Job Description
We're looking for a commercially minded CRM & Retention Lead to own customer lifecycle marketing across Girls With Gems. This role is about one thing: getting more customers to come back, more often, and increasing customer lifetime value.
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You'll own email, SMS, loyalty, lifecycle automation, segmentation and retention strategy end-to-end. This is not just a campaign execution role - we want someone who can look at customer data, find opportunities, build the strategy, execute it and improve it over time.
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What you'll own
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CRM strategy across the full customer lifecycle
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Email marketing strategy, campaign calendar and execution
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SMS marketing strategy and execution
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Automated lifecycle journeys across welcome, browse, cart, post-purchase, win-back, VIP and reactivation
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Customer segmentation and personalisation
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Loyalty program strategy and optimisation
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Repeat purchase and retention initiatives
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Customer cohort analysis and behavioural insights
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A/B testing across campaigns, flows, offers, timing and messaging
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Affiliate marketing and partner performance
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Reporting on CRM performance and commercial outcomes
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Identifying current ways to increase purchase frequency and customer lifetime value
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What we're looking for
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3-5+ years' experience in CRM, lifecycle or retention marketing
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Strong hands-on experience with Klaviyo
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Deep understanding of automation, segmentation and personalisation
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Solid commercial and analytical mindset
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Comfortable working with customer data and performance reporting
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Strong copywriting and attention to detail
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Able to take ideas from strategy through to execution and optimisation
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Comfortable working in a fast-moving environment with high ownership
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Fashion, beauty or DTC experience highly regarded
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Loyalty and affiliate experience highly regarded
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This is a high-ownership role with the chance to build and improve a major part of the business. We're looking for someone who is commercially sharp, curious about customer behaviour, fashion and constantly asking how we can make the customer lifecycle more effective.
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📌 Senior Crm & Retention Lead (New South Wales)
🏢 Girls with Gems
📍 New South Wales