Customer Strategy Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee the planning and briefing stages for regional CRM initiatives.

• Ensure effective local implementation and assess performance metrics.

• Continuously enhance all customer touchpoints, including email, website, unboxing experiences, and direct mail.

• Make real-time adjustments to campaigns based on ongoing feedback and local insights, ensuring alignment with the global strategic roadmap for all regional activities.

• Execute targeted strategies for registered non-buyers (RNBs) and first-time buyers (FTBs) to encourage initial purchases and boost repeat rates.

• Ensure relevance at scale through personalized communications, cross-selling efforts, churn prevention strategies, and targeted content platforms.

• Collaborate across various functions to implement impactful customer care initiatives, such as abandoned cart recovery and courtesy calls.

• Assist in the regional rollout and testing of new membership and dedication pilots aimed at enhancing value capture and increasing engagement.

• Work in partnership with central teams to support systems integration, capture zero-party data, and orchestrate omnichannel experiences.

⛳️ Requirements

• 5-10 years of marketing experience, primarily focused on CRM, lifecycle marketing, and customer retention within an e-commerce setting.

• Bachelor’s degree or equivalent experience in marketing, communications, business, economics, mathematics, or related fields.

• Demonstrated ability to execute localized, multi-channel CRM campaigns (email, website, SMS).

• Strong analytical skills with the capability to analyze data and draw insightful conclusions for developing marketing and action plans.

• Exceptional verbal and written communication and presentation skills, with a track record of effectively communicating ideas and influencing senior leadership and collaborators.

• Experience in a fast-paced e-commerce environment with ambitious commercial goals.

• Previous participation in the development or implementation of customer loyalty or membership programs.

• Experience in designing and executing direct mail campaigns.

🏝️ Benefits

• Inclusivity culture

• Professional development opportunities