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Customer Experience Strategist

1 month ago

North Melbourne, Victoria, Australia Country Road Group Full time

Country Road Group, a leading Lifestyle Brand House in Australasia, is embarking on a transformative journey to drive growth and innovation. Our House of Brands comprises iconic labels such as Country Road, POLITIX, Trenery, Witchery, and MIMCO.

We are seeking an experienced Customer Experience Strategist to oversee the development and optimisation of our marketing automation, loyalty programs, and customer identity resolution strategies. This role will manage the Braze marketing automation platform, the Antavo loyalty platform, and lead future identity resolution initiatives to enhance personalised marketing, customer loyalty, and cross-channel consistency.

As the key owner of these systems, you will ensure that our technologies work seamlessly together to deliver targeted, personalised customer experiences that drive engagement, retention, and loyalty. You will collaborate closely with marketing, data, analytics, IT, and other product teams to ensure that all customer-facing initiatives are data-driven and aligned with business objectives.

Main Responsibilities:

  • Develop and implement marketing automation strategies that leverage customer data to deliver highly targeted and personalised messaging across channels (email, mobile, push notifications, etc.).
  • Own the strategic roadmap and day-to-day management of Braze, ensuring the platform is optimised to support personalised and automated marketing campaigns.
  • Oversee the development and optimisation of the Antavo loyalty platform, ensuring it supports customer retention and drives increased engagement through targeted rewards and loyalty initiatives.
  • Collaborate with the Product Owner – Engagement to align marketing automation with broader engagement and personalisation strategies.
  • Lead the implementation of new loyalty program features and enhancements, ensuring the platform evolves with customer needs and business goals.
  • Lead the strategy and implementation of identity resolution capabilities to ensure a unified, 360-degree view of the customer across all channels and touchpoints.

Key Requirements:

  • Bachelor's degree in Marketing, Business, Information Technology, Data Science, or a related field.
  • Certification in Product Management, Agile, or relevant project management methodologies is advantageous.
  • Professional membership in recognised industry bodies.
  • Experience in a product owner or product management role, ideally within marketing automation, loyalty platforms, or customer data environments.
  • Proven experience managing marketing automation platforms like Braze, with a strong focus on building and optimising automated customer journeys.
  • Experience working with loyalty platforms (e.g., Antavo) to develop and optimise loyalty programs that drive customer retention and engagement.
  • Expertise in marketing automation platforms (e.g., Braze), with experience in building automated workflows and customer journeys.
  • Proficiency in loyalty platforms (e.g., Antavo), with knowledge of loyalty program design, management, and optimisation.
  • Strong understanding of identity resolution techniques and platforms, with experience in managing customer identity across multiple touchpoints.

About Us:

We offer a competitive salary of $120,000 - $150,000 per annum, depending on experience, plus benefits including generous employee discounts across our House of Brands, seasonal clothing allowance, additional day of leave for your birthday, and Industry leading Parental Leave Program.

We are committed to operating ethically, sustainably, and responsibly. Our flexible working arrangements support work/life balance, and we provide an annual learning calendar to aid the ongoing development of our team members. We also engage in community partnerships through our Corporate Social Responsibility Program.