Senior Manager

11 hours ago

Melbourne, Victoria, Australia Gravitas Full time $120,000 - $180,000 per year

Work with a leading edge team in Customer Value Management at one of Australia's largest and highly esteemed retailers.

As the Senior Manager for Retail Customer Strategy in the Customer Loyalty and Data Business unit, you will be responsible for using a data-driven approach to shape and design our client's customer-focused content, audience, and offer strategy.

This role will work closely with the Senior Manager Engagement and the Senior Manager Engagement Delivery to drive key commercial metrics and ensure alignment with our overarching customer strategy.

Key Responsibilities:

Audience, Content & Offer Design: Define and implement a comprehensive content, audience, and offer strategy that aligns with customer and category objectives and drives commercial outcomes.

Team Leadership: Lead, mentor, and develop a team of category specialists and foster a culture of continuous improvement, innovation, and high performance, ensuring the team adheres to best practices and industry standards.

Reporting and Analysis: Analyse customer data to develop actionable insights and continuously refine the content and offer strategy as well as maintaining reporting frameworks to track the success of campaigns and journeys.

Collaboration and Communication: Work closely with cross-functional teams, including Marketing, IT, and Customer Service, to ensure alignment and seamless execution of personalisation strategies and category objectives.

Essential skills and experience:

  • Minimum 7 years' experience in a similar role, with a strong background in value proposition, offer strategy and customer journey design based on data and customer insights
  • Deep understanding of customer experience metrics, including LTV, churn, and other engagement indicators.
  • Proven experience leading and developing high-performing teams in a retail, consumer goods and fast paced environment
  • Strong analytical skills with the ability to leverage data to drive decisions and measure impact.
  • Excellent leadership, communication, and collaboration skills, with a track record of leading cross-functional initiatives.
  • Understanding in marketing automation tools and platforms, including familiarity with CRM and customer data platforms.
  • Demonstrated experience in creating, disseminating, and presenting key business insights and/or strategy initiatives clearly and concisely to various stakeholders, including senior management
  • Strong financial acumen with ability to build and communicate financial business cases to support initiatives
  • Ability to influence with authority and manage senior stakeholders to drive change and bring multiple partners and stakeholders to a unified consensus
  • Experience working with a wide range of brands/ partners or categories in the retail sector is highly sort after.

Please note - only candidates with FULL WORKING RIGHTS IN AUSTRALIA will be accepted.

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