CRM & Loyalty Specialist

**ABOUT GRILL’D**

**We’re in the business of good burgers that do good - for people and the planet.**

And it takes a lot of good people to make it happen. From our local suppliers to our restaurant teams, everyone plays a vital role in helping us create a better future, one delicious burger at a time.

From sustainability initiatives in our restaurants to pioneering meat-free menu options, supporting local community orgs each month and donating over 51,000 burgers to those doing it tough, we’re changing the burger game for the better.

Want to be part of a burger revolution? Join us

**ABOUT THE ROLE**

We’re just as passionate about our people as we are about our burgers - and that’s pretty darn passionate We know that the key to a fun and long-lasting career with us is a happy team member and do everything we can to keep you that way.

**THE JOB**

We have an exciting new role as a **CRM and Loyalty Specialist** available at our support office in Richmond

This role will see you supporting the Senior Loyalty & Personalisation Manager to develop and implement customer centric strategies across all areas of Loyalty & CRM Marketing to build the next generation of Grill’d fans.

A large part of the CRM & Loyalty Specialist role will be working across our leading loyalty program, Relish. Relish is a membership with heart that allows our members to donate their burgers to those doing it tough and contribute to societal change. We’re currently transforming the Relish Membership program to be best in class globally and looking for a passionate and talented loyalty analyst to elevate our offering and champion our members.

**WHAT YOU’LL BE DOING**

**CRM & MARKETING AUTOMATION**
- ** Execution**: Build, test and launch member communications from our Salesforce platform, owning the process from briefing assets to building audiences
- ** Life Cycle**: Implement new lifecycle communications while re-doing our current communications to maximise impact. Drive A/B testing and multivariate testing to make recommendations to maximise ROI and engagement
- ** Journey’s**:Expertly and strategically build omni-channel member journey’s, using AI recommendations
- ** Segmentation**: Help execute our segmentation strategy to enrich how we talk to different audiences to drive desired behaviours and channel effectiveness by executing highly targeted campaigns
- ** Messaging**:Implement a new messaging strategy across SMS, push notifications and in-app messaging to enhance our omni-channel approach and reach customers on the best channels at the best time

**ANALYSIS & INSIGHT**
- ** Data Analysis**:Work closely with the data and analytics team to analyse and report on the success of program and Digital KPIs. Monitor and update CRM performance dashboards in BI tools and Google Analytics and identify opportunities to implement new strategies and initiatives
- ** Visualisations**:Ability to package data into executive reports to tell the story and inform actionable insights
- ** Actionable Insights**: Analyse campaign results and determine actionable next steps for optimizing results and enhancing the user journey across channels
- ** ROI**:Accurately monitor and report on ROI of channels, using data and insights to provide recommendations to maximise and prove ROI
- ** Legal**: Ensure all communication complies with global legislation (GDPR, Australian Privacy Act) and work closely with our legal team to make sure we are compliant across channels

**LOYALTY OPTIMISATION**
- ** Loyalty**: Support our Relish Membership strategy, ensuring members are represented across all campaign activity, building out strategies across channels to build brand advocacy and champion our members at every opportunity

**PARTNER / STAKEHOLDER MANAGEMENT**
- ** Stakeholder Management**: Deliver key insights to the wider business around customer, ensuring that we measure the metrics that matter & create actionable insights. Work cross-functionally with teams across the business including Marketing, Design, Data, Finance and Ops
- ** Vendor Management**: Liaise and brief technology partners (internal and external) for campaign tasks and data requirements**, **establishing trusted partnerships which are effectively an extension of Grill’d team

**WHAT WE’RE LOOKING FOR**
- You will have experience within a similar CRM/Loyalty role
- You will have demonstrated experience in the creation of CRM strategies and personalised customer journey management including testing and segmentation
- Having experience working with an enterprise-grade CRM / Marketing Automation tools (e.g. Salesforce) is highly desirable but full training will be provided
- You will have the ability to implement and execute long-term strategies, but also can get your hands dirty and execute campaigns on a day-to-day basis across eDMs, push and innovative messaging channels
- You will have strong analytical skills with a high level of competency in Microsoft Excel,