopify & Magento, Klaviyo preferred.
- Execute lead generation campaigns to aid in database acquisition, and support lead nurturing
- Understanding the importance of eCommerce as a single channel and how this interacts within the wider retailing environment
- Can demonstrate an understanding of the Consumer, their media consumption and shopping habits
- Combine a range of reports and information to provide insights into consumer habits
- An Outdoor Sports enthusiast with a passion for product
- Establishes good relationships with (internal and external) partners and colleagues
- Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances
- Keeps up to date with platforms, tools and market trends. Identifies business opportunities for the organisation. Thinks in terms of profit, loss and added value

**Our Benefits**:

- Competitive salary, bonus + super
- Amer Sports ANZ are a certified Great Place to Work
- Free product and generous allowances to get you kitted out for all your sporting adventures
- Flexible working environment, including additional school holiday flexibility / support
- When at Head office in a state-of-the-art 6-star energy efficient facility, with a huge business focus on environmental and social strategies
- Support in career development, wellbeing, and personal growth
- Regular staff activity days, including camping, snow trips, fun runs and more
- Company supported volunteering program.

**Equal Opportunity**

Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

**Leave it Better**

We believe that the mountains

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