Senior Customer Lifecycle Manager

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

We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.

About The Team

As one of the biggest brands in Australia, we connect with millions of Australians each week. Whether it’s connecting our customers with relevant content through digital innovation, omni-channel storytelling or impactful advertising that reaches 98% of Australians, our Marketing team play an important role in driving our brand forward, helping Australians eat and live better every day.

About The Role

As Senior Customer Lifecycle Manager, you’ll define and lead our CRM, customer lifecycle and below-the-line 1 1 marketing strategy and work with the team to bring the strategy to life through execution. You’ll oversee the prioritisation of trade, brand, loyalty and broader business communications, while progressively maturing our approach to personalisation through customer data, behavioural insights, experimentation and decisioning.

As our senior CRM subject-matter expert, you’ll partner across Customer Communications, Loyalty, Digital, eCommerce, Data, Technology and Legal and Privacy to strengthen our martech capability, optimise channel performance and embed CRM as a strategic growth driver. You’ll help shape the future of our CRM capability and operating model, identifying opportunities to evolve how we use data, technology and decisioning to deliver greater customer and commercial value.

About You And Your Skills

• 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.

Please note applications will close on Monday November 9th, 2026.

What’s in it for you?

• Flexible working options We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition Give and receive recognition, linked to our Coles values, through our digital recognition platform 'mythanks'. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About The Recruitment Process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability.

Employment Type Full time