CRM & Retention Specialist | Digital Marketing | CHARCOAL

5 days ago

Brisbane, Queensland, Australia LB Creative Pty Ltd Full time $90,000 - $120,000 per year

Own and scale the email and SMS marketing channels across AU, US, and global markets using our partnered tech stack platforms. This role builds and optimises flows, segmentation, and retention strategies that maximise customer lifetime value, increase repeat purchase, and generate measurable commercial returns.

Key Responsibilities

  • Email & SMS Campaigns: Plan, execute, and optimise campaigns aligned to brand drops, promotions, and retention objectives.
  • Lifecycle Automation: Build, refine, and maintain automated flows (welcome, post-purchase, win-back, abandoned cart, replenishment, review, referral).
  • Segmentation & Personalisation: Use advanced segmentation and dynamic content to deliver highly relevant and tailored experiences.
  • Retention & Loyalty: Develop strategies that strengthen brand loyalty, reduce churn, and increase customer lifetime value.
  • Analytics & Reporting: Monitor channel performance (open, click, conversion, ROI, revenue attribution) and translate into actionable improvements.
  • Cross-Functional Collaboration: Work with creative, PR, social, and paid media teams to align communications, timing, and messaging.
  • Testing & Experimentation: Run regular A/B tests across flows, campaigns, incentives, and creative to improve performance.
  • Compliance & Deliverability: Maintain best practice in deliverability, privacy, and spam compliance across AU, US, and other markets.

What Success Looks Like

  • Email Marketing Platform contributingtarget % of total revenue (KPI's TBC)across AU and US
  • Comprehensive & automated flows covering the full lifecycle
  • Driven repeat purchase rate upYOY
  • Increase value's in customer lifetime of 12 month targets (TBC)
  • Minimising unsubscribe rate across all digital marketing channels
  • Increase in Email & SMS channel contribution & ROI

Requirements

  • 3–5+ years experience in CRM/email marketing, ideally in e-commerce or fashion
  • Deep knowledge of Klaviyo (flows, segmentation, integrations, analytics)
  • Experience managing campaigns across multiple markets (AU, US)
  • Strong analytical mindset with commercial focus on ROI and LTV
  • Skilled in A/B testing and data-driven optimisation
  • Collaborative, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment

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