Head of Customer Growth

Position Summary

We are seeking a commercially minded and data-driven Head of Customer Growth to lead our performance marketing, CRM, and customer insights functions. This is a senior strategic role that sits at the intersection of digital marketing, lifecycle engagement, and customer analytics. This role will be instrumental in acquiring new customers at scale, optimising channel performance, and building a foundation of insight-led decision making across the customer lifecycle.  

Key Responsibilities

• Lead Customer Growth strategy and team, linking customer analytics and direct customer digital engagement channels
• Own budget planning, forecasting, and reporting across Performance Marketing, CRM, and Customer Insights, reporting regularly to Senior Leadership
• Own a best-in-class attribution framework across all Marketing and Customer channels to ensure all decisions are grounded in accurate, actionable insight (partnering with Marketing, Retail, and Digital teams)
• Build a rigorous test-and-learn roadmap for Customer engagement and growth across channels, creative, marketing account structures, loyalty initiatives etc.
• Provide strategic leadership to Performance Marketing team, driving best-in-class execution, experimentation, and consistent performance optimisation
• Lead the strategy, execution, and continuous optimisation of CRM across email, SMS, and loyalty channels, with a clear focus on acquisition, retention and driving lifetime value.
• Establish and lead the customer insights function from the ground up turning customer and market data into a strategic asset that informs decision-making across the entire business.
• Build a foundational understanding of customer behaviour, preferences, and purchase drivers across segments, channels, and markets.
• Partner with the CCO and senior leadership to embed insight-led thinking across teams from product to retail to brand, ensuring customer understanding is central to strategic planning.
• Act as the internal champion for the customer ensuring decisions are grounded in real-world insight, not assumption.

Experience / Technical Requirements

• 10+ years' experience in digital or growth marketing, with senior-level ownership of performance and CRM.
• Experienced in building or scaling growth functions, ideally in a high-growth, fast-paced environment (start-up, scale-up, or transformation context).
• Strong analytical acumen with a proven track record of delivering ROI and commercial outcomes.
• Strong leadership and stakeholder management skills - you're comfortable influencing cross-functional teams, leading teams and external agencies.
• Highly analytical and comfortable owning performance metrics - you don't just report the numbers, you shape them.
• Strong leadership and people management skills. You know how to build high-performing teams, develop talent, and inspire pace and accountability.
• Comfortable influencing senior stakeholders and collaborating cross-functionally.
• A self-starter who takes initiative, moves fast, and proactively identifies opportunities.
• Naturally curious and resourceful, you're always looking for better ways to do things and aren't afraid to challenge the status quo.

What we offer

• Be part of an established and iconic Australian brand with long term career development opportunities
• Generous product allowance
• 40% employee discount
• Annual bonus scheme
• Flexible working arrangements
• Paid parental leave
• Paid volunteer leave
• Exclusive private health partnership

About R.M.Williams

Since 1932, R.M.Williams has answered a call for hardwearing, timeless products that can hold up against the harsh conditions of the Australian outback - and look good whilst doing it. Our bestselling leather boots and belts are still crafted by hand in Adelaide, South Australia, alongside an ever-growing range of apparel, accessories and lifestyle products. At the heart of everything we do is a simple promise of loyalty and endurance; a commitment that our products will accompany their wearer on all of life's great journeys. Reginald Murray 'RM' Williams always said, 'it's the people who make a company' and we stand by that statement today, with a global network of teams that feels like family. A culture of growth, development and team spirit is central to our success.  

R.M.Williams appreciates the importance and value of a diverse workforce and is committed to the principle of equal opportunity for all employees and to provide employees with a work environment free of discrimination and harassment. All employment decisions at R.M.Williams are based on business needs, job requirements and individual qualifications, without regard to race, colour, religion or belief, sex, gender identity, national origin or family or parental status. R.M.Williams will not tolerate discrimination or harassment based on any of these characteristics.  

If you're ready to make your mark with a brand built on tradition and bold ambition, this is your opportunity. Please apply below with your resume attached.