CRM & Loyalty Manager

About UsElite Supplements is Australia’s fastest growing sports and nutrition supplement brand, with over 150 locations nationwide and a strong online presence. The company’s mission is to empower individuals to make informed supplementation choices that support their health, fitness, and wellbeing goals. Elite Supplements offers a wide range of cutting-edge products, including protein, vegan supplements, amino acids, pre-workout, weight management, recovery, and general wellness lines, sourced from leading Australian and international brands. The business is driven by fast service, competitive pricing, and detailed product information, making it a go-to destination for bodybuilders, athletes, and everyday fitness enthusiasts. As a trend-setting lifestyle brand, Elite Supplements provides growth opportunities for team members in a dynamic, customer-focused environment. Job OverviewElite Supplements is looking for a CRM & Loyalty Manager to take ownership of how we engage, retain and grow our customer base. This is an exciting opportunity for someone currently working as a CRM, Loyalty, Lifecycle or Marketing Automation Specialist who is ready to take the next step in their career and own a rapidly growing function.
With customers shopping across our national retail network and eCommerce business, you'll help us turn customer data into better, more personalised experiences that increase engagement, purchase frequency and long-term customer value. A major focus of the role will be the ongoing launch and growth of our loyalty program, creating a stronger connection between our customers, stores, digital channels and the Elite Supplements brand. ResponsibilitiesCRM & Lifecycle Marketing· Own the day-to-day CRM and customer lifecycle strategy across email, SMS, push notifications and other direct channels.· Build and optimise automated customer journeys including welcome, post-purchase, replenishment, win-back, reactivation and loyalty journeys.· Develop customer segmentation strategies based on purchase behaviour, engagement, lifecycle stage and value.· Work with the broader marketing team to integrate CRM into major campaigns, product launches and promotional activity.· Build a structured CRM communications calendar that balances commercial activity with useful, relevant customer content.· Continually test messaging, offers, timing, frequency and segmentation to improve performance.Loyalty· Help lead the growth and ongoing development of the Elite Supplements loyalty program.· Develop strategies to increase member acquisition, engagement, purchase frequency and redemption.· Build targeted campaigns for different loyalty segments and customer groups.· Develop initiatives around points, status tiers, member exclusives, rewards and personalized offers.· Identify opportunities to make loyalty a meaningful part of the in-store customer experience, not simply an eCommerce program.· Work closely with Retail Marketing and Operations to drive loyalty participation across our store network.· Monitor loyalty behaviour and identify opportunities to improve member retention and value.Customer Data & Insights· Use customer data to identify actionable insights and commercial opportunities.· Develop customer segments using behavioural, transactional and engagement data.· Help build our approach to RFM and lifecycle segmentation.· Analyze customer retention, repeat purchase behaviour, frequency, average order value and lifetime value.· Build simple reporting and dashboards that clearly communicate CRM and loyalty performance.· Turn customer insights into recommendations and campaigns rather than simply reporting the numbers.Test, Learn & Improve· Develop a regular testing roadmap across CRM and loyalty.· Run A/B tests across subject lines, creative, offers, send times, journeys and customer segments.· Measure incremental impact wherever possible rather than relying solely on attributed revenue.· Identify underperforming journeys and continuously optimize them.· Stay across emerging CRM, loyalty and marketing automation trends and bring new ideas into the business.
QualificationsWe're deliberately not looking for someone with 10+ years of experience. This role could be perfect for someone who has spent the last few years building strong specialist-level experience and is now ready to take ownership of a CRM and loyalty function.Ideally, you'll have:· Approximately 2-4 years' experience in CRM, lifecycle marketing, loyalty, retention or marketing automation.· Experience working hands-on with a CRM, CDP, email marketing or marketing automation platform.· Experience building automated customer journeys and campaigns.· A good understanding of segmentation and customer lifecycle marketing.· Strong analytical skills and confidence working with customer and campaign data.· Experience with email and ideally SMS and/or push notifications.· An understanding of loyalty programs, retention marketing or customer value would be highly regarded.· Experience in retail, eCommerce, consumer brands or another high-frequency purchase category would be advantageous.· Strong attention to detail and the ability to manage multiple campaigns and deadlines.· A commercial mindset - you understand that CRM ultimately needs to influence customer behaviour and business performance.
What Success Looks LikeYou'll help us create a CRM and loyalty function that:· Grows our active loyalty membership.· Increases identified customers across our retail network.· Improves repeat purchase rate and purchase frequency.· Increases loyalty member engagement and redemption.· Improves customer retention and reactivation.· Increases the contribution of automated lifecycle communications.· Creates more personalised and relevant customer experiences.· Gives the wider business a clearer understanding of our customers and their behaviour. Title: CRM & Loyalty ManagerLocation: SydneyType: Full TimeProposed Salary: $140k