Head of Membership & CRM
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 help people live, learn, work, and play better by offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices. Our 300+ store network, online presence, and commercial division, JB Hi-Fi Business, deliver unbeatable value, world‑class brands, and exceptional customer service.
Why Join JB Hi-Fi?
* Fast‑paced and exciting environment where diversity is celebrated and creativity and ideas are valued.
* Competitive remuneration recognising effort, which may include generous sales commission and other fantastic incentives.
* Opportunities for career growth and comprehensive training and development programs across the JB Hi‑Fi Group.
* Access to discounts across the JB Hi‑Fi Group, including the Beny team‑member benefits app with exclusive offers and wellbeing perks.
* 12 weeks paid parental leave for eligible primary carers and hybrid working models for eligible roles.
* Employee Assistance Program (EAP) providing counselling and wellbeing resources for team members and families.
* Helping Hands workplace‑giving program that has raised millions for charity partners.
* Commitment to sustainability, aiming for net‑zero carbon emissions by 2030.
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—driving revenue, loyalty, and long‑term customer value across the business. You will lead a data‑driven, customer‑centric team to ensure our membership program is compelling, differentiated, and executed consistently across digital and in‑store touchpoints. Commercial acumen and executional excellence are equally important.
Key Responsibilities
* Set the strategic direction for membership and CRM, ensuring alignment with 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 that support membership and personalisation goals.
* Manage key partner and agency relationships.
* Own 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 CDP, CRM, personalisation engines, and marketing automation platforms.
* Experience working cross‑functionally to deliver communication programs and introduce new technology.
* Strong analytical skills and ability to 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 written and verbal communication skills.
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
Location: Melbourne, Victoria, Australia
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