Strategy Director, CRM & Loyalty Growth (Hybrid)

AKQA; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

AKQA Australia seeks a Strategy Director, CRM and Loyalty to lead and expand our CRM, loyalty and customer data strategy offering. You will advise senior client leaders, shape customer value propositions and craft CRM/loyalty programmes that strengthen relationships and commercial outcomes.

You will guide lifecycle strategy, personalisation, data, measurement and transformation while mentoring strategists and turning opportunities into commercially viable solutions through cross-disciplinary

Qualifications

• Extensive experience leading CRM, loyalty or customer growth strategy in an agency, consultancy or in-house environment.
• Deep expertise in loyalty programme design, CRM, lifecycle strategy, personalisation and measurement.
• Commercially minded, with the ability to connect customer value to business performance.
• Clear and compelling when presenting complex ideas to senior audiences.
• Curious about emerging technology, platforms and the responsible use of AI.
• Comfortable working through ambiguity and creating direction.
• Collaborative, generous and committed to developing others.
• Rigorous in thinking, practical in execution and attentive to craft.
• Experience with a major CRM or marketing automation platform, with Braze experience highly regarded.

Responsibilities

• Lead complex CRM, loyalty and customer growth engagements from strategy through to implementation
• Design customer value propositions, loyalty programmes, lifecycle journeys and transformation roadmaps
• Turn customer insight and behavioural data into clear strategies and measurable commercial outcomes
• Define approaches to segmentation, personalisation, measurement and test-and-learn
• Advise clients on first-party data, consent, governance and activation
• Guide CRM, loyalty, customer data and marketing automation platform strategy, working with specialists to turn strategic ambition into implementable solutions
• Bring together multidisciplinary teams to create coherent, executable solutions
• Influence senior marketing, customer, digital, data and technology stakeholders
• Identify opportunities to grow client relationships, shape commercially viable proposals and lead or contribute to pitches
• Mentor strategists and build capability across the wider team

Skills

CRM strategy

Loyalty design

Lifecycle strategy

Personalisation

Data governance

Stakeholder leadership

Tools

Braze

Job description

AKQA Australia seeks a Strategy Director, CRM and Loyalty to lead and expand our CRM, loyalty and customer data strategy offering. You will advise senior client leaders, shape customer value propositions and craft CRM/loyalty programmes that strengthen relationships and commercial outcomes.

You will guide lifecycle strategy, personalisation, data, measurement and transformation while mentoring strategists and turning opportunities into commercially viable solutions through cross-disciplinary