CRM & Loyalty Specialist - Platypus

6 months ago

Melbourne, Australia Accent Group Full time

Platypus Shoes is a renowned footwear retailer in Australia and New Zealand, known for its on trend and wide range of footwear. With over 200 stores nationally plus our online store we are growth engine for the Accent Group and pride ourselves on having the best teams that create amazing shopping experiences for our customers. We are seeking a passionate and experienced CRM, Loyalty & Partnerships Lead to join our dynamic team, driving customer engagement, loyalty, and strategic partnerships.

Platypus Shoes is a part of the Accent Group which is the largest footwear group with over 800+ stores, 34 brands and 30+ online platforms including; Glue Store, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Timberland, Stylerunner, Hoka, UGG, Saucony, & Nude Lucy

As our CRM & Loyalty Specialist for Platypus Shoes, you will play a crucial role in the development and execution of our CRM and Loyalty programs that will create exciting and rewarding experiences for our customers. We are looking for a customer champion that has attention to detail, a flair for content development and proven record in end-to-end campaign management with a passion for continuous improvement.
As a data-driven marketer you will be well rounded on consent management & compliance, be able to analyse results, generate insights as well as utilise customer data for personalisation or audience building. Commercial acumen, brilliant time management and the ability to manage multiple streams of work will be key to delivering customer revenue growth, repeat purchase intent & Brand loyalists.

**Your key responsibilities will include**:
**Acquisition & Consent Management**:

- Safeguard the brand through Privacy and SPAM act compliance and best practice
- Develop customer acquisition initiatives and prospect journeys that drive database growth & first purchase
- Capture customer consent and personal data at key stages of the customer lifecycle that assist in profiling and personalisation execute comprehensive CRM strategies, including acquisition, lifecycle, and retention initiatives.
- Analyse results and understand the drivers in order to manage unsubscribe and optimise engagement

Customer Journey Development & Campaign Optimisation
- Map out the customer journey (contact strategy) and key moments that will deliver a world class customer experience
- Develop the campaign framework & content journeys that will deliver customer engagement and interactions that deepen the relationship
- End to End campaign management & execution to meet brand calendar and drive customer purchasing
- Utilise data-driven insights to optimize customer journeys and enhance overall customer satisfaction.

**Loyalty Program Management**:

- Take end-to-end ownership of the loyalty program (KICKBACKS), ensuring growth, consumer acquisition, and ongoing engagement.
- Drive Loyalty Program education and awareness with members to increase participation and value realisation
- Create a cross functional program that includes experiences, events and exclusive moments that build member value beyond Points & Rewards
- Report on program effectiveness and develop strategies to improve impact or future program benefits
- Manage customer experience escalations and remove or workflow solutions to improves the member experience

**Partnership Management**:

- Develop and nurture partnerships to drive customer acquisition, Loyalty Program exclusives and brand engagement.
- Collaborate with external partners to create mutually beneficial programs and promotions that create value for our customers

Data Driven Campaign & Audiences Acumen
- Utilise multiple data sources to generate insights and understand results
- Utilise customer data to segment and target audiences effectively, personalizing communications and offers.
- Implement A/B testing and other optimisation techniques to enhance targeting strategies.
- To create workflows that deliver operational efficiency, capture customer interactions and deliver campaign capability
- To enhance efficiency and impact through campaign automation

**Customer Research & Sentiment Monitoring**:

- Conduct customer research to understand preferences, behaviours, and sentiment.
- **Collaboration and Team Management**:

- Collaborate closely with internal & specialist teams to leverage insights, develop strategy & align CRM & Loyalty initiatives with broader company goals.
- Provide requirements for IT or Technical Support and participate in solution designs and concepting.
- Collaborate with the technology and data insights teams to enhance CRM capabilities and automation.
- Develop of content briefs and creative asset management
- Develop annual plans, and quarterly priorities to improve CRM & Loyalty impact and deliver to marketing/brand team KPIs
- Ensure Legal Review, Approval to reduce corporate risk and any Compliance escalation is managed with urgency

**To be successful you will need to ha

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