Principal Consultant, CRM & Loyalty

Customr; Melbourne; Hybrid; AUD 150,000 - 210,000; Full time

Job summary

Customr is a boutique CRM & Loyalty consultancy in Melbourne, offering a hybrid work model with three days in the office and two days from home. You will lead enterprise CRM engagements from strategy through to technical discovery and optimisation.

The ideal candidate will translate data into meaningful insights, develop strategic recommendations, and own client relationships with autonomy. You’ll work with a talented team and influence how we deliver for clients while shaping the business as it

Qualifications

• Extensive experience in CRM, lifecycle marketing and loyalty with ability to connect strategy to execution.
• Proven track record leading enterprise or complex client engagements from discovery through delivery and reporting.
• Strong understanding of customer lifecycle, segmentation, personalisation and data-driven optimisation.

Responsibilities

• Lead discovery, strategic planning and execution for enterprise clients.
• Translate data and insights into clear strategic recommendations.
• Collaborate with senior stakeholders to shape client strategies and roadmaps.
• Mentor colleagues and share knowledge to improve team output.

Skills

CRM & Loyalty Strategy

Enterprise Client Leadership

Stakeholder Engagement

Data-driven Insights

Journey Architecture

Tools

Braze

Emarsys

Klaviyo

Job description

Hybrid - Melbourne (3 days in office / 2 days WFH)

This opportunity is for you if:

• You're an experienced CRM and loyalty practitioner who can confidently lead enterprise clients end to end, from strategy and planning through to technical discovery, requirements definition and optimisation.
• You enjoy solving complex customer challenges, translating data into meaningful insights and turning those insights into clear strategic recommendations.
• You're as comfortable in a senior stakeholder meeting shaping a customer strategy as you are getting into the details of a platform configuration, customer journey or data integration.
• You want genuine ownership of client relationships, with the autonomy to make decisions, challenge thinking and deliver outcomes without needing layers of oversight.
• You enjoy sharing knowledge, collaborating with talented people and contributing to a team where everyone continues to learn from each other.
• You're looking for a senior role in a rapidly growing boutique consultancy where you can influence how the business operates, how we deliver for clients and what we become.

About Customr:

Customr is a boutique, founder-led CRM & Loyalty consultancy partnering with some of Australia's most exciting brands.

We work as an extension of our clients' teams, bringing together customer strategy, CRM, loyalty, data and technology to solve complex challenges and deliver meaningful commercial outcomes. We're known for our commitment to go the extra mile, our attention to detail and the way we immerse ourselves in each client's business, brand and priorities.

For the right person, this is an opportunity to do more than deliver great client work. It's a chance to help shape a growing consultancy while continuing to do the meaningful work you enjoy.

What we're looking for -

Must haves:

• Extensive experience across CRM, lifecycle marketing and loyalty, with the ability to connect customer strategy to practical execution.
• Proven experience independently leading enterprise or complex client engagements (as an internal or external resource), from discovery and strategic planning through to delivery, optimisation and reporting.
• Strong understanding of customer lifecycle strategy, segmentation, personalisation, automation and customer data.
• Experience leading loyalty strategy or managing complex loyalty programs.
• Deep hands-on experience with CRM platforms such as Braze, Emarsys or Klaviyo, including journey architecture, configuration, testing, optimisation and troubleshooting.
• Strong analytical capability, with the ability to interpret customer and commercial performance, identify opportunities and translate findings into actionable recommendations.
• Experience working across CRM technology ecosystems, including integrations, data flows, data mapping, platform migrations or implementation projects.
• Confidence engaging with senior stakeholders, challenging briefs constructively and influencing decisions through clear thinking and sound rationale.
• Experience managing client/business expectations, priorities, scope, resourcing and commercial considerations.
• A genuine interest in mentoring others, sharing knowledge and improving the quality of work across a team.

Nice to haves:

• Strong exposure to retail, ecommerce or multi-brand environments.
• Experience with customer data platforms, data warehouses, APIs or broader marketing technology architecture.
• Experience leading CRM or loyalty platform selection, implementation or migration projects.
• Experience developing consulting methodologies, delivery frameworks, team capability or new service offerings.

What success looks like:

You'll be trusted to lead your clients independently, provide clear strategic direction and deliver high-quality work without relying on the founders for day-to-day oversight.

> Client leadership & strategy

• Independently lead enterprise client relationships, providing strategic direction and trusted advice to senior stakeholders.
• Lead discovery, planning and strategic development, translating business objectives into clear