CRM & Loyalty Manager

Wesfarmers Health; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Employee discounts

Professional development

Novated leasing options

Employee Assistance Program (EAP)

Onsite gym and wellness facilities

Job summary

Wesfarmers Health is seeking an experienced CRM & Loyalty Manager to join our Loyalty & CRM team and shape customer engagement across Priceline Pharmacy, atomica and Pulse Rewards.

You will lead the CRM roadmap, content strategy and lifecycle programs across email, SMS and owned channels, reporting to the Senior Manager Loyalty & CRM. The role involves building a high-performing team, leveraging data, technology and partners to drive loyalty growth while aligning with privacy and compliance.

Qualifications

• Proven CRM, loyalty or lifecycle marketing experience.
• Strong email and SMS marketing program ownership.
• Experience with marketing automation platforms and data-driven campaigns.
• Knowledge of privacy, consent management and data governance.

Responsibilities

• Lead customer lifecycle strategy, segmentation and journey development.
• Oversee end-to-end email, SMS and loyalty communications across channels.
• Own consent governance and privacy compliance.
• Translate data into actionable insights and optimization opportunities.
• Lead and develop CRM, campaign and communications teams and cross-functional partnerships.
• Manage CRM technology vendors and platform implementations.
• Champion automation and AI-enabled marketing to improve effectiveness.

Skills

CRM & Loyalty

Email Marketing

Data Analytics

Campaign Management

Personalisation

Project Management

Privacy & Compliance

Stakeholder Collaboration

Education

Bachelor degree in Marketing, Business, Commerce or related discipline

Tools

Braze

Insider

Salesforce Marketing Cloud

Job description

At Wesfarmers Health we strive to make health, beauty and wellness experiences simpler, more affordable and easier to access for all Australians.

Our portfolio includes well‑known names like Priceline, Australian Pharmaceutical Industries, as well as our MediAesthetics brands - Clear Skincare Clinics and SILK Laser Clinics. In the digital space, we’re proud to have SISU Health and InstantScripts—and most recently, we’ve launched our newest retail beauty stores, atomica.

About us:

What began in 1910 as a small co‑operative of just three pharmacies has grown into Wesfarmers Health—a leading Australian organisation in health, beauty, and wellness.

Today, Wesfarmers Health proudly employs over 3,600 team members, all committed to delivering accessible, innovative, and trusted health and beauty services to Australians nationwide, across retail, medi‑aesthetics, digital health, and wholesale and supply chain operations.

What you’ll do:

We’re looking for an experienced CRM & Loyalty Manager to join our Loyalty & CRM team and play a key role in shaping the future of customer and member engagement across Priceline Pharmacy, atomica and Pulse Rewards.

As Pulse Rewards evolves into a multi‑brand loyalty coalition, you’ll lead the CRM roadmap, loyalty communications and content strategy and customer lifecycle program, creating relevant and personalised experiences across email, SMS and other owned channels.

Reporting to the Senior Manager Loyalty & CRM, you’ll lead a team responsible for CRM strategy, content, trade communications, personalisation, campaign optimisation and customer experience, while using data, technology and automation to drive loyalty growth, engagement and commercial outcomes.

In this role, you will:

• Lead customer lifecycle strategy, segmentation, personalisation and journey development, using customer insights to continually improve engagement and retention
• Take accountability for the end‑to‑end performance and delivery of email, SMS and loyalty communications, spanning trade, content, retail media, lifecycle and Pulse Rewards campaigns
• Lead customer consent strategy and governance, ensuring CRM activity aligns with privacy requirements and customer data best practice
• Own CRM performance reporting and optimisation, translating customer and campaign data into actionable insights and opportunities
• Lead and develop the CRM, campaign and communications team, while building strong partnerships across Marketing, eCommerce, Data, Technology and Retail Media
• Manage CRM technology and delivery partners, including Braze and Insider, and support platform implementation and optimisation
• Champion marketing automation, AI and emerging technologies to create more personalised customer experiences while improving CRM effectiveness and operational efficiency

What you’ll bring:

• Demonstrated experience in CRM, loyalty, customer marketing or lifecycle marketing, preferably within retail, eCommerce or loyalty program
• Strong commercial and analytical mindset, with experience using CRM channels, including eDM and SMS, to influence customer behaviour, drive sales, improve customer lifetime value and deliver against commercial targets
• Experience managing CRM platforms and marketing automation technology (such as Braze, Insider, Salesforce Marketing Cloud or similar).
• Strong CRM, loyalty and customer lifecycle marketing expertise, including segmentation, personalisation and journey design
• Demonstrated accountability for email and SMS marketing programs, including campaign planning, contact strategy, performance optimisation and operational governance
• Experience managing CRM technology vendors, agency partners and platform implementation projects
• Strong project management, prioritisation and organisational skills, with the ability to manage multiple initiatives simultaneously
• Knowledge of privacy legislation, consent management, customer data governance and best‑practice marketing compliance frameworks
• Curiosity and enthusiasm for emerging CRM technologies, automation and AI‑enabled marketing capabilities
• Bachelor degree in Marketing, Business, Commerce or a related discipline preferred; equivalent practical experience in loyalty, CRM, digital, retail or customer marketing will also be considered

Why us?

• Access to employee benefits across Wesfarmers including team member discounts at Bunnings, Kmart, Target, Officeworks, OnePass, Priceline, atomica, Clear Skincare Clinics and Instant Scripts
• Ongoing professional development and career opportunities across the Wesfarmers Health Division and the broader Wesfarmers Group
• Novated leasing options
• Access to our Employee Assistance Program (EAP) - available to all team members and their immediate family members, 24/7, 365 days a year
• Beautiful outdoor terrace for work and recreation
• Food, coffee and health & wellbeing facilities onsite including a landlord operated gym
• Dedicated end of trip facilities (cycle racks, showers, lockers)

Aboriginal and Torres Strait Islander Applicants

Wesfarmers Health aims to become an employer of choice for First Nations Australians, through investments that attract, empower and retain First Nations team members within our stores, distribution centres, clinics and corporate offices.

As part of the Wesfarmers group, we provide authentic support through a diverse range of programs and initiatives, designed to empower you on your journey towards personal achievement and professional advancement.

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