Customer Lifecycle Lead Dan Murphy's

2 weeks ago

Darlinghurst, Australia Dan Murphy's Full time

**About Us**
Dan Murphy’s is one of Australia’s leading liquor retailers, dedicated to being the premier destination for drinks discovery.
An iconic brand that began in 1952 with a passion for helping people discover something new. Our entrepreneurial spirit has seen the business grow with today more than 250 stores across the country.

**About the role**
This is a 12 Month Fixed Term opportunity to join our Dan Murphy’s team as a Customer Lifecycle Lead.
You will manage and create amazing and effective customer journeys to optimise retention, lifetime value, and customer satisfaction across the Subscription proposition; whilst also leading and developing a Customer Lifecycle Coordinator.

You will:

- Develop, refine and drive the roadmap, strategy and guide delivery of a customer lifecycle program aligned to business goals through customer insight, segmentation, analytics and purchase behaviour.
- Build loyalty and retention by optimising customer experiences, through product offering, engaging content & using customer feedback to improve the subscription service.
- Be the owner of customer metrics, continuously reviewing and analysing to share with the business and drive KPIs - retention and churn metrics, lifetime spend, purchase frequency, transaction value, first/second/multiple purchase behaviour, product purchase (pre and post) insight.
- Seek ways to improve the customer journey and lead enhancement projects where necessary, with increasing emphasis on digital experience.
- Work collaboratively with both internal and external stakeholders to understand the end-to-end customer journey and make recommendations regarding design and user experience.
- Drive a test-and-learn approach to continually improve subscription channels.
- Create reports and share results and insights to the business to inform business decisions and the roadmap.
- Optimise conversions using current data, test learnings and best practices to steer campaign plans, creative briefing and user experience.
- Liaise with the Buying & Product team, creative teams and other Marketing channels for the strongest lineup of product, offers and creative.
- This role works closely with our customer-facing channels to enhance customer experience and develop subscription campaigning, implementation and feedback.

**About You**

You’ll also have:

- Extensive experience in a marketing role ideally in the CRM space for a subscription or loyalty based business.
- Experience in Food or Beverage Marketing ideals.
- A deep understanding of what drives customer retention and engagement.
- A proven collaborator, with the ability to influence and navigate both internal and external stakeholders.
- An understanding of recurring revenue streams.
- Current working knowledge of new product go-to-market strategies.
- A deep understanding of Digital Marketing tools.
- Experience working with external suppliers and agencies.
- Experience working with Responsys or other CRM platforms.
- Tertiary Qualifications within Marketing is preferred.

**The Perks**
- Excellent remuneration package and flexible working in every sense.
- Everyday Rewards plus card - access exclusive employee discounts across Woolworths, BIG W and Endeavour Group brands (BWS, Dan Murphy’s etc) and discounts at ALH venues.
- Career progression to help you realise your potential. As our business grows so do the opportunities for our people.
- Work with an industry-leading team and be a part of one of the most exciting Retail transformations in Australia.

**Grow with Endeavour Group**

Endeavour Group comprises a diverse range of drinks and hospitality businesses including BWS, Dan Murphy’s, ALH Hotels and Pinnacle Drinks. We are focused on growing and transforming our businesses to meet the changing needs of customers and we’re driven by a culture that puts our customers and team first.

As an inclusive, team-first company, our people are at the core of everything we do. We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability or sexual orientation. At Endeavour Group we value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating a more sociable future - for our customers and for each other.

**We’d love to hear from You**

LI #work180

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

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