Customer Engagement Director

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerRelationship Full time $95,000 - $105,000
About the Role

We are seeking a seasoned Customer Relationship Manager to lead our customer relationship strategy across multiple B2B and B2C brands.

This is a senior role for an experienced professional with deep expertise in marketing automation, data architecture, and omnichannel customer engagement.

The successful candidate will be responsible for designing, executing, and optimizing CRM initiatives that drive acquisition, retention, and incremental sales across all channels.

Key Responsibilities:
  • Lead the development and delivery of CRM strategies that drive business growth and customer loyalty.
  • Design personalized customer journeys and sophisticated lifecycle campaigns.
  • Grow customer database quality and depth, enabling advanced segmentation and supplier retail media opportunities.
  • Oversee creative briefs and execution, ensuring accuracy, consistency, and brand alignment.
Loyalty & Customer Lifecycle:
  • Lead the integration of CRM with loyalty programs, owning the design and delivery of engagement and retention initiatives.
  • Partner with internal teams to build segmented reward journeys tailored to customer value and lifecycle stage.
  • Drive measurable ROI from loyalty participation through ongoing optimization.
Platform Ownership & Technical Leadership:
  • Act as the business owner for Salesforce Marketing Cloud and Data Cloud, ensuring optimal configuration, governance, and performance.
  • Collaborate with internal tech/data teams and external partners to maintain platform excellence.
  • Champion compliance, best practices, and continuous improvement in marketing automation.
Reporting & Insights:
  • Define and track CRM performance metrics (engagement, conversion, retention, revenue contribution).
  • Provide actionable insights and strategic recommendations to senior leadership.
  • Support supplier reporting requirements with robust data outputs and performance analysis.
About You:
  • 5+ years' experience in CRM management, with proven success in delivering commercial outcomes through data-driven marketing.
  • Deep expertise in Salesforce Marketing Cloud and strong technical acumen.
  • Exceptional communication and stakeholder management skills, with the ability to influence at senior levels.
  • Strong analytical skills, with a track record of turning insights into strategy and execution.
Why Join Us?

Join a dynamic, high-growth business with a national footprint and work with a leadership team that values innovation, accountability, and commercial results.

Enjoy access to advanced tools, data resources, and ongoing professional development.

Work in a flexible working environment and collaborative, performance-driven culture.

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