Loyalty Specialist (CLV Growth) - Country Road Group

At Country Road Group, our Group Functions sit at the heart of our business, driving the success of our portfolio of distinctive brands and enabling them to do what they do best. Working across the business, you will play a vital role in shaping how we operate, grow, and innovate, bringing our strategy to life.

As the Loyalty Specialist - CLV Growth, you will help drive profitable customer behaviour change and customer lifetime value (CLV) growth by delivering targeted CRM and lifecycle marketing initiatives across our portfolio of brands. Working closely with the Loyalty Lead - CLV Growth, you will plan, build and execute personalised customer journeys across email, SMS and paid social, using marketing automation platforms to engage customers throughout their lifecycle.

You will combine data, technology and customer insights to identify opportunities, optimise campaign performance and contribute to measurable commercial outcomes. This is an exciting opportunity for someone who enjoys balancing hands-on campaign execution with analytical thinking and is passionate about creating meaningful customer experiences.

How You Will Contribute

• Plan, coordinate and execute customer lifecycle campaigns across onboarding, growth, retention and win-back journeys
• Build and deploy personalised campaigns, audiences, offers and automated customer flows using marketing automation platforms such as Klaviyo and Bloomreach
• Execute CRM campaigns across multiple channels including email, SMS and paid social
• Monitor customer cohort performance and identify opportunities to improve engagement, retention and customer lifetime value
• Analyse customer data and partner with Analytics and Data Science teams to translate insights into targeted lifecycle strategies
• Test and optimise lifecycle interventions through experimentation, including offer and messaging variations, to improve commercial outcomes
• Respond to changing trade priorities by scaling and adapting lifecycle activity to support brand sales and profit objectives
• Assist in implementing predictive customer models, including churn propensity and next best action, into CRM campaigns
• Measure, report and communicate the sales and profit impact of lifecycle marketing activity through regular reporting and performance analysis
• Contribute to the ongoing development of reporting, dashboards and customer insights that support data-driven decision making
• Stay informed on emerging CRM, loyalty and customer engagement trends, bringing new ideas and best practice to the team.

Capabilities We Value

• Up to 8 years' experience in CRM, Loyalty, Lifecycle Marketing or a related customer marketing role
• Demonstrated experience delivering multi-channel CRM campaigns using marketing automation platforms such as Klaviyo, Bloomreach or similar
• Strong analytical capability with experience interpreting customer data to identify trends, customer behaviours and commercial opportunities
• Experience working with customer segmentation, database marketing and trigger-based or event-driven marketing programs
• Ability to work collaboratively with Analytics and Data Science teams to implement customer insights and predictive models
• Strong commercial acumen with experience measuring campaign performance, ROI and incremental sales outcomes
• Excellent stakeholder management and communication skills, with the ability to present insights and recommendations to a broad range of audiences
• Proven experience working cross-functionally with Marketing, Digital, Customer Service, Legal and external agency partners
• Advanced proficiency in Microsoft Excel, PowerPoint and other reporting tools
• A curious, customer-first mindset with strong problem-solving skills and a passion for continuous improvement
• Tertiary qualifications in Marketing, Business, Commerce or a related discipline are preferred.

What We Offer

• Bi-annual product allowance, access to sample sales and 40% discount for you and your immediate family across all CRG brands
• Flex your leave your way, including birthday leave, volunteer leave, personal leave and more
• Access to health and wellbeing support, including Health Insurance, 24/7 EAP counselling, discounted gym memberships and financial advice services
• 18 weeks paid parental leave program for eligible employees with return-to-work clothing allowance
• Internal career opportunities across our House of Brands
• Annual learning calendar to support your ongoing development
• Support impactful community and charity partnerships across our House of Brands, including OCRF, Our Watch, First Nations Reconciliation, Movember, Red Cross and Landcare.

Who We Are

Country Road Group is one of Australia’s leading lifestyle brand houses, home to an iconic portfolio including Country Road, Trenery, Witchery, Mimco and Politix. United as One Team, we work collaboratively across our House of Brands to create exceptional product and meaningful experiences for our customers. We are Courageously Curious, exploring new ideas, perspectives and ways of working, and Driven by Purpose to make a positive impact - on our customers, our communities and each other. We’re proud to foster an inclusive culture where everyone feels they belong, can be themselves, and has the opportunity to grow.

Recognised as a sustainability leader in Australian fashion, Country Road Group drives positive change through ambitious climate action, ethical sourcing, and responsible product innovation.

We encourage you to explore our Current Opportunities and we look forward to connecting with you!

Country Road Group acknowledges the Traditional Owners of Country throughout Australia and recognises their continuing connection to lands, waters and communities. We pay our respects to Aboriginal and Torres Strait Islander cultures and to Elders past and present.

We’re committed to inclusion and accessibility. If we can support you with any adjustments at any stage, please let us know.