About the Role

As CRM Specialist, you’ll sit within dusk’s Digital Team and report to the Head of CRM and Insights, playing an instrumental role in bringing our customer communication strategy to life.

You’ll own the day-to-day management of dusk’s loyalty program and customer communications, ensuring our email and SMS campaigns are delivered on time, on brand and to the right customers. You’ll be highly organised, detail-oriented and comfortable getting hands-on, while also understanding the bigger picture behind our customer experience strategy.

Working closely with our Digital, Marketing, Creative, Planning and Tech teams, you’ll help keep our customer database healthy and deliver engaging, relevant communications that drive customer connection and business results.

What You’ll Do Coordinate dusk’s loyalty program end-to-end, including member and admin enquiries, database health and program integrity

Monitor and optimise always-on customer journeys and automated communications

Plan, brief, execute and test email and SMS campaigns

Develop and implement strategic customer segmentation to improve campaign relevance

Create and manage creative briefs, assets and timelines in partnership with the Creative team

Work closely with Marketing, Digital, Planning and other internal stakeholders to ensure campaigns are aligned and delivered on time

Own weekly CRM and loyalty performance reporting

Analyse campaign performance and use insights to inform future activity

Support ongoing improvements to customer communications,



journeys and the overall customer experience What You'll Bring 3+ years’ experience working with CRM and marketing platforms such as Salesforce Marketing Cloud, Loyalty Management, Service Cloud, Klaviyo or Braze

Hands-on experience with automated journeys, segmentation and email/SMS communications

Experience managing customer databases and implementing triggered communications

Confidence designing and implementing A/B testing

Experience coordinating a loyalty program is highly regarded

Experience with campaign reporting and performance analysis

Strong understanding of email deliverability and compliance requirements

Working knowledge of SQL, AMPscript, HTML and CSS is highly regarded

Salesforce certifications are highly desirable

Tertiary qualifications in Marketing, Communications, Economics or a related field About You Highly organised with exceptional attention to detail

Comfortable managing multiple projects and deadlines in a fast-paced workplace

Able to work independently and take ownership, while knowing when to flag or escalate A confident communicator who enjoys working with stakeholders across different teams A proactive and collaborative problem-solver

Comfortable working through ambiguity and shifting priorities

Commercially minded, with strong instincts for prioritising based on business impact

Passionate about retail, brands and creating great customer experiences

Enjoys working closely with creative teams and being hands-on in execution

📌 CRM Specialist (Alexandria)
🏢 Dusk
📍 Alexandria