CRM & Loyalty Specialist

2 days ago

Moorabbin Airport, Australia BRAND DIRECT MARKETING Full time
About Arc'teryx

Arc'teryx is a leading outdoor apparel brand that values precision, quality, and innovation. Our in-house manufacturing and design centers enable us to create timeless products that deliver exceptional performance in extreme conditions.

We're expanding our presence in Australia and New Zealand, and we're seeking a CRM and Loyalty Manager to develop a loyalty strategy that fosters customer lifetime value and drives retention. As a key member of our Digital team, you'll work closely with our operations, eCommerce, and marketing teams to deliver an exceptional post-purchase experience.

About the Opportunity
    • You'll be responsible for building a loyalty program that drives customer engagement and retention, while also executing our direct marketing strategy to drive revenue and enhance the customer experience.
    • Develop a full-year calendar for our loyalty programs and work with our operations team to deliver an exceptional post-purchase experience.
    • Support the execution of our email marketing channel to drive growth and success in driving revenue and enhancing the customer experience.
    • Work with our eCommerce team to deliver a seamless shopping experience and build actionable consumer segments based on behaviors, interests, and CLV.
    • You'll find innovative ways to bring joy and value to our customers, working closely with our operations, marketing, and CX teams.
    • You'll monitor ratings and reviews and assist our Customer Support team with actions based on both negative and positive reviews, with a strategy to turn detractors into influencers.
    • Connect with our retail teams weekly to understand key needs and support required, and work with our CX team to deliver concierge and VIP services.
    • Prepare weekly, monthly, and seasonal reports to aid our brands in creating actionable insights.
About You:
    • You'll have 3+ years of experience in Retail Ecommerce, CRM/Loyalty, and management, with experience managing a direct report.
    • You'll have knowledge of e-commerce, web sales, direct marketing techniques, and order fulfillment strategies.
    • You'll have a clear understanding of how the consumer operates in an Omni-channel environment and experience building, managing, and reporting on customer lifetime value.
    • You'll be proficient in Excel and have experience working with a variety of data sources, manipulating data for templates.
    • You'll have experience working with eCommerce platforms like Shopify and Magento, with a preference for Klaviyo.
    • You'll execute lead generation campaigns to aid in database acquisition and support lead nurturing.
    • You'll understand the importance of eCommerce as a single channel and how it interacts within the wider retailing environment.
    • You'll be able to demonstrate an understanding of the Consumer, their media consumption, and shopping habits.
    • You'll combine a range of reports and information to provide insights into consumer habits.
    • You'll be an Outdoor Sports enthusiast with a passion for product and establish good relationships with internal and external partners and colleagues.
    • You'll set clearly defined objectives, plan activities and projects well in advance, and take account of possible changing circumstances.
    • You'll keep up to date with platforms, tools, and market trends, identifying business opportunities for the organisation.
Our Benefits:
    • We offer a competitive salary, bonus, and superannuation package.
    • We're a certified Great Place to Work and offer a flexible working environment, including additional school holiday flexibility and support.
    • We provide free product and generous allowances to get you kitted out for all your sporting adventures.
    • We're committed to creating a culture of inclusivity, where voices are heard, people are seen, and values are respected.
    • We believe in creating positive change in ourselves, our communities, and the world.

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