CRM & Loyalty Manager

Macpeople; Sydney; Hybrid; AUD 130,000 - 140,000; Full time

Job summary

Macpeople, Sydney-based, is seeking a CRM & Loyalty Manager to own lifecycle strategy across email, SMS and web push. You’ll lead a fast-growing wellness brand’s retention program, work hands-on with Klaviyo flows, segmentation and testing, and mentor a CRM & Lifecycle Specialist.

With 250,000+ customers globally and a hybrid Sydney CBD office, this role offers ownership, data-driven growth, and collaboration with senior leaders to shape retention strategy across AU, US, UK, and Canada.

Qualifications

• Hands-on Klaviyo experience essential.
• CRM, lifecycle or retention in ecommerce/DTC.
• Experience across email and SMS; web push a plus.
• Proven track record building automated journeys that drive revenue.
• Strong segmentation, testing and reporting capabilities.
• Commercial mindset; data-driven decision making.
• Experience mentoring a junior CRM team member.

Responsibilities

• Own CRM and lifecycle strategy across email, SMS and web push.
• Build and optimise Klaviyo flows (welcome, cart, post-purchase, etc.).
• Drive segmentation and audience strategy to boost retention and LTV.
• Manage CRM campaign calendar and creative direction.
• Lead and mentor a CRM & Lifecycle Specialist.
• Develop ongoing A/B and incrementality testing across flows.
• Analyze CRM performance and identify growth opportunities.
• Track metrics like LTV, repeat purchases, churn, deliverability.
• Collaborate with creative/content teams for on-brand communications.
• Identify new automation opportunities as business scales.

Skills

Klaviyo

CRM/Retention

Email & SMS

Segmentation

A/B testing

Data-driven

Mentoring

LTV & Churn

Shopify

GA4

Tools

Shopify

GA4

Job description

Sydney CBD | Full-Time | Hybrid | Salary range $130k - 140k + Super

Ready to take ownership of CRM for one of Australia’s fastest-growing premium wellness brands?

This is an exciting opportunity for a CRM & Loyalty Manager to join a rapidly scaling global eCommerce business and lead its retention strategy across email, SMS and web push.

You’ll own the lifecycle strategy, get hands-on with Klaviyo flows, segmentation and testing, and lead a CRM & Lifecycle Specialist. With a global customer base of 250,000+ and plenty of growth still ahead, you’ll have the opportunity to make a genuine commercial impact while helping shape the future of the retention function.

Responsibilities:

• Own CRM and lifecycle strategy across email, SMS and web push
• Build and optimise Klaviyo flows across welcome, abandoned cart, post-purchase, replenishment, win-back and more
• Drive segmentation, personalisation and audience strategy to improve retention, repeat purchase and LTV
• Own the CRM campaign calendar and set the strategy and creative direction for key sends
• Lead and mentor a CRM & Lifecycle Specialist
• Develop an ongoing A/B and incrementality testing programme across flows and campaigns
• Analyse CRM performance and turn data into clear opportunities for growth
• Track key metrics including LTV, repeat purchase, churn, engagement, deliverability and flow vs campaign revenue
• Partner with creative and content teams to deliver engaging, on-brand lifecycle communications
• Identify new automation and retention opportunities as the business continues to scale globally

The successful candidate will have:

• Strong, hands-on Klaviyo experience – this is essential
• Proven CRM, lifecycle or retention experience within eCommerce/DTC
• Experience across email and SMS, with web push highly regarded
• A track record of building and optimising automated journeys that drive revenue and retention
• Strong segmentation, testing and reporting capability
• A commercial mindset and confidence using data to make decisions
• Experience managing or mentoring a junior CRM team member, or readiness to take that next step
• Strong knowledge of CRM metrics including LTV, CVR, CTR, churn and deliverability
• Experience with Shopify and GA4 would be advantageous
• Experience within wellness, lifestyle or another premium consumer brand would be a bonus

Why you’ll want this role:

• Join a fast-growing Australian brand with a significant global footprint
• Take real ownership of CRM and help shape the retention strategy from here
• Work with an established customer base of 250,000+ worldwide
• Gain exposure across AU, US, UK and Canadian markets
• Work closely with senior leadership and founders in a business where you can have genuine influence
• Strong career progression as the business continues to scale
• Work from an impressive Sydney CBD wellness-focused HQ with natural light, stand-up desks, a curated tea bar, gourmet coffee and more
• Join a high-energy, collaborative team where wellness, creativity and culture are genuinely valued

If you know Klaviyo inside out, love finding new ways to turn customer data into growth, and want the opportunity to own CRM within a rapidly scaling global brand, we’d love to hear from you.