CRM & Retention Lead

About Us:

My Muscle Chef (MYMC) is Australia's premium fresh ready-made meal and functional food and beverage company. Based in Sydney NSW, we are growing quickly to extend our position as the online direct to consumer and retail industry leader in an industry that is experiencing explosive growth.

Since 2013, we have experienced continuous growth & hold enormous ambition to remain an industry leader. We are seeking high energy individuals to join our entrepreneurial team and culture to help us unlock our next phase of hyper growth.

MYMC Values:

We pride ourselves on a set of values that tangibly guide our behaviours and decisions, so we can grow the business and enjoy a world-class working experience.

1. Find a Better Way.
2. Walk in our Customers' Shoes. Everyday.
3. Challenge Ideas and Champion Solutions.
4. Integrity is Stronger than Muscle.
5. Enjoy the Journey

What we offer you:

• Hybrid Working Environment (2 days WFH per week)
• Career Development & Training opportunities
• $1 MYMC Meals & Snacks on site daily
• A fully equipped gym on-site for employees
• Be part of a diverse and values-led culture that backs bold ideas
• Generous staff discounts on our products + more employee benefits

Position Summary:

The CRM & Retention Manger is responsible for developing and executing MYMC's CRM and retention strategy across email, push, SMS and membership programmes. The role owns lifecycle marketing to increase engagement, repeat purchase and customer lifetime value.

Working closely with digital, product, CX and data teams, this role leads segmentation and personalisation, campaign orchestration, performance analysis and roadmap inputs that improve the end‑to‑end customer journey and loyalty outcomes.

Key Responsibilities but not limited too:

Strategy & Planning

• Develop and deliver the CRM & retention strategy and roadmap across email, push, SMS and membership programmes for My Muscle Chef and Chefgood.
• Define lifecycle frameworks (onboarding, activation, upsell, win-back, churn prevention) and membership value propositions to maximise LTV
• Plan CRM budgets, contact strategy and channel mix; set guardrails for frequency, deliverability and privacy compliance
• Build CRM playbooks and journey roadmaps; partner cross‑functionally to integrate offers, promotions and product drops

Execution & Delivery

• Own day‑to‑day campaign planning, build and QA within CRM platforms; manage agencies and vendors where required
• Brief and deliver customer communications and creative aligned to marketing initiatives and membership benefits; ensure accurate targeting and timing
• Implement segmentation, triggers and automations leveraging behavioural, transactional and predictive signals
• Identify and influence CRO opportunities, features and roadmap

Creative & Testing

• Lead testing programmes across subject lines, content, offers and journeys; drive personalisation and dynamic content to improve engagement and retention
• Establish a structured Test‑&‑Learn agenda (A/B and multivariate) covering audience, cadence, channel and membership propositions

Analytics & Reporting

• Maintain and improve dashboards tracking repeat purchase rate, churn, CLV/LTV, engagement and deliverability to enable fast decision‑making
• Deliver clear reporting and review packs with insights by cohort, segment and journey; quantify impact of membership and lifecycle initiatives

Leadership & Development

• Build team capability through mentorship, knowledge sharing and performance coaching; champion CRM best practice, data governance and consent management

Skills & Experience:

Essential

• 5+ years' experience in CRM, lifecycle or retention marketing, ideally in e commerce, subscription, retail or consumer brands.
• Proven success running email, push and SMS at scale, improving engagement, repeat purchase and churn.
• Deep knowledge of CRM platforms (e.g., ) and customer data integrations.
• Advanced analytical skills with experience in segmentation, automation, cohort analysis and retention KPIs.
• High proficiency in Excel or Google Sheets for forecasting and reporting; comfortable with GA and BI tools.
• Ability to manage multiple projects, deadlines and stakeholders in a fast paced environment.
• Excellent communication and collaboration skills; strong attention to detail and QA discipline.

Desirable

• Experience managing subscription or membership programmes, loyalty and rewards.
• Familiarity with deliverability, privacy and compliance (e.g., consent management, preference centres).
• Exposure to personalisation tools, recommendation engines or CDPs.
• Previous experience mentoring junior CRM specialists or managing agencies.

Next Steps:

All shortlisted applicants will be contacted for a phone interview before proceeding to a first-round interview if successful.