Customer Engagement Manager

We're looking for a strategic and customer-focused
Media & Communications Lead
to join our
Prestige & Niche Division (ANZ)
on a
12-month maternity leave cover contract
. Reporting to the Marketing Director, you'll play a pivotal role in driving brand growth by leading integrated media and communications strategies that put the customer at the heart of every decision.

In this contract role, you'll champion insights-driven storytelling and deliver impactful campaigns across paid, earned, owned, and shared channels. Your work will build brand equity, spark advocacy, and drive conversion all with ROI at the core of execution.

Functional Responsibilities:

Integrated Media Strategy & Execution

• Develop and execute holistic media strategies across digital, traditional and retail media.
• Lead media strategy and implementation with agency partners, ensuring local adaptation of global plans, ROI-driven investment, and efficient performance management (DIFOT, PCA, competitor analysis).
• Report to Global teams on budget allocation and best practices to drive continuous improvement.
• Foster cross-agency collaboration through strong partnership management, including bi-annual strategy sessions to align objectives and review performance.
• Lead and implement data science initiatives across the business to enhance insight-driven decision making.

Earned, Influencer & Advocacy

• Lead development of impactful PR and influencer strategies to drive mass earned media, brand visibility and advocacy across ANZ.
• Manage PR agency relationships to deliver integrated press office activity, editorial coverage, product launches and events aligned with brand positioning and ROI goals.
• Build and manage influencer programs and partnerships to nurture brand affinity
• Integrate earned media, influencer and advocacy initiatives into 360 brand strategies to ensure consistency across all consumer touchpoints.
• Drive partnerships, seeding and user-generated content (UGC) to amplify reach, engagement, and authenticity.
• Track and analyse performance metrics (social listening, ROI, coverage and engagement) to optimise strategy and report to global teams.

Customer Relationship Management (CRM)

• Lead local CRM strategy across retail partners to drive retention and recruitment.
• Develop and manage the CRM calendar, ensuring consistent, insight-led engagement across touchpoints.
• Oversee CRM campaign testing, reporting and best-practice implementation to enhance performance.
• Leverage CRM insights to guide strategic initiatives and influence stakeholders for effective execution, driving brand loyalty and partnership success.

Consumer Insights & Business Intelligence

• Lead the research agenda, combining global/local studies, shopper data and category trends to generate actionable insights.
• Manage campaign tracking, social listening, media mix modelling and competitive benchmarking to evaluate ROI and efficiency.
• Deliver actionable insights and performance recommendations to key stakeholders

Content, Storytelling & Trade Integration

• Guide and define cross-channel content strategies, ensuring alignment with consumer insights, cultural moments, and platform best practices.
• Partner with brand teams to optimise creative storytelling across ATL, social, influencer, and retail channels.
• Collaborate with Trade Marketing to unlock opportunities in key calendar moments.

Requirements:

Experience:
7-10 years of experience in customer engagement, media or brand marketing, ideally within luxury, beauty or consumer lifestyle industries.

Education:
Degree in Marketing, Media or Communications (Master's preferred but not essential).

Languages:
Fluent in written and spoken English.

Skills & Knowledge Required
:

• Proven expertise in digital-first, consumer-led marketing strategies across media, CRM, influencer and content.
• Deep understanding of influencer ecosystems, with strong press, media, and KOL network knowledge.
• Strong analytical skills with proven ability to translate insights into actionable recommendations.
• Excellent communication, collaboration and stakeholder influence skills across all levels.
• Highly organised, detail-oriented and trend-aware across beauty, fashion, lifestyle and culture.
• Hands-on, entrepreneurial and resilient, with a passion for driving brand love and business growth.
• A strategic yet operational role requiring agility, ownership and perseverance in execution.

A few things you'll love about us

• Hybrid working model, 3 days in Sydney CBD office and 2 days WFH.
• Collaborative team environment built on pillars of connection & celebration.
• Opportunity to work with a market leader in the fragrance and beauty industry.

Due to a high volume of applications, only shortlisted candidates will be contacted.