CRM Lead

2 days ago

South Melbourne, Australia Kathmandu Full time

We are BCorp certified - sustainability is at the heart of everything we do
- Great benefits including paid parental leave and clothing allowance
- Lead CRM strategy across two countries with a passionate, cross-functional team

**About Kathmandu ** Kathmandu is a leading global outdoor lifestyle brand whose journey began in Aotearoa New Zealand over thirty years ago, born out of a passion for the outdoors. We’re on a mission to improve the wellbeing of the world by getting more people outdoors, because nature has a positive transformative effect on us all. It makes us more happy, open, free and fun. And that’s why we’re all about creating the best sustainably made outdoor gear - to get people to experience nature’s benefits more often.

We’ve been out there for over 30 years living our best lives. Now you can too. Join us on our mission to improve the wellbeing of the world through the great outdoors
**A little bit about the role ** We’re looking for a **CRM Lead** to define and drive our customer lifecycle strategy across acquisition, retention, loyalty, and reactivation. Based in either our Melbourne or Christchurch office, this full-time role reports to the Head of CX & Loyalty and plays a key leadership role in shaping how we connect with our customers.

You’ll bring together data, storytelling, and technology to deliver personalised, high-impact communications that grow customer value and support our commercial goals. This is a unique opportunity to lead CRM strategy across two countries and collaborate with passionate teams across CX, Loyalty, Digital, and Martech.

**Day-to-day responsibilities include**:

- Designing and executing CRM strategies that align with customer needs and business objectives
- Leading lifecycle marketing programs across acquisition, onboarding, engagement, and reactivation
- Building dynamic segmentation models and leveraging first-party data for personalisation
- Defining KPIs, analysing performance, and optimising campaigns using behavioural insights
- Collaborating with cross-functional teams to deliver seamless, customer-centric journeys
- Overseeing campaign execution and ensuring alignment with brand and commercial priorities
- Partnering with Martech and IT teams to enhance automation and platform capabilities
- Championing innovation, test-and-learn culture, and ethical data practices

**What we are looking for ** We’re after someone who is strategic, analytical, and customer obsessed. You’ll thrive in a fast-paced, collaborative environment and bring a strong commercial mindset to everything you do. To succeed in this role, you’ll bring:

- Demonstrated leadership experience in CRM, Lifecycle Marketing, or Loyalty roles
- Proven experience building CRM programs in retail or digital environments
- Strong knowledge of CRM/CDP platforms (e.g. Klaviyo, Salesforce, Lexer)
- Experience with e-commerce platforms like Shopify
- Skilled in segmentation, targeting, and campaign performance analysis
- Excellent communication and stakeholder engagement skills
- A growth mindset and passion for innovation in customer experience

**Submit your CV here and join us.

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