Group CRM & Loyalty Manager

GAZMAN; City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Free onsite parking

Work from home Fridays

Discount across Gazman, Cable and PPer

Job summary

Austin Group seeks a Group CRM & Loyalty Manager to lead CRM and loyalty across Gazman, Perri Cutten, and Cable. Drive retention, CLV, and brand loyalty with senior stakeholders, shaping personalised experiences and business opportunities.

You will own CRM platforms, data governance, and marketing automation while mentoring a high-performing team in a dynamic retail environment.

Qualifications

• CRM strategy, marketing automation, and customer lifecycle programs.

Responsibilities

• Develop integrated CRM strategies across email, SMS, and digital channels to drive retention and sales.

Skills

CRM strategy

Marketing automation

Customer lifecycle

Email marketing

Segmentation

Personalisation

Re-engagement

Analytics

Stakeholder management

Communication skills

Education

Marketing/Business/Commerce degree

Job description

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:

We're seeking an energetic, commercially minded CRM leader who combines strategic thinking with a hands-on approach. Passionate about customer acquisition, retention, and loyalty, you will be driven by delivering customer-centric strategies that generate measurable business outcomes. You'll bring strong analytical capability, excellent stakeholder management skills, and the ability to influence and collaborate across all levels of the business.

• 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