Customer Experience Strategist
3 hours ago
Country Road Group (CRG) is embarking on a transformative journey to position itself for growth, leveraging its scale, capabilities, and culture as a House of Brands. The company is investing in new and existing capabilities and has multiple exciting opportunities available.
The Customer Experience Strategist – Customer plays a critical role in supporting Country Road Group's customer-focused initiatives by leading the experimentation stream for the loyalty program, managing platform integrations, and optimising customer journeys within the loyalty ecosystem. Reporting to the Product Owner – Customer, this role works closely with cross-functional teams, including IT, to ensure seamless integration between systems like Antavo, Braze, and the Customer Data Platform (CDP). This ensures the delivery of personalised and engaging customer experiences.
The Customer Experience Strategist focuses on leveraging data to inform decision-making, running A/B tests and experiments to improve customer engagement and loyalty outcomes, and ensuring seamless integration between systems like Antavo, Braze, and the CDP. This role is pivotal in ensuring that customer journeys are both data-driven and optimised for business growth.
About the Role- Lead the experimentation stream for the Antavo loyalty platform, including A/B testing and multivariate testing to optimise customer engagement and loyalty program performance.
- Work closely with the Product Owner – Customer to design, implement, and measure loyalty program experiments, ensuring that all initiatives are data-driven and aimed at improving customer retention and engagement.
- Analyse the results of loyalty experiments, providing insights and recommendations to refine program features and campaigns.
- Use data analytics to understand customer behaviour and test hypotheses that drive improvements in loyalty program features and performance.
- Manage platform integrations between Antavo, Braze, the Customer Data Platform (CDP), and other related systems, ensuring seamless data flow and accurate data capture.
- Optimise customer journeys within the loyalty program by identifying gaps and opportunities for improvement, ensuring that each touchpoint is personalised and engaging.
- Leverage customer data from Antavo, Braze, and the CDP to create end-to-end customer journey maps that enhance loyalty and customer lifetime value.
- Bachelor's degree in Marketing, Business, Information Technology, Data Science, or a related field.
- Experience in a business analyst, data analyst, or product analyst role, ideally within loyalty programs, marketing automation, or customer data environments.
- Proven experience in running A/B testing and experimentation within loyalty programs or marketing campaigns, with a strong understanding of testing methodologies and data interpretation.
- Experience in managing platform integrations, including CDP, marketing automation tools, and loyalty platforms (e.g., Braze, Antavo, CDP).
- Experience working closely with data science and IT teams to support integration projects and ensure data accuracy.
- Strong proficiency in data analytics tools (e.g., Excel, SQL, Google Analytics, Tableau) to analyse and report on customer behaviour and experiment outcomes.
- Familiarity with marketing automation platforms (e.g., Braze) and loyalty management platforms (e.g., Antavo).
- Experience managing and troubleshooting platform integrations, particularly with CDP, and the ability to coordinate between technical teams and vendors.
- Understanding of data privacy regulations (e.g., GDPR, CCPA) and the ability to ensure compliance in all data handling activities.
The estimated salary for this position is AU$80,000 - AU$120,000 per annum, depending on experience.
Country Road Group offers a range of benefits, including:
- Generous employee discounts across our House of Brands.
- Seasonal clothing allowance.
- An additional day of leave for your birthday.
- An Industry-leading Parental Leave Program.
- Flexible working arrangements to support work/life balance.
- Annual learning calendar to support the ongoing development of our team.
- Support community partnerships across our Corporate Social Responsibility Program.
- We are committed to operating ethically, sustainably, and responsibly.
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