Customer Experience Director

2 weeks ago

Sydney, New South Wales, Australia Temple & Webster Full time

Temple & Webster, Australia's leading online retailer of furniture and homewares, seeks a highly skilled CRM Manager to lead our CRM team in harnessing data and technology to deliver exceptional customer experiences.

About the Role

We are offering a competitive salary of $120,000 - $150,000 per annum, depending on experience, to drive growth and transformation in our CRM operations. As a key member of our team, you will report into the Head of CRM and MartTech, focusing on leveraging data and technology to enhance customer engagement, retention, and loyalty.

Main Responsibilities
  • Develop and implement a comprehensive CRM strategy that aligns with broader business goals and drives increased repeat purchases and overall lifetime value of customers.
  • Utilise data to create rich customer segments and deliver targeted, personalised experiences across all touchpoints.
  • Lead the design, execution, and management of multi-channel CRM campaigns to drive customer engagement and revenue growth.
  • Regularly analyse CRM performance metrics and provide actionable insights to optimise customer experiences.
  • Lead a diverse team of CRM professionals, fostering creativity, accountability, and growth.
Requirements
  • 3+ years experience working in end-to-end CRM campaign management.
  • Minimum 1 year leadership experience is highly desirable, but not a deal-breaker.
  • Proven track record in delivering highly segmented, personalised customer experiences.
  • Strong proficiency in data analysis to inform and optimise customer experiences.
  • Hands-on experience with a leading Marketing Automation solution (e.g., Emarsys, Braze, Adobe, Salesforce).
  • Knowledge of AI and Machine Learning techniques in a CRM setting.
  • Commercial acumen with an understanding of CRM channels' impact on financials.
  • Growth mindset and the ability to stay at the forefront of industry trends.
Benefits
  • Competitive salary of $120,000 - $150,000 per annum.
  • Generous employee discounts across our entire range.
  • Flexible working arrangements.
  • Paid leave on your birthday.
  • Paid parental leave.
  • Catered lunch 3 days a week.
  • Subsidised coffee with our very own in-house barista.
  • Free mindfulness practice daily.
  • Regular celebrations and team socials.
  • Opportunities to volunteer with our charity partner.

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