CRM Manager

Iconic Lifestyle Fashion Retailer | Flexible and Hybrid Working Model
- Provide a customer centric and data informed perspective | Leading Retailer
- $110-120k base + super | Significant Growth and Autonomy | Alexandria Location

**About the Role**

The CRM & Insights Manager will be responsible for driving the optimal utilisation of their Salesforce CRM platform, to deliver brand and business KPI’s, maximise customer engagement through progressively more timely, relevant and personalised communications across all digital and social channels, and proactively liaising with peers across the business to ensure CRM based insights are leveraged into brand, marketing and product planning.

By building and developing customer segments, based on behavioural based insights and leveraging Salesforce AI tools, the CRM & Insights Manager will inform, develop and continuously iterate the CRM strategy, to deliver mission critical KPI’s.

The role will oversee the day-to-day management of third-party platforms, primarily Salesforce Marketing Cloud, but interacting with CDP and Loyalty platforms for a holistic view of the customer relationship.

The CRM and Insights Manager will provide a customer centric and data informed perspective of our customer, providing insights critical to improving the effectiveness and efficiency of brand, marketing and product decision making.

**Duties**
- Use customer insights and behavioural data to manage and deliver an ongoing program of customer engagement that optimises commercial outcomes
- An in-depth understanding of the customer through a lifecycle and behavioural lens building customer profiles that inform other marketing activities whilst simultaneously identifying and executing opportunities within the customer lifecycle
- Plan and build triggered sends, journeys, and automations
- Design and create automations
- Continuously and proactively leverage Marketing Cloud web service to transfer data into journeys and data extension
- Strong ability to analysis insights and develop into actionable activities and solutions, that are aligned and support the overall business objectives and brand strategy
- Develop, implement, and optimise automated flows to support customer conversion, retention, referral, cross-selling and reactivation
- Partner with the Marketing team to understand key messages (brand and product marketing) and timings around BAU/Brand communication implementing processes to build and understand segmentation strategy resulting in the delivery of the right message to the right person at the right time
- Continuously gather quantitative insights to provide feedback and recommendations to the marketing & creative team
- Proactively monitor and report on progress and performance against agreed deliverables to ensure quality of outcomes
- Consistently analyse campaign’s performance to find new solutions and ways to always deliver better outcomes for the customer

**Skills and Experience**
- Relevant tertiary qualification
- 4+ years of proven experience delivering CRM campaigns that drive tangible commercial outcomes, ideally but not necessarily with technical proficiency and development/engineering experience within the Salesforce eco-system.
- Existing expertise to confidently be able to onboard and work with CRM systems, tools and vendors ensuring flawless delivery across all channels and customer segments
- Strong analytical, organisational and product management skills - Successful experience using CRM tools, analytical platforms and database tools that has translated to success in business growth through clear understanding of customer behaviours with the ability to implement trigger-based relationship/lifecycle programs
- Experience in AMPscript, Javascript, React, HTML, and CSS
- A passion for creating the best customer journey based on insights and working with the larger marketing and inter-departmental teams
- Someone who can quickly adapt and thrive in an always evolving, fast paced environment
- Ability to collaborate and influence people across the business
- Strong attention to detail, with excellent organisation skills to manage a high workflow demand and prioritise according to deadline.

**Benefits**
- Attractive salary package | $120,000 base + super + benefits
- Brilliant working environment within a hugely successful business
- Autonomous working style without micromanagement | Nurture and develop the team around you
- Work/life balance & flexibility
- Onsite parking in Alexandria

**About the Company**

Our client has an excellent name in the fashion lifestyle retail space who are always on trend, with a strong presence both in-store and online. The business has built a strong reputation for quality garments, as well as great customer service. They are growing online, instore and also with concessions too.

**How to Apply