Join to apply for the CRM & Loyalty Manager role at Officeworks2 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Direct message the job poster from OfficeworksAbout UsAt Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. We believe in doing incredible things every day. With nearly 10,000 team members and over 168 retail stores across Australia, we focus on offering a wide range, low prices, and great service. We foster innovation, teamwork, and community support, aiming to make a difference.About The RoleIn this role, you’ll own end-to-end CRM and loyalty strategies, from concept to execution, to boost customer lifetime value and deepen brand loyalty. Leveraging customer data and insights, you’ll drive targeted, personalized campaigns that enhance customer engagement and growth.Reporting to the Head of Online & Loyalty, leading a team of 9, you will design and deliver data-driven CRM and loyalty campaigns tailored to customer behaviors. Your goal will be to increase the number of known and marketable customers by capturing richer data and transforming it into actionable insights, thereby improving customer experiences and long-term growth.This is a fixed-term contract until May 2026, with flexible work arrangements between our Chadstone office and home. We are open to considering other locations for the right candidate.Key ResponsibilitiesLead the development and execution of integrated CRM and communication strategies to drive revenue, customer acquisition, retention, and increased shopping frequency.Design and implement CRM campaigns aligned with customer life stages and key initiatives across channels like email, direct mail, web, and app.Build and optimize customer segmentation models for smarter targeting and personalized messaging.Own loyalty initiatives from concept to delivery, using customer insights to increase lifetime value and brand loyalty.Enhance data collection and analysis to increase the percentage of known customer transactions, enabling more personalized experiences.Optimize promotion channels, including Flybuys and OnePass, analyzing ROI and profitability.About YouYou are a people-centric leader who inspires teams, fosters growth, and drives a positive culture. Your expertise in CRM and customer loyalty, combined with analytical and creative skills, will enable you to excel. You will also bring:10+ years in Direct and Digital Marketing, eCommerce, and Loyalty, with strong customer behavior insights.4+ years leading high-performing teams, promoting growth and innovation.Proven success in designing and optimizing loyalty programs with measurable ROI.Expertise in data-driven CRM strategies and personalized customer experiences.Experience managing or working with loyalty programs and agency partnerships.Skills in marketing technology platforms, including automation tools.Deep knowledge of CRM go-to-market strategies from planning to post-campaign analysis.Strong focus on customer acquisition, engagement, and retention to drive growth.Our CultureAt Officeworks, we value diversity and support our team’s uniqueness. We offer:An inclusive, supportive environmentFlexible working arrangementsFocus on wellbeing and safetyGenerous discounts at our stores and partnersOngoing training and career developmentIndustry-leading policies for families and wellbeingWe are committed to a safe, supportive workplace for all, encouraging applications from diverse communities including Indigenous Australians, LGBTQI+ individuals, and people with disabilities.Additional InformationSeniority level: Mid-Senior levelEmployment type: ContractJob function: OtherIndustry: Retail
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