Are you a commercially-minded CRM and Growth leader who thrives on turning customer data into measurable business growth?

We're partnering with a globally recognised retail brand to appoint a Senior CRM & Loyalty Manager. This is a rare opportunity to own the customer growth strategy across multiple international markets, combining CRM, lifecycle marketing, loyalty and performance marketing into one commercially accountable leadership role.

You'll lead the strategy that drives customer acquisition, retention and lifetime value across six global markets. This is a highly visible position where you'll influence executive decision-making, shape future capability and build the roadmap for the next phase of digital growth.

CRM & Loyalty Senior Manager

Melbourne | On-site 5 days | Permanent | Full time | Retail

$160k - $180k package

What you'll be doing

50% Strategy, 50% execution. You'll own the end-to-end customer growth strategy, including:

- Developing and executing the global CRM, lifecycle and retention strategy across multiple international markets.

- Owning commercial performance across owned channels including Email, SMS, Push and future Loyalty initiatives.

- Leading agency partners across paid media, affiliates and acquisition performance, ensuring strong ROAS, CAC and revenue outcomes.

- Driving customer segmentation, lifecycle automation and personalisation through Klaviyo and Shopify.

- Building and optimising customer journeys including welcome, abandoned cart, post-purchase, VIP, replenishment and win-back programmes.

- Developing customer insights through RFM analysis, CLTV modelling and behavioural segmentation.

- Owning the CRM and customer data roadmap while partnering with Digital Product on tracking, integrations and future MarTech capability.

- Leading the strategy and business case for a future global loyalty program.

- Managing one direct report while partnering closely with Digital, Product, Content,



Retail Operations, Finance and external agency partners.

About you

We're looking for someone who can think strategically while still enjoying being close enough to execution to challenge ideas and improve outcomes.

You'll likely bring:

- 6+ years' experience in CRM, Lifecycle, Retention or Growth Marketing, including 2+ leadership experience (you will have 1x direct report).

- Strong experience within retail, eCommerce or direct-to-consumer businesses.

- Advanced experience with Klaviyo (or similar CRM automation platforms) and Shopify.

- Experience leading lifecycle marketing, customer segmentation, automation and personalisation programs.

- Strong commercial acumen with the ability to interpret customer data, measure performance and influence business decisions.

- Experience managing paid media agencies across Google, Meta and affiliate marketing.

- Experience working with a CDP or building the case for one: data modelling, identity resolution, event taxonomy, audience activation.

- Detailed working knowledge of GDPR, CCPA/CPRA, APP, POPIA and PDPA, and how each affects consent, segmentation and data retention.

- A solid understanding of customer lifetime value, acquisition strategy, retention metrics and CRM analytics.

- Experience working across multiple international markets will be highly regarded.

- Excellent stakeholder management skills with the confidence to influence senior leaders.

Why this opportunity?

This is more than a CRM role.

You'll own one of the business's most important growth functions, sitting at the intersection of customer data, digital marketing and commercial strategy. You'll have genuine ownership, executive visibility and the opportunity to shape the future customer experience for a global retail business experiencing continued international growth.

If you're looking for a role where strategy, commercial impact and customer experience all come together, we'd love to hear from you.

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📌 CRM and Loyalty Senior Manager (Melbourne)
🏢 seek.com.au
📍 Melbourne