Senior CRM Specialist

Virgin Australia; Sydney; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Discounted flights

Hybrid work style

Travel discounts

Lounge membership discounts

Car hire discounts

Wellbeing app

Dress for Your Day

Job summary

Virgin Australia is seeking a Senior CRM Specialist to lead personalised, multi-channel CRM campaigns and optimise customer journeys across Velocity. You will collaborate with Data & Analytics and MarTech, delivering data-driven campaigns that drive customer and commercial outcomes.

With 3+ years in CRM or data-driven marketing, you’ll own segmentation, testing and optimisation, shaping experiences through Adobe Experience Cloud and other analytics tools in a hybrid, in-office model in Sydney.

Qualifications

• 3+ years’ experience in CRM, digital marketing or a data-driven marketing environment.
• Hands-on experience delivering multi-channel campaigns, personalisation and marketing automation.
• Strong experience with Adobe Experience Cloud, particularly Adobe Campaign and Adobe Experience Manager.
• Highly data literate and confident using insights to make decisions and improve performance.
• Strong understanding of segmentation, targeting, experimentation and optimisation.
• Commercially minded and able to connect CRM activity back to customer and business outcomes.
• Confident communicator who enjoys working with stakeholders and cross-functional teams.
• Thrives in an agile environment and can manage multiple priorities.
• Experience across loyalty, airline, financial services or retail would be highly regarded; experience with HTML, Power BI, Tableau, SQL, Python, R or SAS.

Responsibilities

• Developing and delivering personalised, multi-channel CRM campaigns and automated customer journeys.
• Managing campaign delivery from brief through to deployment, reporting and optimisation.
• Using data and digital analytics to understand performance, generate insights and identify optimisation opportunities.
• Developing audience segmentation, targeting and personalisation strategies across your portfolio.
• Leading A/B and multivariate testing to continuously improve campaign and customer outcomes.
• Working with Data & Analytics and MarTech to translate customer and commercial objectives into effective digital experiences.
• Supporting the broader CRM team through knowledge sharing, quality control and coaching of more junior team members.

Skills

CRM

Digital marketing

Marketing automation

Adobe Campaign

Adobe Experience Manager

Power BI

Tableau

SQL

Python

R

SAS

HTML

Segmentation

A/B testing

Communication skills

Agile

Tools

Power BI

Tableau

SQL

Python

R

SAS

HTML

Job description

We’re the airline that dares to be different, bold, down-to-earth and built around giving our guests real choice. Safety is our backbone, service is our heartbeat, and our people are our superpower.

At Virgin Australia, we’re on a mission to be Australia’s most loved airline, for our people, our guests and our owners and we’re looking for passionate talent to help take us even higher.

We’re vibrant, authentic and unapologetically human. Here, you can bring your whole self, your Virgin Flair and your ambition to a team that champions individuality, innovation and a whole lot of heart. If you’re excited by meaningful work, real opportunities to grow, and a culture where you can genuinely make a difference, you’ll feel right at home with us

About the role:

We’re looking for a Senior CRM Specialist to join our Marketing & Analytics team and lead the delivery and optimisation of personalised, multi-channel CRM experiences and campaigns across Velocity.

This is a hands-on role for someone who loves CRM, data and digital marketing, using customer insights, segmentation, personalisation and testing to create experiences that perform and deliver strong customer and commercial outcomes. You’ll work closely with our Data & Analytics and MarTech teams, as well as stakeholders across the business, to bring campaigns and new propositions to life.

• Developing and delivering personalised, multi-channel CRM campaigns and automated customer journeys
• Managing campaign delivery from brief through to deployment, reporting and optimisation
• Using data and digital analytics to understand performance, generate insights and identify optimisation opportunities
• Developing audience segmentation, targeting and personalisation strategies across your portfolio
• Leading A/B and multivariate testing to continuously improve campaign and customer outcomes
• Working with Data & Analytics and MarTech to translate customer and commercial objectives into effective digital experiences
• Supporting the broader CRM team through knowledge sharing, quality control and coaching of more junior team members.

Please note: This is a 12 month maternity leave cover

You’ll be great in this role if you…

• Have 3+ years’ experience in CRM, digital marketing or a data-driven marketing environment
• Have hands‑on experience delivering multi-channel campaigns, personalisation and marketing automation
• Have strong experience with Adobe Experience Cloud, particularly Adobe Campaign and Adobe Experience Manager
• Are highly data literate and confident using insights to make decisions and improve performance
• Have a strong understanding of segmentation, targeting, experimentation and optimisation
• Are commercially minded and can connect CRM activity back to customer and business outcomes
• Are a confident communicator who enjoys working with stakeholders and cross‑functional teams
• Thrive in an agile environment and are comfortable managing multiple priorities.
• Experience across loyalty, airline, financial services or retail would be highly regarded, as would experience with HTML, Power BI, Tableau, SQL, Python, R or SAS.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style (2-3 days a week in office)
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQIA+ community, and anyone else who wants to join our family.