At Nala, we create wildly better bras and underwear that inspire our customers to express their individuality. Our products are high quality, comfy, affordable, sustainable and just a little sexy. We’re one of the fastest growing ecommerce businesses in Australia and in 3 short years have created a cult following. We’re just getting started and have big plans for 2026 and beyond.
Position Summary:
We’re looking for an experienced CRM Manager to join us on a 11 month parental leave contract. You will take ownership of our customer lifecycle and retention strategy.
You will be responsible for building and scaling a best-in-class CRM program across email, SMS and loyalty. You are highly analytical and commercially minded, and know how to turn customer data into transparent, actionable strategy.
This is a hands-on role that blends data with creativity to accelerate the growth of revenue across our email and CRM channels. Using Klaviyo, you will ideate, build and optimise emails and lifecycle journeys that drive customer retention, lifetime value and frequency.
Key Responsibilities:
CRM strategy and ownership:
- Lead the development, management and evolution of our automations across all stages of the customer lifecycle
- Continuously identify gaps and opportunities within the customer journey, and prioritise new initiatives
- Set the roadmap for how CRM contributes to growth
Email and SMS campaigns:
- Lead the planning and execution of all email and SMS campaigns, including product launches, promotions and key trading moments
- Brief in design to our graphics team
- Ensure campaigns are aligned to our audiences and brand tone of voice
Data, Insights and Performance:
- Own CRM reporting and performance analysis across key metrics including revenue contribution, open/click rates, conversion, LTV
- Translate data into clear insights and actionable recommendations
Loyalty programme management:
- Own the evolution and performance of our loyalty program, from strategy to execution
- Implement tactics that drive membership growth and engagement
- Integrate loyalty into the broader CRM and lifecycle strategy
CRM best practice and data excellence:
- Stay up to date with latest CRM developments and bring new ideas to continuously improve performance
- Ensure data hygiene and integrity as systems and the business evolve
What We’re Looking For:
- 5+ years of experience in email marketing and CRM
- Experience working with Klaviyo
- Strong understanding of customer lifecycle marketing and retention strategies
- Data-driven mindset with strong analytical skills to interpret data and derive insights is essential
- Copy-writing skills with ability to adjust to our brand tone of voice
- Skilled in A/B testing, audience segmentation and personalisation strategies
- Passionate about understanding the customer and the customer journey
- Experience in managing loyalty programmes (preferred but not essential)
- Curious, pro-active and experimental
- A good person!