CRM Lifecycle Specialist

At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With close to 10,000 team members and a national footprint of more than 173 retail stores Australia wide - we're focused on delivering a wide range, low price and great service. We're about inspiring new ideas and thinking outside the box. We're about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We're about teaching a customer something new and supporting the community. We're about making a difference.

About the role

We're looking for a CRM Lifecycle Specialist on a 12-month fixed term contract, who is passionate about creating personalised customer experiences that drive engagement, loyalty and long-term customer value.

Reporting to the CRM Manager, you'll take ownership of the delivery, optimisation and evolution of automated customer lifecycle programs across email and app channels. This is a hands-on role where you'll blend data, technology and creativity to build highly targeted campaigns that deliver measurable commercial outcomes.

Working closely with teams across Marketing, Digital, Analytics, Technology and Commercial, you'll play a key role in shaping how we connect with millions of customers throughout their journey ensuring every interaction is relevant, timely and impactful.

What You'll Be Doing

No two days are the same, but you'll typically:

• Design, build and continuously optimise automated customer lifecycle journeys across email and app channels.
• Deliver targeted CRM campaigns that drive customer engagement, retention, loyalty and revenue growth.
• Develop audience segments and personalised communications using behavioural, transactional and customer data.
• Analyse campaign performance, conduct A/B testing and uncover opportunities to improve customer and business outcomes.
• Partner with Marketing, Digital, Analytics and Technology teams to deliver seamless, customer-centric experiences.
• Build, test and deploy campaigns using marketing automation platforms, ensuring quality and accuracy at every stage.
• Identify opportunities to enhance CRM capabilities, streamline processes and improve campaign effectiveness.
• Stay current with CRM, personalisation and lifecycle marketing trends to drive continuous improvement and innovation

About you

You're equally comfortable diving into campaign execution as you are thinking strategically about how to improve the customer experience. You enjoy working with data, solving problems and collaborating with a broad range of stakeholders to deliver results.

You'll bring:

• Demonstrated experience in CRM, Lifecycle Marketing, Marketing Automation or a similar customer marketing role.
• Proven experience designing and optimising automated customer journeys at scale.
• Strong capability in customer segmentation, personalisation and audience targeting.
• Confidence analysing campaign performance and translating data-driven insights into meaningful action.
• Hands-on experience with marketing automation platforms such as Adobe Campaign, Salesforce Marketing Cloud or similar.
• Excellent stakeholder management and collaboration skills, with the ability to influence across multiple teams.
• Strong organisational skills and the ability to manage multiple initiatives and competing priorities.
• A commercially minded approach, with genuine curiosity about customer behaviour and what drives engagement.
• Experience with Adobe Analytics, Power BI, Figma or retail/customer loyalty programs will be highly regarded, but not essential.

Our culture

If you're searching for an organisation that's truly committed to its people, where you can thrive in a culture of togetherness, then join Officeworks and let's make bigger things happen - for all of us! We celebrate our teams' uniqueness by offering genuine team member benefits to the Officeworks family:

• We're all about giving you the flexibility you need to keep things balanced to suit your individual needs.
• Enjoy generous discounts across Officeworks, Geeks2U, Bunnings, Kmart, Target and the wider Wesfarmers brands.
• Access to our Officeworks benefits program for exclusive discounts and perks across entertainment, travel, lifestyle, and health.
• Our Growing Families Policy supports team members during the exciting and challenging times of expanding their family
• We prioritise safety, mental health and wellbeing, offering access to our Employee Assistance Program (EAP) as well as other ongoing programs
• Our Flexible Public Holidays Policy supports those who observe cultural or religious holidays different from the standard public holidays in Australia
• Take advantage of outstanding learning and development programs to support your career growth
• Explore fantastic career opportunities across the broader Wesfarmers Group.

At Officeworks, we operate best when our team represents the communities we serve. We proudly commit to providing a safe and supportive work environment for our team. We encourage applications from all candidates of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), people with disabilities, and the LGBTQI+ community.