Head of CRM

1 week ago

Melbourne, Australia Impressive Full time

Want to join a team that’ll have you feeling at home right away?

We’re looking for a smart, confident CRM and Loyalty Lead with communication and organisational expertise to lead a team of exceptional marketing automation professionals.

At Impressive we're a talented team of award-winning digital marketers. We're a dynamic, high performance, fast-growing agency; in fact, we’re the 25th fastest growing tech company in Australia, as recognised by Deloitte Now that's Impressive

About the Role

Reporting into the Head of Performance, the CRM and Loyalty Lead will own the CRM and Loyalty service offering, and continue to develop its team and services for the benefit of the client. Leading by example, you will have hands-on experience that enables you to create out-of-the-box solutions for a range of clients and industries.

Do you tick these boxes?
- 2+ years experience managing people
- On the tools experience with automation platforms such as Klaviyo, Hubspot, Salesforce, Marketo, Emarsys or similar
- In-depth understanding of customer journeys, marketing funnels and customer lifecycles
- Familiar with CMS including Wordpress, Shopify, BigCommerce, Hubspot or similar
- Some experience or knowledge of third-party and API integrations
- Organised and able to meet multiple competing deadlines
- A genuine team player
- Agency experience preferred but not required

**Responsibilities and duties**:

- Leading a team of 5 direct reports
- Managing the CRM and Loyalty team’s portfolio of clients
- Team operations including capacity planning, project management, and KPI tracking
- Training, developing and leading your team
- Product planning and developing the CRM and Loyalty service offering
- Managing Partner relationships and programs
- Conducting client CRM and automation audits
- Creating scopes and strategies for potential and existing clients
- Ensuring client accounts meet minimum KPIs and are continuously growing
- Hands on implementation or troubleshooting of complex client accounts
- Manage internal and external stakeholders
- Client consulting, workshops and training
- Manage client or team escalations
- Manage and maintain internal systems and tools

**What's in it for you?**
- The opportunity to learn and grow your career in an award-winning agency
- Receive on-the-job training and support through our Impressive Training Academy
- An energetic, dynamic, team-orientated culture with a passion for training and development
- Employee Assistance Program with free counselling services, health, and well-being discounts
- 12 “Impressive Days Off” per year (in addition to 4 weeks annual leave)
- Flexible working options
- Team lunches and social events because we love our work
- Quality coffees on-site all-day
- Volunteer leave
- Referral bonus program
- Breakfast and snacks all day
- New modern working space
- Employee discounts (including electronics, gym memberships and more)
- Dog friendly office and more

**Think you or have what it takes to be Impressive?**

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