Principal Consultant, CRM & Loyalty

Salary: $160,000 + super

Hybrid – Melbourne (3 days in office / 2 days WFH)

This opportunity is for you if:

- You're an experienced CRM and loyalty practitioner who can confidently lead enterprise clients end to end, from strategy and planning through to technical discovery, requirements definition and optimisation.
- You enjoy solving complex customer challenges, translating data into meaningful insights and turning those insights into clear strategic recommendations.
- You’re as comfortable in a senior stakeholder meeting shaping a customer strategy as you are getting into the details of a platform configuration, customer journey or data integration.
- You want genuine ownership of client relationships, with the autonomy to make decisions, challenge thinking and deliver outcomes without needing layers of oversight.
- You enjoy sharing knowledge, collaborating with talented people and contributing to a team where everyone continues to learn from each other.
- You’re looking for a senior role in a rapidly growing boutique consultancy where you can influence how the business operates, how we deliver for clients and what we become.

About Customr:

Customr is a boutique, founder-led CRM & Loyalty consultancy partnering with some of Australia's most exciting brands.

We work as an extension of our clients' teams, bringing together customer strategy, CRM, loyalty, data and technology to solve complex challenges and deliver meaningful commercial outcomes. We're known for our commitment to go the extra mile, our attention to detail and the way we immerse ourselves in each client's business, brand and priorities.

For the right person, this is an opportunity to do more than deliver great client work. It's a chance to help shape a growing consultancy while continuing to do the meaningful work you enjoy.

What we're looking for -

Must haves:

- Extensive experience across CRM, lifecycle marketing and loyalty, with the ability to connect customer strategy to practical execution.
- Proven experience independently leading enterprise or complex client engagements (as an internal or external resource), from discovery and strategic planning through to delivery, optimisation and reporting.
- Strong understanding of customer lifecycle strategy, segmentation, personalisation, automation and customer data.
- Experience leading loyalty strategy or managing complex loyalty programs.
- Deep hands-on experience with CRM platforms such as Braze, Emarsys or Klaviyo, including journey architecture, configuration, testing,



optimisation and troubleshooting.
- Strong analytical capability, with the ability to interpret customer and commercial performance, identify opportunities and translate findings into actionable recommendations.
- Experience working across CRM technology ecosystems, including integrations, data flows, data mapping, platform migrations or implementation projects.
- Confidence engaging with senior stakeholders, challenging briefs constructively and influencing decisions through clear thinking and sound rationale.
- Experience managing client/business expectations, priorities, scope, resourcing and commercial considerations.
- A genuine interest in mentoring others, sharing knowledge and improving the quality of work across a team.

Nice to haves:

- Strong exposure to retail, ecommerce or multi-brand environments.
- Experience with customer data platforms, data warehouses, APIs or broader marketing technology architecture.
- Experience leading CRM or loyalty platform selection, implementation or migration projects.
- Experience developing consulting methodologies, delivery frameworks, team capability or new service offerings.

What success looks like:

You'll be trusted to lead your clients independently, provide clear strategic direction and deliver high-quality work without relying on the founders for day-to-day oversight.

> Client leadership & strategy

- Independently lead enterprise client relationships, providing strategic direction and trusted advice to senior stakeholders.
- Lead discovery, planning and strategic development, translating business objectives into clear CRM and loyalty strategies, roadmaps and priorities.
- Proactively identify opportunities, challenge existing thinking and make recommendations grounded in customer insight, commercial objectives and technical feasibility.

> Technical & delivery excellence

- Lead complex engagements from strategy and technical discovery through to delivery, measurement and optimisation.
- Navigate CRM platforms, data and integrations to ensure recommendations are practical, technically sound and commercially valuable.

> Business contribution

- Partner with the founders to strengthen client relationships,



identify growth opportunities and evolve our service offering.
- Help build the processes, capability and culture needed to scale Customr without compromising quality.

This is not:

- A role limited to campaign execution or managing a predefined CRM calendar.
- A purely strategic role where recommendations stop at the presentation stage.
- A role where you need founder approval for every client decision or day-to-day priority.
- A role confined to one platform, channel or narrow area of CRM.
- A role where the technical side of CRM, including data, integrations and platform architecture, sits outside your remit.
- A role where mentoring and developing others is an afterthought.
- A traditional corporate environment with layers of hierarchy, rigid processes or slow decision-making.

We want someone who can think strategically, get into the details, take ownership and bring others along on the journey with them. Why join Customr?

- $160,000 + super, plus a performance-based bonus tied to your impact and company results.
- Hybrid working: three days in our Hawthorn office and two days from home.
- A beautiful office with free gym access, breakfast and lunch provided daily.
- Genuine autonomy, working closely with the founders to shape client outcomes and the future of Customr.
- Diverse, challenging work across brands, industries, CRM platforms and loyalty programs.
- A meaningful leadership role where you can mentor others and help shape a growing consultancy.
- A collaborative, low-ego team that values quality, accountability and strong client relationships.
- An extra paid day off for your birthday.

The people who thrive at Customr are:

- Strategic thinkers who turn big-picture ideas into action.
- Capable practitioners who take pride in high-quality work.
- Commercially minded decision-makers who balance confidence with humility.
- Strong communicators who build trust and influence stakeholders.
- Proactive problem-solvers who bring solutions, not just problems.
- Organised, detail-oriented people who follow through.
- Team-oriented team players who share knowledge and develop others.
- Adaptable, low-ego individuals who thrive on autonomy, accountability and variety in a growing business.

To apply:

Email [email protected] with the subject line:

I'm Customr's next Principal Consultant, CRM & Loyalty.

Include

- Your CV.
- Three bullet points on why you're a strong fit for the role.
- Three bullet points on what excites you about the opportunity.

📌 Principal Consultant, CRM & Loyalty (Melbourne)
🏢 Customr
📍 Melbourne