CRM Lead

The Talent Mill AU & NZ - Designer, Luxury, Fashion Retail Recruitment; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

The Talent Mill AU & NZ - Designer, Luxury, Fashion Retail Recruitment partners with a fast-growing Australian women’s fashion retailer to recruit a Senior CRM & Retention Lead. Based in Sydney, this on-site role owns the customer lifecycle and drives loyalty and long-term value.

You will lead email/SMS strategy, build automated journeys and develop sophisticated segmentation to boost repeat purchases and CLV.

Qualifications

• 5+ years’ experience in CRM, lifecycle or retention marketing.
• Experience in fashion / beauty or high-growth DTC eCommerce preferred.
• Strong copywriting and data-driven decision making.

Responsibilities

• Own CRM and retention strategy across the full customer lifecycle.
• Lead email and SMS strategy, campaign planning and execution.
• Build and optimise automated journeys (welcome, browse, cart, post-purchase, win-back, VIP).
• Develop segmentation and personalisation strategies.
• Own and evolve loyalty program to boost engagement.
• Analyse cohorts and data to identify retention opportunities.
• Lead A/B testing across campaigns, flows, offers and timing.
• Report on CRM performance and commercial outcomes.
• Identify new opportunities to strengthen loyalty.

Skills

Klaviyo

Shopify Plus

Automation

Segmentation

Personalisation

Copywriting

Loyalty programs

Affiliate marketing

Tools

Klaviyo

Shopify Plus

Job description

A fast-growing Australian women’s fashion retailer with a highly engaged customer community, strong digital presence and exciting momentum across eCommerce and retail.

Female-founded and led, the business has built a genuinely collaborative and energetic culture where ideas move quickly, people are trusted with ownership and the team remains closely connected to the customer.

As the brand continues to scale, they are looking for a commercially minded Senior CRM & Retention Lead to take ownership of the customer lifecycle and drive repeat purchase, loyalty and long-term customer value.

The Role |

This is a highly influential, hands‑on role focused on understanding customer behaviour and turning those insights into meaningful commercial growth.

You will own CRM and retention strategy end‑to‑end, from identifying opportunities within customer data through to building, executing and continually optimising the activity that brings customers back more often.

You will:

• Own CRM and retention strategy across the full customer lifecycle.
• Lead email and SMS strategy, campaign planning and execution.
• Build and optimise automated journeys across welcome, browse, cart, post‑purchase, win‑back, VIP and reactivation.
• Develop sophisticated customer segmentation and personalisation strategies.
• Own and evolve the loyalty program to increase engagement and repeat purchase.
• Analyse customer cohorts and behavioural data to identify retention opportunities.
• Drive initiatives focused on purchase frequency, repeat customer rate and customer lifetime value.
• Lead A/B testing across campaigns, flows, offers, messaging and timing.
• Manage affiliate marketing and partner performance.
• Report on CRM performance, customer behaviour and broader commercial outcomes.
• Continually identify new opportunities to strengthen customer loyalty and retention.

The Skillset |

We’re looking for an experienced CRM, lifecycle or retention marketer with 5+ years’ experience, ideally gained within fashion, beauty, lifestyle or a high‑growth DTC eCommerce environment.

You will bring:

• Strong hands‑on experience with Klaviyo.
• Strong eCommerce experience and confidence working within Shopify Plus.
• A deep understanding of automation, segmentation and personalisation.
• Strong commercial instincts and an ability to connect customer behaviour with revenue outcomes.
• Confidence analysing customer data, cohorts and CRM performance.
• Experience developing lifecycle journeys and retention strategies from the ground up.
• Strong copywriting skills and exceptional attention to detail.
• An ability to take an idea from strategy through execution, testing and optimisation.
• Experience across loyalty programs and affiliate marketing will be highly regarded.
• A proactive, curious mindset and confidence operating with a high level of ownership.

Above all, you will be someone who genuinely loves understanding the customer — what keeps them engaged, what makes them return and where the next opportunity for growth lies.

The Offer |

This is an opportunity to join one of Australia’s exciting growing fashion businesses and take genuine ownership of a function that will play an increasingly important role in its next stage of growth.

You’ll join a female-founded business with a close-knit, high‑performing culture, working alongside a collaborative team where ideas can be implemented quickly and your impact will be highly visible.

The role is based in Sydney and is five days on‑site, offering the opportunity to be deeply connected to the brand, product, customer and wider team.

If you’re looking for a senior CRM and retention opportunity where you can combine commercial strategy, customer insight and hands‑on execution within a fast-moving fashion environment, we’d love to hear from you.