Customer Experience Manager
We are seeking an experienced Customer Experience Manager to lead our customer lifecycle marketing programs, leveraging email, SMS, app push, loyalty program data, and segmentation to deliver personalized, automated, and targeted customer experiences.
The Role:
* Develop and execute global CRM strategy across multiple markets (AU, NZ, US, UK) with a strong focus on retention, new customer onboarding, loyalty, and personalized journeys.
* Own the new Klaviyo platform post-migration, leading all email, app push, and SMS automated lifecycle flows, segmentation, testing, and reporting.
* Create and maintain a robust customer segmentation strategy using first-party and behavioral data to deliver personalized experiences across lifecycle stages.
* Collaborate with paid media, trading, tech, data, and creative teams to align CRM strategy with broader performance promotions and content priorities.
* Manage and optimize our loyalty program market-specific across AU, NZ, US, EU/UK.
* Drive personalized customer journeys across our website, cart, and checkout stages using Nosto.
* Own reporting on CRM & loyalty KPIs, including open/click rates, deliverability, churn, CLTV, repeat purchase, and loyalty redemption.
* Lead A/B and multivariate testing across subject lines, content, CTAs, segmentation, and frequency.
* Coach and lead a CRM specialist and EDM builder offshore.
Requirements:
* 4+ years of experience in CRM lifecycle or email marketing roles, retail/e-com a must.
* Proficiency in Klaviyo email automation platforms and customer segmentation.
* Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
* Experience with A/B testing methodologies and campaign optimization.
* A collaborative problem solver who thrives in a fast-paced environment.
Benefits:
1. 50% staff discount, monthly staff sample sales, dog-friendly office, plus discounts at locations such as Peaches Pilates Studios and the Cinema.
2. Hybrid office environment, 2/3 days per week in-office.
3. Free 24/7 GP access through our Updoc employee healthcare benefit, including prescriptions and referrals sent straight to your phone.
4. Showpo-paid healthcare benefits when you need them.
5. Enjoy financial advice and discounts through our CommBank Workplace Banking Program.
6. We encourage our team to make time for fun, from games night and scavenger hunts to Friday bubbles and our I S**t Rainbows recognition program.
7. Your growth matters – you'll get a tailored development plan and opportunities to make real impact.
8. Plus brekkie bar, EAP mental health support, Showpo Coffee Club.
9. Paid parental leave.
10. What matters to us – we support The Hunger Project through our donations, staff sample sales, yearly edits, and awareness.
11. We are also the first workplace in Australia to be accredited as an Endometriosis Friendly Workplace.