CRM Manager

Officeworks; City of Monash; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Employee discounts across Wesfarmers &

Flexible working options

Learning & development programs

Employee Assistance Program (EAP)

Sharing in company benefits

Job summary

Officeworks in Melbourne seeks an experienced CRM Manager on a 12 month fixed term contract to lead strategy, execution and optimisation of our customer relationship program. You will use data, technology and insights to create personalised, high-impact campaigns that grow customer value and retention.

Working with Marketing, Commercial, Digital and Analytics, you’ll lead a high-performing CRM function while evolving communications, campaign performance and automation capabilities to drive

Qualifications

• 10+ years in CRM, direct or digital marketing with leadership experience.
• Strong expertise in CRM strategy and lifecycle marketing.
• Hands-on with marketing automation and CRM platforms (Adobe Marketing Suite highly regarded).
• Commercially minded with strong analytical capability and ability to translate insights into actions.

Responsibilities

• Develop and execute the CRM strategy and annual campaign roadmap aligned to business objectives.
• Lead end-to-end delivery of multi-channel CRM campaigns across email, app, web and direct mail.
• Drive segmentation, personalization and lifecycle marketing to improve acquisition, retention and spend.
• Analyse campaign performance and customer insights to optimise results through testing and iteration.
• Manage CRM budgets, partners and delivery while ensuring privacy and compliance.
• Lead, coach and develop the CRM team and build relationships across the business.

Skills

CRM strategy

Data-driven marketing

Marketing automation

Stakeholder management

Campaign optimization

Team leadership

Analytical capability

Tools

Adobe Marketing Suite

Job description

About Us

At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day. Fast paced. Innovative. Inspiring. With close to 10,000 team members and a national footprint of more than 173 retail stores Australia wide – we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

About The Role

We're looking for an experienced CRM Manager on a 12 month fixed term contract to lead the strategy, execution and optimisation of our customer relationship management program. This is an exciting opportunity to use data, technology and customer insights to create personalised, high-impact campaigns that grow customer value, increase retention and drive commercial outcomes. Working closely with cross-functional teams across Marketing, Commercial, Digital and Analytics, you'll lead a high-performing CRM function while continuously evolving our customer communications, campaign performance and automation capabilities.

What You’ll Be Doing

• Develop and execute the CRM strategy and annual campaign roadmap aligned to business and marketing objectives.
• Lead the end-to-end delivery of multi-channel CRM campaigns across email, app, web, direct mail and other customer touchpoints.
• Drive customer segmentation, personalisation and lifecycle marketing to improve acquisition, retention, frequency and spend.
• Analyse campaign performance and customer insights to optimise results through continuous testing and improvement.
• Manage CRM budgets, agency partners and campaign delivery while ensuring privacy and compliance requirements are met.
• Lead, coach and develop the CRM team while building strong relationships with stakeholders across the business.

About You

• 10+ years’ experience in CRM, direct or digital marketing, including leadership of high-performing teams
• Strong expertise in CRM strategy, customer lifecycle marketing, and data-driven campaign management
• Hands‑on experience with marketing automation and CRM platforms (Adobe Marketing Suite highly regarded)
• Commercially minded with strong analytical capability and ability to translate insights into actionable strategies
• Excellent stakeholder management, communication, and project delivery skills across multiple business functions
• A proactive, collaborative leader who thrives in fast‑paced, customer‑focused environments

Our culture

At Officeworks, we operate best when our team represents the communities we serve. We proudly commit to providing a safe and supportive work environment for our team.

Benefits

• We’re all about giving you the flexibility you need to keep things balanced to suit your individual needs.
• Enjoy generous discounts across Officeworks, Geeks2U, Bunnings, Kmart, Target and the wider Wesfarmers brands.
• Access to our Officeworks benefits program for exclusive discounts and perks across entertainment, travel, lifestyle, and health.
• Our Growing Families Policy supports team members during the exciting and challenging times of expanding their family
• We prioritise safety, mental health and wellbeing, offering access to our Employee Assistance Program (EAP) as well as other ongoing programs
• Our Flexible Public Holidays Policy supports those who observe cultural or religious holidays different from the standard public holidays in Australia
• Take advantage of outstanding learning and development programs to support your career growth
• Explore fantastic career opportunities across the broader Wesfarmers Group.

We encourage applications from all candidates of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), people with disabilities, and the LGBTQI+ community.