- Highly Competitive Salary
- Exceptional Team and Great Working Environment
- Base yourself in our brand-new Support Centre in Rhodes
- Engage in professional development opportunities
At Best&Less, we're committed to delivering exceptional value to Australian families while fostering a dynamic and supportive workplace culture. We believe in recognizing talent, promoting internal growth, and celebrating achievements with enthusiasm.
The Role
The Customer & Loyalty Marketing Manager plays a central role in developing and implementing strategies to improve customer engagement, satisfaction, and loyalty at Best&Less. Success in this position is crucial for driving Lifetime Value and advocacy. Additionally, the specialist collaborates with the wider marketing team to communicate consumer insights, drive continual improvement in campaign execution quality, and maximize ROI.
Working closely with the Head of Marketing and managing a team of 4, the role entails overseeing CRM strategy development, managing customer data, designing targeted campaigns, fostering team cohesion, and managing relationships with internal teams and external vendors.
Areas of Responsibility
CRM Strategy Development
- Develop and execute a comprehensive CRM strategy to enhance customer engagement, retention, and loyalty.
- Identify key customer segments and tailor CRM initiatives to meet their needs.
- Drive frequency and Lifetime Value through strategic CRM activities
Data Management, Analysis, and Insights
- Oversee the collection, segmentation, and analysis of customer data to gain insights and identify trends.
- Utilize CRM software to track customer interactions and behaviors.
- Provide commercially viable solutions based on insights from the data.
Campaign Management
- Design and implement creative campaigns for the Friends Club Programme.
- Design and implement targeted marketing campaigns, including email marketing, SMS, and loyalty programs.
- Monitor and analyze the performance of campaigns and make data-driven adjustments.
- Work closely with the Brand and Digital Media team to improve ROI.
CRM Enhancement
- Collaborate with customer service teams to ensure a seamless and positive customer experience across all touchpoints.
- Develop strategies to improve customer satisfaction and address pain points instore and online.
Technology Management
- Manage the CRM software, ensuring it is up-to-date and utilized effectively by the team.
- Work with IT and external vendors to troubleshoot issues and implement upgrades.
Collaboration and Communication
- Promote the CRM program within the business and influence stakeholders to see its benefits.
- Consult with marketing, eComm, retail operations, and product development teams to ensure alignment of CRM initiatives with business goals.
- Provide training and support to team members on CRM best practices and software usage.
Reporting and Optimization
- Generate weekly, monthly, quarterly, seasonal, and annual reports on CRM activities, customer insights, and campaign performance.
- Continuously refine and optimize CRM strategies based on feedback and performance data.
Who You Are
- You have 8-10 years of experience in a CRM role within the retail industry.
- Proven track record of managing successful CRM programs and campaigns.
- 2-3 years of experience managing a team.
- You possess strong analytical skills, attention to detail, and an inquisitive mindset.
- You excel in a fast-paced, high-volume environment and thrive on problem-solving creatively.
- You have excellent communication skills and the ability to collaborate effectively cross-functionally.
- You demonstrate a passion for driving results, innovation, and continuous improvement.
- You embody our company values: Teamwork, Accountability, Excellence, Integrity, and Make it Happen.
Why Join Us
- A supportive team environment where you'll work hard and have a good time doing it.
- Generous Staff Discounts.
- Access to Sonder Employee Assistance Program.
- Exceptional team camaraderie and a positive working environment.
If you're ready to take your marketing career to the next level and contribute to the success of a dynamic retail brand, we'd love to hear from you!
