Customer Growth Manager

Colonial Group; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Colonial Group in Sydney is seeking a senior Customer Growth Manager to shape and lead our customer growth strategy across the Accent Group portfolio. You’ll own the customer lifecycle, drive loyalty, and turn data into measurable commercial outcomes, partnering with Brand GMs, Marketing, eCommerce and Digital teams.

The role emphasizes cross-brand lifecycle programs, lifecycle optimization from welcome to VIP, loyalty and win-back, with responsibility for reporting on known customer rate,

Qualifications

• Proven experience in CRM and lifecycle marketing.
• Strong understanding of customer retention, loyalty and customer value drivers.
• Experience working with CRM and customer data platforms such as Bloomreach, Amperity, Emarsys or similar.
• Strong analytical and commercial capability, with the ability to turn data into action.
• Experience developing and implementing customer growth or loyalty strategies.
• Proven ability to influence senior stakeholders across multiple teams or business units.
• Experience working across multiple brands, markets or business units.
• Experience managing customer technology vendors and agency partners.
• Retail, omnichannel or consumer experience is highly regarded.

Responsibilities

• Own Customer Growth Strategy for the Accent Group portfolio.
• Lead Customer Lifecycle & Loyalty programs across brands.
• Drive Customer Performance with reporting on key metrics and revenue impact.
• Own Customer Technology & Partnerships with technology vendors and platforms.
• Scale Best Practice by sharing insights and establishing repeatable playbooks.
• Influence & Align with Brand GMs, Marketing, eCommerce and Digital teams.

Skills

CRM

Lifecycle marketing

Analytics

Stakeholder influence

Multi-brand experience

Tools

Bloomreach

Amperity

Emarsys

Job description

Drive customer growth across an iconic portfolio of brands!

We’re looking for a commercially minded Customer Growth Manager to shape and lead our customer growth strategy across the Accent Group portfolio.

This is a senior role with the opportunity to influence how we acquire, identify, retain and grow customers across our brands. You’ll own the customer lifecycle strategy, drive loyalty and customer identification, and turn customer data and insights into measurable commercial outcomes.

You’ll work closely with Brand GMs, Marketing, eCommerce and Digital teams, while partnering with leading customer technology platforms including Bloomreach and Amperity.

What you’ll do

Own Customer Growth Strategy

• Develop and lead the customer growth roadmap across the portfolio.
• Identify and prioritise opportunities to improve acquisition, identification, retention and customer lifetime value.
• Build a clear customer growth framework that can be consistently applied across brands.
• Turn customer opportunities into commercially focused initiatives and actions.

Lead Customer Lifecycle & Loyalty

• Develop and optimise lifecycle programs across welcome, second purchase, post-purchase, VIP, loyalty, reactivation, win-back, referral and birthday journeys.
• Build clear lifecycle strategies for each brand to drive retention and customer value.
• Increase loyalty participation, engagement and customer identification across stores and digital channels.

Drive Customer Performance

• Own reporting across key customer growth metrics including known customer rate, marketing consent, second purchase, retention, loyalty participation and customer lifetime value.
• Measure revenue and incremental revenue generated through lifecycle programs.
• Translate customer data into clear commercial recommendations and actions.
• Establish visibility and accountability for customer growth across the portfolio.

Own Customer Technology & Partnerships

• Lead relationships with key customer technology providers including Bloomreach, Amperity, loyalty partners and other customer platforms.
• Own the customer technology roadmap and ensure platforms are delivering measurable business value.
• Drive vendor accountability across adoption, utilisation, delivery and outcomes.
• Identify opportunities to maximise existing technology capabilities before investing in new platforms.

Scale Best Practice

• Identify successful customer initiatives and opportunities across brands.
• Develop repeatable customer growth playbooks and frameworks.
• Share insights and best practice across the portfolio, creating consistency and scale.
• Ensure brands can leverage proven approaches rather than solving the same challenges independently.

Influence & Align

• Partner with Brand GMs, eCommerce, Marketing and Digital teams to embed customer growth into planning and trading conversations.
• Create clear ownership and accountability around customer growth priorities.
• Act as the key link between brands, internal teams, agencies and technology partners.

What you’ll bring

We’re looking for someone who combines strong commercial thinking with hands‑on customer growth, CRM and lifecycle experience.

• Proven experience in CRM and lifecycle marketing.
• Strong understanding of customer retention, loyalty and customer value drivers.
• Experience working with CRM and customer data platforms such as Bloomreach, Amperity, Emarsys or similar.
• Strong analytical and commercial capability, with the ability to turn data into action.
• Experience developing and implementing customer growth or loyalty strategies.
• Proven ability to influence senior stakeholders across multiple teams or business units.
• Experience working across multiple brands, markets or business units.
• Experience managing customer technology vendors and agency partners.
• Retail, omnichannel or consumer experience is highly regarded.

Why Join Us?

This is an opportunity to shape customer growth across one of Australia’s leading retail groups, working across a portfolio of iconic brands and some of the most important customer and digital initiatives in the business.

You’ll have the opportunity to build the strategy, influence senior stakeholders and create scalable programs that directly impact customer retention, loyalty and commercial performance.