CRM & Loyalty Campaign Manager

7 months ago

Chadstone, Australia The Body Shop International Limited Full time

**The Body Shop**:
When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good - that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. In 2019, we became a certified B Corp. That is a business that meets the highest verified standards of social and environmental performance transparency and accountability. B Corps don’t just care about profit - they care about people and the planet too.

We believe equality is a human right. All people should have an equal opportunity to pursue their dreams and aspirations, regardless of beliefs, characteristics, and circumstances. Everybody has the right to live their life free from violence and discrimination. We want The Body Shop to be a great place to work and shop, whoever you are. We endeavor to be diverse and inclusive throughout our business. We celebrate the diversity of individual self-expression. We are unapologetically excited about life and the world and want everyone to experience all it has to offer. As such, we are passionate protagonists and advocates of social equality, equal rights, and equal opportunities, for each and every one, everywhere Visit The Body Shop website to learn more.

The Body Shop exists to fight for a fairer, more beautiful world. This is our purpose, and it drives everything we do. Our beliefs are everything to us: that business is a force for good, the empowerment of women and girls and the belief that everyone is beautiful.

**Your role in a nutshell**:
***Please note this is a 12 month maternity cover contract**

**Purpose of role**:

- ** This is an individual contributor role focused on delivering and executing CRM strategy, loyalty and campaigns for TBS Australia and New Zealand** with support from the Global CRM team - to achieve/exceed planned/forecasted customer revenue, satisfaction and retention rates.

**More about the role**:
**Key Job Accountabilities**:

- ** Work with the Head of Ecommerce & Digital to set the strategy for the trade campaign program**, owning the segmentation, campaign plan, and individual campaign strategy for ANZ.
- ** Loyalty Program**:Oversee and advance our Love Your Body Club loyalty program, aiming to increase customer lifetime value and satisfaction. Strategise and deliver campaigns to engage this audience and build customer advocacy.
- ** Deliver the strategy, to achieve increased customer revenue, satisfaction and retention**:

- Work with Insight team and market stakeholders to understand customer needs, preferences and routes to value creation.
- Design a market targeting and segmentation approach, identifying opportunities for targeted CRM campaigns and programs that deliver customer value.
- Create and deliver the CRM test and learn/optimisation plan across ANZ.
- Agree yearly and quarterly campaign plans to deliver against customer value and retention KPIs
- Design individual campaign strategies, including definition of audience strategy, channel deployment, campaign messaging, proposed promotions and offers, and campaign timing.
- Brief content and agency teams to deliver content to support campaign creation, and project manage content through to delivery, managing internal stakeholders across functions.
- Build, test and dispatch campaigns from the marketing cloud platform.
- Review and share program performance with stakeholders monthly.
- Contribute to CRM projects including but not limited to the optimization of the existing automation strategy, segmentation and sampling strategy, in support of our ambition to deliver innovative, personalised multi-channel marketing programs that build out experiences that delight customers and increase profitability.
- Collaborate closely with other departments (Commercial, IT, Legal, Digital & Ecommerce) to ensure a consistent customer journey and timely delivery of joint strategies and projects.
- Act as the primary liaison to the Global CRM team, cascading strategy, segmentation, creative into your local operations

**Working Relationships & Interfaces**(_where applicable):_

**Internal**
- Local teams - to agree and deliver promotional plans and activations.
- Insight team - to deliver customer insight, program test and learn and evaluation.
- Ecommerce/Digital teams - to integrate the program into the performance marketing and online experience.
- Legal - to ensure that deployments meet local legislative requirements.

**External**
- External platform owners as required i.e. SAP, MentionMe etc.

**What we look for**:
**Experience**:

- S

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