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Strategic Customer Experience Lead

3 weeks ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $100,000 - $120,000
Customer Experience Manager

We are seeking a strategically minded and creatively driven Customer Experience Manager to take the lead on customer database strategy, loyalty programs, and communications.

This role combines strategic oversight with day-to-day execution. You'll be responsible for shaping customer lifecycle strategy, leading segmentation initiatives, and ensuring our communications are personalised and effective.

Key Responsibilities:
  • Own and execute customer lifecycle strategy, focusing on acquisition, retention, and lifetime value across email, SMS, and other channels.
  • Lead data hygiene initiatives to ensure customer insights are actionable and optimised for performance.
  • Drive development and implementation of loyalty and rewards programs to enhance customer engagement and brand loyalty.
  • Create targeted CRM campaigns using Klaviyo, including automated flows, promotions, and brand-led content.
  • Analyse CRM metrics and KPIs to refine and improve campaign effectiveness.
  • Partner with teams to ensure cohesive CRM initiatives.

Required Skills and Qualifications:

  • Proven experience managing CRM, loyalty, or customer lifecycle programs in retail, e-commerce, or lifestyle brands.
  • Hands-on experience with CRM platforms (Klaviyo) and database segmentation.
  • Strong analytical mindset with ability to turn data into clear insights.
  • Creative flair combined with strategic thinking.
  • Excellent communication skills and cross-functional collaboration.

Why Join Our Team:

  • Competitive remuneration + performance incentives.
  • Ongoing learning and career development opportunities.
  • Generous product discounts.
  • A warm, collaborative team culture.
  • Access to Employee Assistance Program.
  • Paid parental leave and work-life balance.