CRM & Loyalty Manager

Boody is looking for a new CRM & Loyalty Manager to join our Digital team

We view CRM as a means to foster meaningful customer connections, identifying the motivations, triggers and milestones unique to our community and their purchasing needs and habits. This is not about sending generic campaigns, your role will be integral to building a truly customer centric lifecycle strategy. In this role, you will be obsessed with the “Art” and the “Science” of consumer purchasing behaviour, owning a variety of data-driven initiatives that seek to combine purchase motivations with clear and powerful messaging with an “Awareness Stage” mindset. You will ensure all CRM messaging is sharp, on-brand and inspired by performance channel learnings, demanding a creative and strategic mindset, with the ability to work cross-functionally towards the goal of maximising Frequency and LTV.

**_What is this role all about?_**

- Plan, schedule, QA, and deploy all CRM campaigns, ensuring alignment with product launches, promotions, and seasonal campaigns.
- Manage and optimise automated customer journeys (e.g. welcome, post-purchase, cart abandonment) which will include driving ideation of exciting “Value Add” promotions to increase CRM contributed revenue and channel engagement.
- Work collaboratively with Brand on initiatives to drive Loyalty program signup and performance, including working B2B partnerships into the Trade plan to maximise high volume, low cost acquisition opportunities,
- Develop and implement a world class preference centre strategy to enrich customer data and hence improve segmentation and personalisation capabilities to ensure targeted and relevant communications.
- Develop a customer survey strategy to ensure Boody is constantly seeking customer feedback to better understand its community and why people are and are not purchasing, collaborating with Brand, Marketing and Product to constantly challenge and affirm our personas remain accurate and value add for our acquisition and retention strategies.
- Partner with external agencies annually for third party health checks/audits to ensure we remain agile and up to date with industry best practice.
- Work collaboratively with Product and Digital to ensure our Search and Merch platform data is driving product affinity initiatives across all winback flows.
- Think creatively to develop innovative campaigns, such as automated onboarding flows, retention touchpoints and reactivation strategies.
- Track the performance of key customer cohorts, for example promotional period acquisitions, to ensure their frequency and LTV is meeting business expectations, this will require working in with the broader Customer team to understand our CAC budgets by region and the impact this has on profitable acquisition.
- Track and report on key engagement and retention metrics to measure the impact of your work and inform future strategies.

**_ We're looking for: _**

- 3 - 5 years' experience in lifecycle marketing, CRM, ideally within a D2C retail based company.
- Bachelor's degree in marketing, business, or related field.
- Confident using technology, with proficiency in marketing automation tools and familiarity with analytics platforms
- Experience with Klaviyo, Yotpo and Shopify
- Results-driven and commercially minded.
- Strong attention to detail
- Highly analytical and data-driven with the ability to hypothesise and implement A/B tests and interpret results.
- Familiarity with loyalty program mechanics and lifecycle monetisation strategies.
- Strong local and international market knowledge of the fashion and apparel industry, including competitors, customer expectations, and eCommerce user experience.
- Excellent written and verbal communication skills.
- Highly collaborative with the ability to work cross-functionally with multiple teams.
- Thrives in a fast-paced environment, excited by creative problem-solving and innovation

**_ Why choose Boody?_**

Join the team to drive our vision of setting a new standard for how great products feel and how great brands behave. At Boody, you can expect:

- A great office location on Crown Street, Surry Hills.
- The opportunity to do meaningful, purpose-driven work for a B-Corp organisation, making waves on the global stage.
- The opportunity to grow your career with an awesome group of people.
- A generous product allowance and team discount program (never be short on undies again).
- Hybrid WFH/WFO schedule.

**Company Overview**:
Boody is Australia and New Zealand’s first B Corp-certified underwear brand, loved globally and sold in over 15 countries. Our ambition? To be the most loved sustainable underwear brand globally.