CRM & Loyalty Manager

**Title**:CRM & Loyalty Manager**:

- Location: Chadstone, Victoria, AU

**About us**:
At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With close to 10000 team members and a national footprint of more than 168 retail stores Australia wide - we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

**About the role**:
In this role, you’ll own end-to-end CRM and loyalty strategies, from concept to execution, focused on boosting customer lifetime value and deepening brand loyalty. By leveraging customer data and insights, you’ll drive smarter targeting, richer personalisation, and stronger campaign performance.

Reporting to the Head of Online & Loyalty, leading a team of 9 direct and indirect reports, you will lead the design and delivery of data-driven CRM and loyalty campaigns tailored to customer life stages and behaviours with a key priority will be increasing the number of known and marketable customers. By capturing richer data and turning it into actionable insight, you will help transform the way Officeworks’ connects with customers, delivering more meaningful, relevant experiences that build lasting relationships and drive long-term growth.

This is a fixed term contract until May 2026, offering great flexibility between working from our Chadstone office and home. If you have the experience we are looking for, we are also open to conversations for this role to be based in other states.

**As our CRM and Loyalty Manager, you will**:

- **Lead the development and execution** of a fully integrated CRM and communication strategy designed to drive revenue growth by expanding the customer base, increasing shopping frequency and spend, and boosting customer retention.
- **Build and optimise customer segmentation models** to drive smarter targeting and deliver compelling, personalised messaging that enhances the customer journey and strengthens engagement.
- **Own and lead loyalty initiatives from concept through to execution**, using customer insights to create strategies that increase lifetime value, grow brand loyalty, and maximise commercial return from customer data.
- **Drive growth in known and marketable customer profiles**, focusing on capturing richer data and increasing the percentage of known customer transactions. Use this insight to elevate personalisation, improve targeting, and deliver more meaningful and effective customer experiences.
- **Optimise our promotion channels**, with a focus on Flybuys and OnePass including analysing return on investment and profitability of loyalty channels.

**About you**:

- 10+ years of proven success in Direct and Digital Marketing, eCommerce, and Loyalty, with a deep understanding of customer behaviour and engagement.
- 4+ years of experience leading and developing high-performing teams, fostering a culture of growth, accountability, and innovation.
- Strong track record in designing and optimising customer loyalty programs, with a solid grasp of program mechanics, performance measurement, and ROI.
- Expertise in data-driven CRM strategy and execution, turning insights into impactful, personalised customer experiences.
- Significant background in managing, or working with, loyalty programs
- Extensive experience in developing and executing commercial strategies, including contract negotiation, budget management, and financial analysis.
- Hands-on experience with marketing technology platforms, including DMPs and marketing automation tools.
- In-depth knowledge of CRM go-to-market strategies, from planning through to execution and post-campaign analysis.
- Strong foundation in customer acquisition, engagement, and retention, with a clear focus on driving growth at every stage of the customer lifecycle.

**Our culture**:
It’s all in a day’s work when you’re part of the Officeworks community - where you’re not defined by who you are, but what you can do. We celebrate our teams’ uniqueness by offering the below to the Officeworks family:

- An inclusive, diverse, and supportive environment.
- Flexible working arrangements to best support your individual needs.
- A key focus on wellbeing and safety.
- Generous discounts at Officeworks, Geeks 2 U, Bunnings, Kmart and Target.
- Ongoing training and development opportunities to progress your career.
- Industry leading Growing Families policy.

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