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CRM Specialist

2 weeks ago

Surry Hills, Australia Guzman y Gomez Full time

**Company Description**
At Guzman y Gomez Mexican Kitchen, our mission has always been to reinvent fast-food. We’re Australia’s only fast-food restaurant to be 100% clean, meaning there are no added preservatives, artificial flavours, added colours or unacceptable additives in our food. We’re incredibly proud of our amazing people, and the unique way we celebrate Mexican culture in everything we do.

At GYG we’re on a mission to reinvent fast food, and that means rewriting the rules on how we engage with our guests. We’re determined to turn every touchpoint and piece of customer communication into an opportunity to blow minds and build brand love

The CRM Specialist has the power to reach millions of GYG’s loyal fans with creatively engaging content - from the first-time guest to our most loyal burrito lover, from our app addicts to our drive thru die-hards - there's no shortage of relationship gold to mine. We need someone who can understand these relationships, craft experiences that resonate, and deliver them in ways that drive results for the business.

This is your chance to be the key communicator and relationship guru for one of Australia's loudest, proudest, and most obsessed-with-doing-things-differently brands. You'll collaborate closely with our gun in-house Digital Marketing, Creative, and Technology teams to create customer experiences that make people fall even more in love with GYG (if that’s possible).

**What You'll Be Doing**

**Data detective and relationship builder**: Dive deep into customer behaviour, segment like a surgeon, and uncover insights that turn transactions into relationships - this means being inquisitive about every click, purchase, and burrito preference

**Be our personalisation wizard**: Turning GYG's bold personality into hyper-relevant messages that feel like they were written just for each customer - complete with the perfect timing and irresistible hooks that drive action.

**Testing obsessive**: Test everything from send times to emoji usage, constantly optimising to improve open rates, click rates, conversion rates, and most importantly sales.

**Loyalty program and database guru**: Evolve and enhance our rewards program to keep customers coming back for more, turning occasional visitors into GYG loyalists and growing our database.

**Performance analyst**: Track what's working, what's not, and ultimately - what drives lifetime value and revenue growth.

**Who You Are**

**A relationship obsessive**: You see customer journeys everywhere - in data patterns, purchase behaviours, engagement metrics - and know how to nurture them into long-term love affairs.

**The automation and AI evangelist**: Be across the latest technology and how GYG can use it to drive high performance and create efficiencies as the brand scales fast.

**Commercially-driven**: Every campaign, every test, every optimisation is driven by one question: "Will this drive results?" You live and breathe ROI, conversion rates, and revenue impact.

**Data storyteller**: Comfortable diving into analytics platforms spreadsheets and databases, to find that killer insight, and then able to communicate this to the wider business.

**Brand obsessed**: You get what makes GYG special and can translate that into personalised customer experiences that feel authentically GYG.

**Keen collaborator**: A team player who is ready to jump in no matter what the task (whether it’s sending a last-minute push notification or helping out at an event). You’ll love working with others to both source insights from across the business and share your knowledge.

**Skills and Experience**
- Managed CRM campaigns professionally for 2+ years, preferably in an in-house role.
- A knowledge of multiple martech platforms - with an advanced skillset when it comes to CRM systems.
- Have built highly engaging customer journeys that have driven revenue.
- Analysed campaign performance and shown how you've improved key metrics like open rates, CTR, and customer lifetime value.
- Worked with loyalty programs or customer retention strategies
- Possess some design skills - Canva (or similar) as a minimum, bonus points for the Adobe Suite
- Used analytics tools to segment audiences and personalise experiences
- Data analysis and segmentation - have turned customer data into actionable insights and targeted campaigns

**The Benefits of Working for GYG**

Love Ya Leave (5 weeks annual leave)
Short Term Bonus Incentive Program (Annual)
Long Term Incentive Program
Annual GYG Gift Card
Flexible Work from Home (1 day per week)
Lots of exclusive GYG merch + uniform
Mobile phone allowance
Annual Summits and Events
Employee Referral Program
Frequent Travel
100% in house marketing team allowing for insane creativity (creative, design, video, photography, PR, content, digital, events, sponsorship, customer service)
Great learning and development opportunities
Professional Career development
Training and use of state of the art Mar/tech platforms
GYG Pho