Customer Relationship Manager

About Scanlan Theodore:

Scanlan Theodore is a heritage Australian House that embodies elegance and refined sophistication. Founded in 1987 by Gary Theodore, it has maintained a delicate balance between tradition and modernity while preserving its independent spirit.

The company's success is tied to its commitment to craftsmanship, luxury fabrics, and human values. Its products are designed to be beautiful and practical companions for women, speaking for themselves through their quality and attention to detail.

About the Role:

We seek a driven and passionate CRM and Loyalty Lead to join our eCommerce Team. As an integral part of the digital team, this role will shape customer relationships and drive omni-channel initiatives across domestic & international markets.

This full-time in-person position is based at our Melbourne Head Office and involves extracting useful data to develop meaningful insights that help deliver a world-class CRM and loyalty program.

• Main Responsibilities:
• • Run the implementation and optimization of Salesforce CRM across global markets, ensuring seamless integration with existing systems and processes.
• • Support retail CRM platforms to drive insights and personalized strategies to enhance engagement and revenue.
• • Manage the company's first comprehensive loyalty program using Loyalty Cloud, tailoring it specifically to our premium customer base and brand ethos.
• • Create and execute sophisticated, personalized communication strategies including segments/journeys/triggers and automations that boost customer engagement.
• • Drive weekly strategic discussions with C-suite leadership across US and Australian markets, presenting performance metrics and strategic insights.
• • Analyze customer behavior patterns and data to inform product strategy and marketing initiatives, providing actionable insights to key stakeholders.
• • Transform our customer data strategy through Salesforce implementation, establishing best practices and procedures for data management.
• • Collaborate with retail teams to ensure seamless customer experiences across all touchpoints and markets.
• • Define and implement personalization strategies for our most valued global clients, ensuring alignment with our brand positioning.
• • Monitor and report on key performance metrics, providing regular updates to senior leadership on program effectiveness and ROI.
• • Build and maintain strong relationships with key stakeholders across all departments and markets to ensure aligned customer experience delivery.
• • Lead continuous improvement initiatives for CRM and loyalty programs based on customer feedback and performance data.

Requirements:

• • Minimum 5 years of CRM experience in luxury retail or premium fashion, with demonstrated success in developing and implementing customer engagement strategies.
• • Strong technical understanding of Salesforce and its capabilities, with proven experience in system implementation and optimization.
• • Advanced Excel capabilities
• • Proven track record in developing and managing loyalty programs for high-value customers in premium or luxury markets.
• • Experience presenting to and collaborating with C-suite executives, with excellent strategic thinking and communication abilities.
• • Deep understanding of customer behavior and expectations, with the ability to translate insights into actionable strategies.
• • Strong analytical skills with demonstrated experience in data analysis and performance metrics reporting.
• • Excellent project management skills with the ability to manage multiple priorities across international markets.
• • Superior interpersonal and stakeholder management skills, with proven ability to build strong relationships at all levels.
• • Bachelor's degree in Marketing, Business, or related field
• • Experience working across international markets, particularly in the US retail sectors.
• • Additional qualifications in Digital Marketing or Customer Experience Management.
• • Previous experience in the luxury fashion industry.