Head of Customer Engagement

3 weeks ago

Inner West Council, Australia Trak Recruiting, Scarlett Recruitment And Trak HR Full time
The Opportunity

This exciting role sits within a dynamic and innovative company in the apparel sector, renowned for its commitment to quality and sustainability.

As a key member of the team, you will be instrumental in crafting and driving strategies that enhance the customer experience and drive loyalty.

The Role

The CRM Manager will be responsible for managing integrated loyalty programs, automated customer journeys, and daily communications to ensure effective and timely messaging.

You will work closely with a CRM Specialist and agency partners to implement strategies and execute campaigns.

Key Responsibilities
  • Lead CRM communications and loyalty programs across multiple regions.
  • Manage CRM Specialist and agency partners to implement campaign execution.
  • Segment customer database for personalised and relevant messaging.
  • Align messaging with commercial goals and regional needs.
  • Report on key performance indicators and analyse campaign performance.
  • Implement A/B testing to continuously improve communication strategies.
  • Collaborate with creative teams to ensure high-quality content.
  • Manage loyalty programs to enhance customer engagement and retention.
  • Oversee CRM and loyalty systems, ensuring best practices and technical support.
  • Monitor market trends and competitor activities to adapt strategies.
  • Build and maintain relationships with external partners and key account managers.
Requirements
  • Minimum of 5 years' experience in a CRM and loyalty management role.
  • Apparel or online retail experience highly regarded.
  • Strong analytical skills with proficiency in relevant CRM and marketing tools.
  • Proven expertise in digital and email marketing strategies, with a focus on performance and technical execution.
  • Exceptional communication and project management skills, with attention to detail.
  • Data-driven with the ability to analyse and interpret data to drive improvements.
  • Experience in Emarys and Yotpo preferred, but similar platform experience highly regarded.
  • Degree qualified in a relevant field highly regarded.
What We Offer
  • Hybrid working - two days work from home.
  • Bright, modern office space.
  • Additional well-being paid leave.
  • Attend awards and ceremonies.
  • Full in-house and agency team support.
  • Strong budget allocations.
  • Work with a driven, innovative team and compassionate leaders.
About Us

We are Trak Recruiting, Scarlett Recruitment And Trak HR, a leading recruitment agency dedicated to finding the best talent for our clients.

We pride ourselves on our commitment to quality and sustainability, and we are excited to offer this opportunity to a talented individual who shares our values.

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