Strategic Customer Relationship Manager

2 days ago

Melbourne, Victoria, Australia beBeeCustomerExperience Full time $95,000 - $105,000
Customer Experience Strategist

We are seeking an exceptional Customer Experience Strategist to join our team. As a key member of our organization, you will be responsible for developing and executing customer relationship strategies that drive acquisition, retention, and incremental sales across all channels.

The ideal candidate will have deep expertise in Salesforce Marketing Cloud and strong technical acumen. They will also have experience leading CRM initiatives within retail, FMCG, e-commerce, or liquor industries.

Main Responsibilities:

  • Developing Personalized Customer Journeys: Design sophisticated lifecycle campaigns that enhance customer engagement and loyalty.
  • Growing Customer Database Quality: Oversee the development of advanced segmentation and supplier retail media opportunities.
  • Oversight and Execution: Ensure accuracy, consistency, and brand alignment through creative briefs and execution.

Leadership and Collaboration:

  • Loyalty Program Integration: Lead the integration of CRM with loyalty programs, owning the design and delivery of engagement and retention initiatives.
  • Partnerships and Optimization: Partner with Loyalty, Marketing, and Data teams to build segmented reward journeys tailored to customer value and lifecycle stage, driving measurable ROI from loyalty participation through ongoing optimization.

Platform Ownership and Technical Leadership:

  • Configuration and Governance: Act as business owner for Salesforce Marketing Cloud and Data Cloud, ensuring optimal configuration, governance, and performance.
  • Collaboration and Excellence: Champion compliance, best practices, and continuous improvement in marketing automation, collaborating with internal tech/data teams, Salesforce support, and external partners.

Reporting and Insights:

  • CRM Performance Metrics: Define and track CRM performance metrics (engagement, conversion, retention, revenue contribution).
  • Actionable Insights: Provide actionable insights and strategic recommendations to senior leadership, supporting supplier reporting requirements with robust data outputs and performance analysis.

About You:

  • CRM Management Expertise: 5+ years' experience in CRM management, with proven success in delivering commercial outcomes through data-driven marketing.
  • Salesforce Expertise: Deep expertise in Salesforce Marketing Cloud and strong technical acumen.
  • Industry Experience: Experience leading CRM initiatives within retail, FMCG, e-commerce, or liquor industries is highly desirable.
  • Communication Skills: Exceptional communication and stakeholder management skills, with the ability to influence at senior levels.
  • Analytical Skills: Strong analytical skills, with a track record of turning insights into strategy and execution.

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