CRM & Retention Manager

6 days ago

Sydney, New South Wales, Australia InStitchu Full time $90,000 - $120,000 per year

We're looking for a data-driven and customer-obsessed CRM & Retention Manager to own and elevate our lifecycle marketing strategy across email and SMS. Sitting within our marketing function, this newly created role is pivotal to driving long-term customer value, loyalty and engagement, from first purchase to becoming a lifelong tailoring client.

You'll bring a blend of creative thinking and analytical rigour to build automated journeys that feel truly personal, from onboarding new clients, to nurturing wedding groups, to reactivating past customers with relevant, well-timed messages. You'll collaborate closely with our Performance Marketing, Showroom, Product and Creative teams to ensure every touchpoint reflects the premium InStitchu experience.

This is a very flexible role and you are able to work onsite, hybrid or fully remote. The hours can also be flexible upon agreement.

Key Responsibilities

  • Own and evolve all CRM lifecycle programs, from onboarding and post-purchase, to win-back, loyalty and retention.
  • Audit and enhance Hubspot workflows, automations and templates to ensure scalability, deliverability and conversion.
  • Build smart segmentation strategies using behavioural and transactional data to deliver highly personalised messaging.
  • Use cohort analysis and reporting to benchmark performance, uncover insights, and run test-and-learn initiatives.
  • Partner with Performance Marketing to align retention and acquisition journeys across channels.
  • Track and report on key CRM KPIs including retention, lifetime value, second purchase rate and email and SMS revenue contribution.

About You

  • 3–5 years' experience in CRM, lifecycle marketing or retention (ideally within eCommerce or premium/luxury consumer brands).
  • Proven success building automated campaigns across email and SMS.
  • Deep understanding of customer lifecycle metrics, segmentation and retention frameworks.
  • Experience using Hubspot (or similar platforms); SQL or data querying is a bonus but not essential.
  • Data-first mindset with strong analytical skills and the ability to turn insights into action.
  • Collaborative and comfortable in a fast-moving, high-growth environment.
  • A love of brand, storytelling and creating genuinely valuable customer moments.

  • Marketing Growth Analytics Manager

    2 days ago

    Sydney, New South Wales, Australia AMP Full time

    Help people create their tomorrow, while you create yoursWe help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 175 years.If we do...

  • Adobe Journey Optimizer Specialist- Martech

    1 week ago

    Sydney, New South Wales, Australia AMP Full time $80,000 - $120,000 per year

    Help people create their tomorrow, while you create yoursWe help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 175 years.If we do...

  • Platform Owner

    2 weeks ago

    Sydney, New South Wales, Australia AMP Services Full time $120,000 - $150,000 per year

    If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more...

  • Adviser Communications Manager

    2 days ago

    Sydney, New South Wales, Australia AMP Full time $104,000 - $130,878 per year

    Help people create their tomorrow, while you create yoursWe help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 175 years.If we do...

  • Adviser Communications Manager

    5 hours ago

    Sydney, New South Wales, Australia AMP Full time $80,000 - $120,000 per year

    Job Description Help people create their tomorrow, while you create yours We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for...

  • CLM Marketing Lead

    2 weeks ago

    Sydney, New South Wales, Australia AMP Services Full time $120,000 - $180,000 per year

    Help people create their tomorrow, while you create yours We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 175 years. If we...

  • Proposition Manager

    2 weeks ago

    Sydney, New South Wales, Australia AMP Full time $80,000 - $120,000 per year

    If you could create the best digital bank in Australia, what would it look like? And how would it make life easier for customers?We're wondering the same thing.We built it. We launched it. Now, we runWe started with an idea: to disrupt the industry with a beautiful, brilliant banking solution designed specifically for small businesses and everyday Aussies....

  • Partnerships Manager

    2 weeks ago

    Sydney, New South Wales, Australia AMP Full time $90,000 - $120,000 per year

    If you could create the best digital bank in Australia, what would it look like? And how would it make life easier for customers?We're wondering the same thing.We built it. We launched it. Now, we runWe started with an idea: to disrupt the industry with a beautiful, brilliant banking solution designed specifically for small businesses and everyday Aussies....

  • Senior Manager, Health, Safety

    5 days ago

    Sydney, New South Wales, Australia AMP Full time $120,000 - $180,000 per year

    Help people create their tomorrow, while you create yoursWe help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.If we do...

  • Search & Generative Engine Optimisation Manager

    1 week ago

    Sydney, New South Wales, Australia AMP Full time $104,000 - $130,878 per year

    Help people create their tomorrow, while you create yoursWe help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 175 years.If we do...