Senior CRM

We've just launched Adore Rewards, our brand-new loyalty program and now we're ready to scale it. As our Senior CRM & Loyalty Manager, you'll set the vision, lead the team, and turn customer insight into moments our community loves. This is a career-defining opportunity to continue to build something from the ground up and make Adore Rewards the most talked-about program in the industry.

You'll own loyalty and lifecycle strategy end-to-end: from optimising program design to crafting personalised journeys across email, SMS, app push, in-app messaging, and web. Working hands-on with data and platforms, you'll lift Active Order Frequency, increase customer Lifetime Value, and create the kind of brand love that keeps people coming back.

You'll report to the Head of Acquisition, Loyalty & Ecommerce and work hybrid from our Southbank HQ, surrounded by a marketing team that thrives on collaboration, creativity, and results.

Key Responsibilities:

• Lead & Scale Adore Rewards: Take full ownership of our loyalty program, driving measurable gains in engagement, retention, and revenue.
• Design Customer Journeys That Wow: Plan and deliver lifecycle campaigns that feel personal, timely, and relevant — not just another marketing email.
• Optimise Channels & Platforms: Partner with Tech, Product, and Data teams to ensure our CRM stack is robust, data is clean and compliant, and our campaigns deliver results.
• Coach & Inspire: Manage and develop a talented Loyalty & Retention team, fostering a culture of innovation and accountability.
• Drive Action Through Insight: Analyse performance, report on key metrics, and turn insights into strategies that keep our customers coming back.

Who You Are:

You're a connector of people, data, and ideas, equally comfortable setting strategy and rolling up your sleeves to make it happen. You bring deep CRM and loyalty expertise, but you're also commercially minded and customer-obsessed, always asking,
"How can we make this experience better?"

You'll bring:

• Proven expertise: 7+ years in CRM, loyalty, or lifecycle marketing within eCommerce, retail, or other consumer-facing industries. You know how to grow customer engagement, lift Active Order Frequency, and improve Lifetime Value — and you've done it before.
• Program builder mindset: You thrive on building and scaling loyalty programs that customers actually love, from optimising rewards structures to refining end-to-end journeys.
• Hands-on technical know-how: Skilled with CRM platforms, customer engagement tech, and segmentation strategies, you can turn data into personalised, cross-channel campaigns that drive results.
• Analytical and commercial thinking: You track performance, forecast outcomes, and link activity to revenue and profit, making sure loyalty growth also means business growth.
• People leadership: You have experience managing and mentoring a team, setting clear goals, coaching for growth, and creating an environment where great work gets done.
• Collaboration and influence: You know how to partner with Marketing, Tech, Product, and CX teams, and you bring them on the journey to deliver best-in-class solutions.
• Curiosity and innovation: You keep on top of industry trends and emerging technologies, constantly testing and iterating to make the program more exciting and relevant.
• Values-led approach: You align naturally with Adore's values — positive energy, doing the right thing, always growing, and working for each other — and you live them day to day.

Working at Adore Beauty - Perks & Benefits

• Generous 40% staff discount
• Paid parental leave for all parents (12 weeks)
• Birthday leave + Wellbeing Week (6 extra leave days per year)
• Hybrid working with a supportive, friendly team
• The chance to make this role your own in a growing ASX-listed business

Who We Are

Founded in 2000, Adore Beauty has grown from a small garage start-up to an ASX-listed beauty powerhouse. With 300+ global brands and 20,000+ products, we're driven by our mission to make beauty accessible to all. Our unique culture is built on collaboration, a positive approach, and a commitment to doing the right thing.

We're looking for someone ready to take Adore Rewards to the next level, with the vision to shape the strategy, the skills to deliver results, and the passion to create moments our customers will love. Come and build it with us at Adore Beauty