Customer Strategy and Engagement Specialist

2 weeks ago

Melbourne, Victoria, Australia Gravitas Full time $120,000 - $150,000 per year

We are seeking a dynamic Customer Engagement Strategy Manager to join one of Australia's largest retailers and play a pivotal role in shaping customer engagement strategies that deepen relationships and drive long-term value.

You'll have a significant track record in developing high value strategies and advocate for a customer-first approach. Using data-driven insights, you will design personalised, loyalty-building, omni-channel journeys across every key touchpoint.

Key responsibilities:

Strategy Development

  • Design high level customer value strategiesaligned to offers and audiences
  • Map and orchestrate detailed journeys that articulate customer considerations and build loyalty

Reporting & Analysis

  • Translate customer data into actionable insightsto refine strategy
  • Build reporting frameworks to measure success and impact
  • Share performance updates with senior leaders and stakeholders

Collaboration & Communication

  • Partner with Marketing, Product, Analytics, and Tech to ensure seamless execution
  • Align and influence stakeholders through clear, impactful communication

Skills and experience required:

  • Minimum 4 years' experience in a similar role, with demonstrated experience in customer strategy and driving customer engagement within retail, loyalty or a customer-centric industry
  • Strong analytical skills with the ability to leverage data to drive decisions and measure impact as well as creating, disseminating, and presenting key business insights
  • Deep understanding of customer experience metrics, including LTV, churn, and other engagement indicators.
  • Expertise in marketing automation tools and platforms, including familiarity with CRM and customer data platforms.
  • Strong project management and cross-functional skills with ability to manage, prioritise, implement, and analyse various initiatives in fast paced environment, often simultaneously
  • Strong problem solving and critical thinking skills with an aptitude for process and customer journey design based on data and customer insights
  • Strong financial acumen with ability to build and communicate financial business cases to support initiatives and influence senior stakeholders
  • Excellent leadership, communication, and collaboration skills, with a track record of leading cross-functional initiatives.
  • Bachelor's degree in Marketing, Business, or a related field

If you have relevant skills and experience and full working rights in Australia please apply ASAP.

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