CRM & Retention Manager

5 days ago

Sydney, New South Wales, Australia InStitchu Full time $104,000 - $130,878 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.

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