Head of Customer Engagement
1 month ago
We are a leading Australian-owned and ASX-listed home furnishings retailer, with over 170 stores across Australia and New Zealand, and a strong online presence. Our mission is to create WOW experiences for our customers, and we're committed to delivering outstanding results through our people, product, and loyal customers.
The OpportunityWe're seeking a highly experienced and strategic leader to join our team as Head of Loyalty and CRM. This is a high-profile role that will drive the development and execution of our loyalty program, personalization strategies, and customer experience initiatives. You will lead a passionate team of 5 and be responsible for delivering significant value through:
- Developing and executing a best-in-class loyalty program that drives membership growth, increased engagement, retention, and profitability.
- Designing and implementing CRM strategies to segment customers, personalize communications, and optimize customer experience across all interactions and touchpoints.
- Overseeing the operations of our CRM program and activations implementation.
- Supporting lifecycle marketing strategies that identify valuable consumers and opportunities that drive increased engagement and revenue.
- Providing end-to-end leadership of program initiatives from requirements definition to deployment and performance analysis.
We're committed to creating a fun and energizing work environment that supports our people's growth and well-being. As a member of our Support Office team, you'll enjoy:
- Flexible working arrangements, including the option to work from home.
- Team member discounts on full-price styles, sale styles, and free shipping.
- Access to tailored learning and development programs through our Adairs Academy or Melbourne Business School.
- Invitations to our sample sales.
- Discounted health insurance and pet insurance through our partnerships with Medibank and other providers.
- Confidential and free access to our Employee Assistance Program for team members and their family.
We're seeking a highly experienced and strategic leader with a deep understanding of the loyalty market and all the levers of loyalty. You'll have a proven track record of developing and leading loyalty and CRM strategies, with experience in designing go-to-market plans and launching successful programs. You'll be confident in presenting complex information at Executive level forums and have a strong ability to drive innovation and growth.
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