CRM & Loyalty Manager - Skechers & Dr Martens

Join one of Australia and New Zealand's most customer centric retail groups - Accent Group. With a portfolio of over 900 stores, 34 iconic brands (including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, The Athletes Foot, Sports Direct, Glue Store and Vans), and 30+ online platforms, we're not just selling shoes - we're shaping the future of retail.  At Accent Group, we're driven by innovation, passionate about people, and serious about creating standout career opportunities. Whether you're starting your retail journey or looking to grow into leadership, you'll be part of a culture that values individuality, rewards performance, and empowers you to make your mark (in your kicks of course)

The Role: 

As the CRM & Loyalty Manager for Skechers & Dr. Martens, you'll lead the strategy and execution of customer relationship management and loyalty initiatives to drive engagement, retention, and lifetime value. You'll oversee the development of targeted campaigns, personalised customer experiences, and the continued growth of our loyalty program, ensuring every interaction strengthens our connection with our customers and drives commercial outcomes.

Your key responsibilities include but not limited to: 

CRM & Loyalty Program Management:

• Own the strategy, delivery, and growth of the Skechers loyalty program (Insider), including acquisition, engagement, and retention.
• Develop and optimise lifecycle marketing journeys, from welcome and onboarding sequences to re-engagement campaigns.
• Partner with key stakeholders to evolve program benefits, promotions, and engagement strategies.
• Ensure Privacy Act and SPAM Act compliance, safeguarding the brand through best-practice data governance.
• Ensure loyalty program communication is compelling, on-brand, and aligned with commercial priorities.

Customer Journey Development & Campaign Optimisation

• Map and maintain a holistic contact strategy, identifying key lifecycle moments to deliver a best-in-class customer experience.
• Build campaign frameworks and content journeys that deepen customer relationships and drive purchasing behaviour.
• Manage end-to-end campaign delivery—briefing creative, building, scheduling, testing, deploying, and reporting—ensuring alignment with the brand calendar.
• Leverage insights to continuously optimise journeys and campaign performance.

Data & Insights:

• Leverage the Customer Data Platform (CDP) to build, manage, and refine audience segments for targeted and personalised campaigns.
• Implement A/B testing and other optimisation methods to refine targeting and messaging.
• Monitor campaign and loyalty program KPIs, producing regular reports with actionable insights to improve performance.

Collaboration & Process Optimisation

• Partner with martech, marketing, and data teams to enhance CRM capabilities, automation, and integration.
• Define requirements and brief IT and martech teams on new tracking, features, and enhancements to our CDP and CRM platforms to strengthen capabilities and deliver advanced personalisation.
• Oversee creative briefs and asset delivery to ensure brand alignment and timely execution.
• Plan annual CRM and loyalty priorities in line with business KPIs, while staying ahead of emerging trends and best practices.

What we are looking for: 

• 5+ years' experience in CRM, loyalty, or retention marketing, ideally in retail, fashion, or eCommerce.
• Proven track record of delivering measurable growth in customer engagement and retention.
• Experience managing loyalty programs, lifecycle marketing, and multi-channel campaigns.
• Strong data analysis skills with experience using CRM, ESP, and analytics platforms to interpret data and derive actionable insights.
• Excellent stakeholder management and communication skills.
• Ability to lead and motivate teams, with demonstrated experience collaborating cross-functionally to achieve common goals.
• Highly organised, detail-oriented, and comfortable managing multiple projects in a fast-paced environment.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.