The Head of CRM will spearhead the transformation of our clients customer lifecycle management strategy across Australia and New Zealand.
This role is tasked with building and developing a high-performing CRM team, crafting a strategic vision for customer engagement across our Loyalty program and Trade Program, unlocking and automating the customer lifecycle and commercializing opportunities, leading the implementation of a new marketing automation platform (and unifying platforms) and ensuring brand alignment with other stakeholders.
The Head of CRM will focus on creating structured processes, optimizing automated communications, and driving a unified, data-driven approach to personalized customer interactions. This role will ensure that all customer communications align with business goals, driving customer engagement, retention, and growth.
Duties
- Develop and execute a comprehensive CRM strategy that enhances customer engagement, personalization, and lifecycle management, ensuring alignment with Freedom’s overall business objectives.
- Design a CRM roadmap that prepares our client for long-term success, establishing scalable processes, automation, and team training for sustainable growth beyond the contract period.
- Oversee the recruitment, training, and development of the CRM team. Build team capabilities in data-driven marketing, personalization, and automation to ensure effective CRM execution.
- Equip the CRM team to operate the new marketing automation platform, fostering a culture of innovation, continuous improvement, and accountability.
- Lead the design and implementation of customer journeys, focusing on
personalized, data-driven communication that delivers the right message to the right customer at the right time. - Develop a unified approach for all customer touchpoints with relevant cross-functional stakeholders, aligning CRM efforts with digital and offline channels to create a seamless omni-channel experience from in-store to online.
- Track CRM performance metrics and provide regular updates to senior leadership on customer insights, strategic progress, and campaign effectiveness. Present recommendations for future CRM investments.
- Manage external agencies to deliver against agreed scope of works to enhance and drive our CRM strategy.
- Manage CRM budget, including monthly invoice processing, tracking and reporting.
Skills and Experience
- Minimum 5+ years relevant work experience in CRM & Loyalty, Digital Marketing or eCommerce experience.
- Proven leadership experience in CRM and customer lifecycle management, ideally in a retail or consumer-focused industry.
- Strong background in marketing automation, data-driven marketing, and omnichannel customer journey design.
- Proficiency in analytics and a data-driven approach to customer engagement, with a focus on measurable outcomes.
- Excellent strategic planning, project management, and team development skills.
- Relevant Tertiary Degree or qualification.
Benefits
- Opportunity to Spearhead the CRM Strategy and team
- Attractive remuneration package
- Leading Retailer in Australia and beyond
- Collaborative and supportive team environment.
How to Apply
Click APPLY or email your CV to mbarry@sharpandcarter.com.au
