Loyalty & CRM Planner

The role

Support and contribute to the creation, prioritisation and delivery of CRM strategies and end-to-end plans. You will be accountable for having a direct and measurable impact to member acquisition and reactivation of lapsed/churned customers and the subsequent impact of these metrics on revenue, contributing to the budgets of each brand.

Key responsibilities
- Support and contribute to the creation of CRM strategies and end-to-end plans that drive direct and measurable impact to member acquisition and reactivation of lapsed/churned customers using CRM and Loyalty tactics, in-line with the customer, CRG and brand strategies
- Input to the effective prioritisation of initiatives that form the strategies and end-to-end plans
- Support in the creation, management reporting, and experimentation of customer journeys to drive key metrics as a key lever in the strategies/plans
- Support on the creation and delivery of the strategies/plans and their (positive) impact on key metrics, which includes clearly measuring the impact that the strategies/plans directly had on the key metrics and revenue. The impact on the key metrics will contribute to Country Road Group achieving their revenue and growth targets
- Analyse customer data and use experimentation to support the development of the strategies/plans and to continuously iterate the plans to impact the key metrics
- Review performance of experiments, journeys and initiatives by analysing our customer data, reviewing reports, partnering with the Insights team and using an experimentation-led approach. Develop relevant and actionable insights
- Input to and collaborate with the Innovation & Projects Manager to report on overall Loyalty Program performance (e.g. tier movement, tier ROI, benefit performance) and to develop/implement new initiatives to drive loyalty
- Report back to and collaborate with brands on progress and reporting of experiments and initiatives. Gather feedback and incorporate into plans.
- Experience in CRM and loyalty management within a large customer-centric business, preferably retail
- Experience in the technical capability of and managing campaigns through Salesforce CRM and Marketing Cloud
- Experience in contributing to CRM and loyalty strategy
- Ability to interpret and analyse large, complex data to identify trends and drivers of customer behaviour
- Up-to-date knowledge of local and international CRM and loyalty program trends
- Confidence and experience in presenting at C-level forums with complex information, and gaining approvals is preferable
- Proven experience working with external agencies and third parties
- A deep understanding of, and experience in, database and event or trigger-based marketing is preferable.

Why work for us?
- A competitive remuneration package, including annual performance incentives
- Generous employee discounts across Country Road Group brands
- An additional day of leave for your birthday
- Hybrid working arrangements in office and from home that provide appropriate work/life balance
- Seasonal clothing allowance across the Country Road Group portfolio of brands
- Opportunities to support community partnerships across our Corporate Social Responsibility program
- Be a member of a company committed to sustainable practices
- Ongoing training and development to pursue individual ambitions.

About Us

The Country Road Group is one of Australasia’s largest Lifestyle Brand Houses such as Country Road, POLITIX, Trenery, Witchery and MIMCO. Our Values include being Customer Obsessed, Collaborative, Inspirational, Responsible and Dedicated to Quality. We are looking for highly motivated and passionate individuals to be part of the Group’s evolution and support each brand to realise their full potential.