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CRM & Loyalty Manager - Customer Experience Specialist

2 months ago

City of Kingston, Australia Arc'teryx Full time
About Arc'teryx

Arc'teryx is a leading outdoor apparel and equipment company that values precision, quality, and innovation in its products and services.

As a company, we are committed to delivering exceptional consumer experiences and building strong relationships with our customers.

We are seeking a highly skilled CRM and Loyalty Manager to join our team and help us achieve our goals in customer retention and loyalty.

About the Opportunity
  • Develop and implement a comprehensive loyalty strategy to increase customer lifetime value and drive revenue growth.
  • Design and execute direct marketing campaigns to engage customers and promote our products and services.
  • Collaborate with cross-functional teams, including operations, e-commerce, and marketing, to deliver a seamless post-purchase experience.
  • Analyze customer data and behavior to identify trends and opportunities for growth.
  • Develop and maintain actionable consumer segments based on behaviors, interests, and CLV.
  • Monitor ratings and reviews, and work with the Customer Support team to address customer concerns and turn detractors into influencers.
  • Provide weekly and monthly reports to inform business decisions and drive action.
About You
  • 3+ years of experience in retail e-commerce, CRM, and loyalty management.
  • Proven track record of managing direct reports and leading cross-functional teams.
  • Strong knowledge of e-commerce, web sales, direct marketing techniques, and order fulfillment strategies.
  • Clear understanding of the consumer's behavior in an omnichannel environment.
  • Experience building, managing, and reporting on customer lifetime value.
  • Intermediate Excel skills and ability to manipulate data sets.
  • Experience working with various data sources and manipulating data for templates.
  • Experience working with e-commerce platforms like Shopify and Magento, with a preference for Klaviyo.
  • Ability to execute lead generation campaigns and support lead nurturing.
  • Understanding of the importance of e-commerce as a single channel and its interaction with the wider retailing environment.
  • Ability to demonstrate an understanding of the consumer's media consumption and shopping habits.
  • Ability to combine multiple reports and information to provide insights into consumer behavior.
  • Passion for outdoor sports and a desire to work with a brand that values quality and innovation.
  • Excellent communication and relationship-building skills.
  • Ability to set clear objectives, plan activities, and adapt to changing circumstances.
  • Stay up-to-date with industry trends and identify business opportunities for the organization.
Our Benefits
  • Competitive salary, bonus, and superannuation.
  • Amer Sports ANZ is a certified Great Place to Work.
  • Free product and generous allowances to support your outdoor adventures.
  • Flexible working environment, including additional school holiday flexibility and support.
  • State-of-the-art 6-star energy-efficient facility with a focus on environmental and social strategies.
  • Support for career development, wellbeing, and personal growth.
  • Regular staff activity days, including camping, snow trips, and fun runs.
  • Company-supported volunteering program.