Loyalty Experience Manager

The Role

CRG encompasses 5 iconic Australian lifestyle apparel brands - Country Road, Witchery, Mimco, Trenery and Politix. Each has its own unique identity, strategy and customer. This role sits in the Group Loyalty Team, which supports the loyalty programs of each of CRG’s 5 brands. You will focus on Acquisition & Reactivation - an exciting role given CRG’s ambition to grow and acquire new customers in all our markets. Reporting to the Head of Customer Strategy, you will be a thought leader to create, deliver and be accountable for Loyalty strategies and end-to-end plans. You will use loyalty levers to acquire new loyalty members, reactivate lapsed/churned members and make them sticky.

Key Responsibilities
- Create and lead Loyalty and CRM strategies and end-to-end plans that drive direct and measurable impact to member acquisition and reactivation.
- Lead the delivery of the strategies/plans and their impact on key metrics, which includes clearly measuring the direct impact.
- Lead an experimentation program on customer journeys, sourcing new ideas, prioritising and implementing them and reporting on the results.
- Analyse customer data and use experimentation to support the development of the strategies/plans and to continuously iterate the plans.
- Collaborate with all CRG brands and other stakeholders to brainstorm ideas, collect feedback, create solutions and report back to them with results.
- Contribute to preparation of presentations for key forums, including brand strategy presentations, retrospectives and other senior forums.
- Form a deep understanding of brands so that all recommendations and strategies are relevant to each brand.
- Manage and coach direct reports.
- Be a champion for our ways of working principles, helping to embed change throughout the organisation.
- 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 Executive level forums with complex information, and gaining approvals.
- Proven experience working with external agencies and third parties.
- Significant (preferably >5 years) experience in CRM and loyalty management within any customer-centric business, whether a large corporate or a startup.
- Significant experience in the technical capability of and managing campaigns through Salesforce CRM and Marketing Cloud.
- Experience in developing and leading CRM and loyalty strategy, preferably (but not essential) in the acquisition phase of loyalty programs, driving signups and driving new customer stickiness.

Why work for us?
- A competitive remuneration package, including annual performance incentives
- Generous employee discounts across David Jones and 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 fashion retail groups comprising of iconic brands 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.