Senior CRM & Lifecycle Leader - Hybrid & Growth

The Coles Group; Melbourne; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Flexible hybrid work

Gym facility & classes

Free parking

Staff discounts on supermarket and in‑

Recognition program mythanks

Learning and development programs

Paid parental leave

Employee share plan

Job summary

The Coles Group in Australia is seeking a Senior Customer Lifecycle Manager to define and lead our CRM, customer lifecycle and below-the-line marketing strategy, partnering with teams across Marketing, Loyalty, Digital and Data to drive personalisation and growth.

You will oversee trade, brand, loyalty and broader communications, translate customer insights into a CRM roadmap, and shape our operating model while managing external partners to deliver measurable customer and business outcomes.

Qualifications

• Significant experience leading CRM, customer lifecycle or 1:1 marketing strategy within a complex, customer-led organisation.
• Deep understanding of lifecycle marketing, segmentation, personalisation, customer journeys and owned-channel performance.
• Proven ability to translate customer and commercial priorities into a clear CRM roadmap, operating model and investment priorities.
• Experience leading high-volume BAU customer communications alongside strategic transformation and capability development.
• Strong commercial acumen, with accountability for improving engagement, conversion, retention, incremental sales or other measurable customer and business outcomes.
• Experience using performance insights, experimentation and test-and-learn approaches to optimise channel performance and CRM effectiveness.
• Strong understanding of CRM martech, customer data and decisioning capabilities, with experience defining business requirements, identifying capability gaps and shaping future capability requirements.
• Demonstrated ability to prioritise competing business demand according to customer impact, strategic alignment and commercial value.
• Exceptional stakeholder leadership skills, with the credibility to influence senior leaders and build alignment across marketing, loyalty, digital, data, technology and commercial functions.
• Experience shaping CRM investment decisions and managing external partners or agencies.

Responsibilities

• Define and lead CRM, customer lifecycle and below-the-line marketing strategy.
• Oversee prioritisation of trade, brand, loyalty and communications.
• Advance personalised marketing through data, insights and experimentation.
• Partner with Customer Communications, Loyalty, Digital, eCommerce, Data, Tech and Privacy.
• Shape future CRM operating model and investment priorities.
• Collaborate with external partners and agencies.

Skills

CRM strategy

Lifecycle marketing

Personalisation

Stakeholder leadership

Data-driven decisioning

Vendor management

Job description

The Coles Group in Australia is seeking a Senior Customer Lifecycle Manager to define and lead our CRM, customer lifecycle and below-the-line marketing strategy, partnering with teams across Marketing, Loyalty, Digital and Data to drive personalisation and growth.

You will oversee trade, brand, loyalty and broader communications, translate customer insights into a CRM roadmap, and shape our operating model while managing external partners to deliver measurable customer and business outcomes.