Group CRM & Loyalty Manager

Austin Group; City of Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Free onsite parking

Work from home Fridays

Product allowance

Brand discounts

Job summary

Austin Group is seeking a Group CRM & Loyalty Manager to lead CRM strategy across GAZMAN, Perri Cutten, and Cable. You will shape personalised customer journeys, drive retention, and unlock growth by leveraging data insights and marketing automation.

Join a family-owned Australian fashion group investing in digital capability. The role offers hybrid work options, collaboration with senior stakeholders, and a clear path to develop a high-performing CRM team across iconic brands.

Qualifications

• 5+ years of experience in a CRM leadership or strategy role, ideally within retail.
• Relevant tertiary qualification in Marketing, Business, Commerce, or a related discipline.
• Strong expertise in CRM strategy, marketing automation, customer lifecycle programs, and email marketing.
• Proven experience using customer data and insights to drive retention, engagement, and revenue growth.
• Demonstrated success in segmentation, personalisation, and re-engagement strategies.
• Strong commercial acumen, analytical capability, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Highly adaptable, self-motivated, and capable of managing competing priorities.
• Confidence in adopting new technologies and leveraging digital capabilities to improve customer outcomes.

Responsibilities

• Developing and executing integrated CRM strategies across email, SMS, and digital channels to drive customer retention, engagement, and sales.
• Leading acquisition, retention, re-engagement, and lifecycle marketing strategies across GAZMAN, Perri Cutten, and Cable.
• Leveraging customer insights, segmentation, and reporting to optimise campaign performance and customer experience.
• Identifying commercial opportunities and building business cases that drive growth and customer value.
• Owning and optimising CRM platforms, marketing automation capabilities, and database health.
• Collaborating with Marketing, eCommerce, and Creative teams to deliver aligned and impactful customer communications.
• Ensuring strong data governance, compliance, and best-practice CRM processes.
• Educating and influencing stakeholders on CRM strategy, customer engagement, and loyalty initiatives.
• Leading, mentoring, and developing a high-performing CRM team.

Skills

CRM leadership

CRM strategy

Marketing automation

Customer lifecycle

Email marketing

Data insights

Stakeholder management

Communication

Education

Marketing degree

Job description

he Role

The Role

Exciting things are happening at Austin Group. As we enter a significant period of growth and transformation, we are seeking an exceptional Group CRM & Loyalty Manager to join our team.

In this pivotal role, you will lead the strategy that drives customer retention, customer lifetime value, and brand loyalty across GAZMAN, Perri Cutten, and Cable. Working closely with senior stakeholders, you'll shape personalised customer experiences, unlock commercial opportunities, and help build a more connected, customer-centric business.

Join us at an exciting time as we invest in the future of customer engagement, loyalty, data, and digital capability across our portfolio of iconic Australian brands.

You will add significant value through:

• Developing and executing integrated CRM strategies across email, SMS, and digital channels to drive customer retention, engagement, and sales.
• Leading acquisition, retention, re-engagement, and lifecycle marketing strategies across GAZMAN, Perri Cutten, and Cable.
• Leveraging customer insights, segmentation, and reporting to optimise campaign performance and customer experience.
• Identifying commercial opportunities and building business cases that drive growth and customer value.
• Owning and optimising CRM platforms, marketing automation capabilities, and database health.
• Collaborating with Marketing, eCommerce, and Creative teams to deliver aligned and impactful customer communications.
• Ensuring strong data governance, compliance, and best-practice CRM processes.
• Educating and influencing stakeholders on CRM strategy, customer engagement, and loyalty initiatives.
• Leading, mentoring, and developing a high-performing CRM team.

What we're looking for:

• 5+ years' experience in a CRM leadership or strategy role, ideally within retail.
• Relevant tertiary qualification in Marketing, Business, Commerce, or a related discipline.
• Strong expertise in CRM strategy, marketing automation, customer lifecycle programs, and email marketing.
• Proven experience using customer data and insights to drive retention, engagement, and revenue growth.
• Demonstrated success in segmentation, personalisation, and re-engagement strategies.
• Strong commercial acumen, analytical capability, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Highly adaptable, self-motivated, and capable of managing competing priorities.
• Confidence in adopting new technologies and leveraging digital capabilities to improve customer outcomes.

At Austin Group we provide:

• A competitive salary package
• Free onsite parking in our Malvern office
• The flexibility to work from home each Friday
• A generous product allowance and 50% discount across GAZMAN, Cable and Perri Cutten
• A commitment to invest in ongoing professional training and development
• The opportunity to build your career with a successful, established, and trusted Australian brand
• A friendly, motivating, and rewarding team environment, where achievements are recognised

Who We Are

Austin Group is one of Australia’s leading fashion groups—proudly family-owned and home to iconic brands GAZMAN, Cable and Perri Cutten.

We connect with customers through more than 140 stores and over 150 wholesale partners across Australia and New Zealand. Proud of our heritage and firmly focused on the future, we are investing in our people, technology and capabilities to create a more connected, innovative and AI-enabled business.

Our Culture

Our culture is authentic, collaborative and ambitious. We encourage our people to challenge ideas, explore new possibilities and make a meaningful impact.

Employee testimonials

“I’m proud to be part of a brand that inspires me to grow as both a leader and an individual. After 27 years in the industry, the support, passion, and drive across the business is unmatched. I’m excited to lead our Cable team into the next chapter of the brand”. - Belinda | GM Cable Melbourne

“Working at Austin Group has been a refreshing experience. From day one I’ve felt part of a supportive, collaborative, family-run business with room to grow, try new things and make a real impact in a fast-paced, energising environment.” — Jamie | Support Offic