Company Description
At JB Hi-Fi, we're more than just one of Australia's largest and most trusted retailers – our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.
We offer unbeatable value, world-class brands and exceptional customer service across our 300+ store network, online, and in our commercial division, JB Hi-Fi Business.
JB Hi-Fi is the perfect place to
power your career
, and we're excited to hear from you.
Why join JB Hi-Fi?
* Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
* Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
* Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
* Fantastic discounts across the JB Hi-Fi Group, plus access to Beny, our team member benefits app with exclusive offers, wellbeing perks and everyday savings.
* We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
* Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.
* Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
* Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.
Job Description
We're looking for a strategic and results-driven leader to champion our Membership & CRM programs. This role is critical in shaping how we attract, engage, retain, and reward our customers—while driving revenue, loyalty, and long-term customer value across the business. You will lead a data-driven and customer-centric team to ensure that our membership program is compelling, differentiated, and executed consistently across digital and in-store touchpoints. This is a hands-on leadership role where commercial acumen and executional excellence are equally important.
Please note we'll be in touch regarding your application early in the New Year.
Key Responsibilities
* Set the strategic direction for membership and CRM, ensuring alignment to business goals and targets.
* Define and deliver customer lifecycle frameworks, segmentation strategy, and personalised communication experiences
* Lead, mentor, and develop a multidisciplinary team across CRM, customer data insights, and operations.
* Build strong cross-functional relationships to plan and deliver customer experiences to support membership and personalisation goals
* Manage key partner and agency relationships
* Own the commercial and performance outcomes of the membership and CRM programs, including acquisition, engagement, retention, and member value.
* Manage forecasts and reporting, delivering actionable insights for membership and CRM performance
* Maintain data governance, including regulatory requirements
Qualifications
* Proven experience leading CRM, loyalty, or membership programs at scale—ideally in retail or a fast-paced consumer environment.
* Strong understanding of digital and direct marketing channels and platforms, including but not limited to: CDP, CRM, personalisation engines and/or marketing automation platforms
* Experience working cross-functionally to deliver communication programs and introduce new technology
* Strong analytical skills and ability generate insights to educate stakeholders and inform decision-making
* Experience in developing and delivering reports and stakeholder presentations
* Strong relationship management skills with the ability to engage with, collaborate with and influence various stakeholders
* A proven track record of successful customer-centric digital and personalised marketing campaigns and activities
* Experience in building, leading and nurturing effective teams
* Excellent communication skills, both written and verbal
Additional Information
If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.
JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don't meet 100% of the criteria) – please don't hesitate to apply