- Oversee the customer engagement program, providing guidance to the customer engagement team in day-to-day operations of the email program, providing advice on audience segmentation across all channels
- Develop briefs for direct mail, and deliver the direct mail and social audience requirements
- Manage internal and external stakeholder relationships with CRM insights as the Subject Matter Expert
- Own and deliver Martech roadmap enhancements as well as value proposition delivery
- Support customer engagement team to deliver connected customer journeys
- Develop and execute brand loyalty program strategies to deliver sales/profit growth, as well as managing key loyalty campaign communications
- Track performance of loyalty program, report on weekly performance and optimise accordingly
- Manage Loyalty activities with agreed measures and operating budgets
- Communicate with internal stakeholders including Merchandise, Visual Merchandising and broader Marketing teams on offer development, store communications and visuals, asset and brief gatherings
- Significant experience operating in a CRM & Loyalty role, preferably in an eCommerce, Retail or similar environment
- Experience in and a deep knowledge of martech and leading a delivery team
- Thought-leadership of data-driven marketing best practices including personalisation
- An ability to turn data into actionable insights
- An ability to influence and work cross-functionally across many departments
- A fantastic eye for detail, striving for quality execution under tight deadlines
- Demonstrated ability to think creatively and innovatively
- Exceptional communication skills, both written and spoken, with the ability to influence and partner with internal and external stakeholders to achieve business outcomes
- Unique opportunity to be part of a highly engaged, successful team, focused on the transformation of an iconic Australian brand
- A competitive remuneration package including performance-based incentives
- Hybrid working arrangements in office and from home that provide appropriate work/life balance
- Parental leave policy of 18-weeks paid leave for the primary carer, and 3-weeks paid leave for the supporting partner
- Generous employee discounts across David Jones and access to partner benefits
- An additional day of leave for your birthday along with time to support charitable work
- Opportunities to support community partnerships across our Corporate Social Responsibility program
- Be a member of a company committed to sustainable practices, driving change in the retail landscape
- Ongoing training and development to pursue individual ambitions
Senior CRM - Melbourne, Australia - David Jones
Description
Due to an internal promotion, a rare and exciting opportunity has arisen to join our David Jones CRM & Loyalty team and support on the delivery of our digital marketing strategy in-line with the David Jones Vision2025+.
David Jones exists to inspire like no other and as we continue to deliver on our ambitious transformation agenda in line with our Vision 2025+ strategy, we are committed to creating inspired careers so our people can Thrive.
The Senior CRM & Loyalty Manager will be responsible for the strategic development as well as day-to-day operations of the CRM and Loyalty function in a hands-on, impactful role, delivering to targets set for both remits. With a dotted reporting line to the Chief Marketing Officer, the Senior CRM & Loyalty Manager will oversee the delivery of the loyalty program value proposition, as well as design and implementation of best-in-class CRM and loyalty to drive customer engagement that will increase customer lifetime value and market share growth.
The role will suit an analytical and commercial subject matter expert in CRM & Loyalty, with a balanced hands-on and strategic approach to delivering to objectives in an autonomous and accountable way. Given the ever-changing retail landscape, we are looking for someone who thrives in a fast-paced, busy environment, someone who is highly organized when it comes to managing competing priorities.
What does the role involve?
Who are we looking for?
Why work for us?
About Us
Since 1838, David Jones' limitless quest for innovation and progress established the brand as Australia's original influencer in fashion and lifestyle. Having revolutionised the way Australians shop, David Jones' creation of a social centre inspired and created lasting memories for past, present and future generations. Today, our vision to inspire Like No Other drives us to continue this legacy in our ambitious purpose to be the destination that inspires, with experiences and services Like No Other.
Our Thriving cultural pillars inspire our people to deliver on our vision and purpose. We are Customer Obsessed; curious to understand and dedicated to delighting them with seamless solutions as one team. We care for our people, customers, partners and community by creating Inclusive environments through belonging and respect. We Empower with implied trust to act with integrity, value our unique skills and be accountable for our decisions. We constantly seek Innovative ways of improving, changing and exploring ways that we can inspire.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.