Head of Customer Engagement

4 weeks ago

Inner West Council, Australia Trak Recruiting, Scarlett Recruitment And Trak HR Full time
The Opportunity

This exciting role sits within a pioneering apparel company, renowned for its commitment to quality and sustainability. As a key member of the team, you will play a pivotal role in elevating the customer experience and driving loyalty initiatives.

The Role

The CRM Manager will be responsible for crafting and executing strategies that enhance customer engagement and drive loyalty. This involves managing integrated loyalty programs, automated customer journeys, and daily communications to ensure effective and timely messaging. You will also oversee a CRM Specialist and agency partners to implement campaign execution.

Key Responsibilities:
  • Lead CRM communications and loyalty programs across multiple regions.
  • Manage CRM Specialist and agency partners to implement campaign execution.
  • Segment customer database for personalised and relevant messaging.
  • Align messaging with commercial goals and regional needs.
  • Report on key performance indicators and analyse campaign performance.
  • Implement A/B testing to continuously improve communication strategies.
  • Collaborate with creative teams to ensure high-quality content.
  • Manage loyalty programs to enhance customer engagement and retention.
  • Oversee CRM and loyalty systems, ensuring best practices and technical support.
  • Monitor market trends and competitor activities to adapt strategies.
  • Build and maintain relationships with external partners and key account managers.
Requirements

To be successful in this role, you will require:

  • Minimum of 5 years' experience in a CRM and loyalty management role.
  • Apparel or online retail experience highly regarded.
  • Strong analytical skills with proficiency in relevant CRM and marketing tools.
  • Proven expertise in digital and email marketing strategies, with a focus on performance and technical execution.
  • Exceptional communication and project management skills, with attention to detail.
  • Data-driven with the ability to analyse and interpret data to drive improvements.
  • Experience in Emarys and Yotpo preferred, but similar platform experience highly regarded.
  • Degree qualified in a relevant field highly regarded.
What We Offer

We offer a competitive salary of $150 K-$170 K base (*based on experience) + Super & bonus, as well as a range of benefits including hybrid working, a bright and modern office space, additional well-being paid leave, and opportunities to attend awards and ceremonies.

If you are a strategic and results-driven professional ready to make an impact with a leading brand in the apparel industry, we encourage you to apply for this exciting opportunity.

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