CRM Manager

We are seeking a CRM Manager to join a global luxury brand embarking on a large digital transformation. You will own and operate our customer relationship marketing function. This role sits within the Digital Performance team and is central to how we acquire, retain, and grow the value of our customer base.

We require the candidate to have expertise with Salesforce Marketing Cloud, not just in theory, but in practice. You will be hands-on: building journeys, executing campaigns, managing data, and reporting on performance.

Responsibilities:

CRM Strategy & Platform

• Define and execute the CRM strategy, aligned to commercial priorities and the broader digital performance roadmap
• Maintain and continuously improve the marketing technology stack, ensuring SFMC is optimised for capability and performance
• Lead first-party data capture, enrichment, and segmentation strategy in line with the CDP and customer data roadmap

Customer Lifecycle & Campaign Management

• Develop and execute the full customer lifecycle strategy — onboarding, retention, reactivation, and winback — through personalised, trigger-based communications
• Build, deploy, and optimise email and SMS campaigns end-to-end: brief, build, deploy, test, analyse
• Manage the CRM campaign calendar, ensuring timely delivery across all markets and alignment with broader marketing activity
• Drive customer acquisition into CRM programs and maximise lifetime value through targeted, commercially focused communications
• Conduct RFM analysis and post-campaign reporting, communicating performance and recommendations clearly to the business

Data, Insights & Reporting

• Monitor, analyse, and report on CRM performance — open rates, click-through, revenue attribution, list health, churn, and customer database growth
• Share actionable customer insights with the broader business to inform commercial decisions and identify opportunities
• Maintain CRM database health: list management, data hygiene, suppression management, and compliance
• Ensure ongoing compliance with the Australian Privacy Act 1988 and applicable international privacy legislation

Skills Required:

• MUST HAVE strong hands-on exp with SFMC.
• 5+ years in CRM and digital marketing.
• Commercially minded - You think in terms of revenue, retention, and customer value — not just campaign metrics. CRM is a commercial channel, and you treat it that way.
• Strong analytical capability — comfortable with RFM analysis, segmentation, A/B testing, attribution, and campaign performance reporting.
• Proven ability to manage complex campaign programs from brief to post-campaign analysis, independently and at pace.
• BONUS - Direct experience in retail or consumer products — understanding the commercial rhythms, promotional cadences, and customer behaviours of a retail environment.

If interested, APPLY NOW for more details!