Client Strategy and CRM Manager

Location: Sydney, Australia

Client Strategy and CRM Manager

The Client Strategy and CRM Manager owns P. Johnson's client acquisition, retention, and CRM strategy across the retail network. Sitting between retail and communications, this role builds a holistic client management approach grounded in CRM discipline, client experience standards, and event-led engagement that drive showroom sales and long-term client value.

The immediate focus is the successful rollout of the CRM platform that turns our client relationships into visible, coachable, measurable practice.

Reporting and Structure

• Reports to the Chief Marketing Officer with a dotted line to the head of Retail
• Peer to the Marketing Manager, E-commerce & Customer Service teams

Key Responsibilities

Own Kind rollout and ownership (near-term priority)

• Partner with retail & client experience team on the implementation and network-wide rollout of Own Kind, replacing manual per-showroom spreadsheets
• Assist with the pilot, iterate the workflow with retail leaders, and roll out with training and adoption tracking
• Integrate Own Kind with Klaviyo and Shopify so email flows, transactional messages, and appointment booking talk to each other cleanly
• Establish the data hygiene, segmentation, and reporting standards inside Own Kind as the single source of truth for client relationships going forward

Client strategy and growth

• Develop and lead a client acquisition and retention strategy across made-to-measure and RTW business
• Define client segmentation, lifecycle stages, and outreach rhythms that teams can execute consistently and simply
• Partner with showroom leaders to improve pipeline, appointment conversion, repeat purchase, and referrals

CRM ownership and development

• Own CRM standards across retail (data quality, tagging, tasks, contact coverage, reporting) inside Own Kind
• Design and implement cadences — new-client nurture, post-purchase follow-up, VIP rhythm, lapsed reactivation, MTM appointment lifecycle
• Build dashboards and insights by showroom and team member, and coach leaders to use them in their weekly huddles
• Oversee Klaviyo campaign and flow optimisation in partnership with the Marketing & Ecommerce teams.

Events and client engagement

• Build the client engagement calendar with marketing (events, trunk shows, product moments, hotel and corporate partnerships)
• Lead guest-list strategy, invitation approach, and post-event follow-up to convert to appointments and sales
• Ensure initiatives feel on brand and are operationally executable in store — preserving the personal, high-touch style that defines P. Johnson

Client experience and service standards

• Define and uplift key client touchpoints — appointment preparation, delivery moments, aftercare, issue recovery
• Codify and protect the practices that already work well, including the near-100% compliance on hand-written post-sale notes with five personal details each — a real point of difference we're building around, not replacing
• Implement client feedback loops and service recovery tracking, turning insights into practical changes
• Support training and coaching to lift relationship management and outreach quality across showrooms

Key Relationships

• CMO — direct line manager and strategy partner
• Retail Director + showroom leaders — operational customers of this role
• Marketing Manager and E-commerce Executive — peers on the marketing team; joint ownership of Klaviyo optimisation
• Client Experience lea ds — data feed and post-purchase interaction
• Own Kind implementation team — platform partner through and beyond rollout