CRM Manager

2 days ago

Hawthorn East, Australia Viktoria & Woods Full time

**Introduction**:
ABOUT US
Viktoria & Woods is an Australian brand known for creating modern, timeless and effortless designs that transcend seasons and generations.
Established in 2004, we are committed to responsible sourcing, and using high quality fabrics and workmanship across every design.
**Description**:
ABOUT THE ROLE
We are looking for a results-driven CRM Manager to join our dynamic, fun and supportive Digital Marketing team. As our brand continues to expand in Australia & internationally, this is an exciting opportunity to shape our customer engagement and retention strategies, drive growth and increase our customer lifetime value.
Develop and execute strategies to increase customer acquisition, retention, LTV and direct sales across Australia and internationally.
Develop data-led CRM lifecycle automation flows to engage and retain customers, driving conversion, win back and LTV.
Design, develop and deploy A/B testing and experiments to increase engagement and conversion metrics.
Work collaboratively with our broader Marketing, Retail and Design teams, agencies and technology partners.
**Systems**:
Control of the cost-effective usage of the CRM platform (Emarsys).
Map out customer journey touch points and automation flows from Wishlist clienteling system to ensure feeding Emarsys with the correct data.
Maintain customer segmentation using AI platforms.
Monitor contact strategy and audience selection strategies to increase engagement and conversion
Develop and deploy an automated list cleaning process to reduce platform cost and cross channel deliverability.
Keep up to date with platforms, tools, loyalty marketing trends locally and internationally.
Ensure CRM complies with all appropriate legislation and community expectations pertaining to privacy and data handling.
**Skills and Experiences**:
**. You will bring**:
Experience with CRM platforms (Emarsys or Klaviyo desirable)
Build and optimize automations for welcome series, cart abandonment, winback, product recommenders, and omni customers.
Manage reporting dashboard and creating reports for trade and post campaign reports.
An ability to interpret data, and design journeys based on these insights.
Excellent content creation & copywriting skills
Mentor a junior team in customer engagement and customer care.
Experience with Privacy and Cookie policies and how they relate to CRM.
**We will offer you**:
A competitive salary.
Generous benefits including an annual clothing allowance, significant discounts on Viktoria & Woods products, WFH on Friday and birthday leave.
Support from a collaborative and growing team.
If you love connecting and engaging with customers, thrive in a fast-paced environment and are truly passionate about joining a modern Australian fashion brand, this is the role for you. Don't miss out on this opportunity to join our authentic and inspired Viktoria & Woods team.

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