CRM Manager

Aotearoa New Zealand Association of Social Workers; Auckland; Hybrid; NZD 120,000 - 170,000; Full time

Job summary

Rodd & Gunn is seeking an experienced CRM professional to own global lifecycle marketing across six markets. You’ll shape the strategy and actively build journeys in Salesforce Marketing Cloud, Journey Builder, Email Studio and more, while mentoring a small CRM team.

You’ll drive loyalty lifecycle programmes, leverage customer data for segmentation and personalisation, and ensure data quality and deliverability across regions with privacy-compliant practices.

Qualifications

• 5+ years in CRM, lifecycle marketing or marketing automation with hands-on SFMC delivery.
• Deep, practical SFMC experience across Journey Builder, Automation Studio, Email Studio, Contact Builder and data extensions.

Responsibilities

• Own the global CRM and lifecycle strategy for multiple markets, from welcome through to win-back.
• Build and grow always-on lifecycle programmes (welcome, post-purchase, replenishment, browse and cart recovery, lapsed and win-back).
• Drive loyalty programme growth; enrolment, engagement and repeat purchase in partnership with Brand and Marketing.
• Use customer and transaction data to sharpen segmentation, personalisation and audience strategy across markets and languages.
• Own customer data quality in Marketing Cloud including consent, preferences, suppression rules and audience eligibility, in line with privacy regulations in each market.
• Build, test and deploy journeys and campaigns in Journey Builder, Automation Studio, Email Studio and Contact Builder.
• Manage data extensions, SQL queries, automations and dynamic content.
• Own technical QA and troubleshooting: journey logic, data flows, failed automations, rendering, tracking and deliverability.
• Partner with eCommerce, technology teams and platform partners to keep integrations, APIs and SFTP data flows reliable.
• Lead, coach and develop the CRM team.

Skills

Salesforce Marketing Cloud

Journey Builder

Automation Studio

Email Studio

Contact Builder

SQL

AMPscript

HTML/CSS

CRM data models

Data governance

Job description

You'll own how Rodd & Gunn communicate with customers after the first purchase: the lifecycle strategy, the loyalty programme's growth, and the Salesforce Marketing Cloud platform that powers it. It's a genuinely hybrid role. You'll set the strategy, and you'll also be hands on in Journey Builder when a journey needs fixing. You'll work across six markets, New Zealand, Australia, the US, Canada, the UK and Europe, and lead a small CRM team.

Key responsibilities

Own the global CRM and lifecycle strategy for Rodd & Gunn, from welcome through to win-back.

Build and grow always on lifecycle programmes (welcome, post-purchase, replenishment, browse and cart recovery, lapsed and win-back) that reward loyalty rather than rely on discounting.

Drive loyalty programme growth; enrolment, engagement and repeat purchase in partnership with Brand and Marketing.

Use customer and transaction data to sharpen segmentation, personalisation and audience strategy across markets and languages.

Own customer data quality in Marketing Cloud, including consent, preferences, suppression rules and audience eligibility, in line with privacy regulations in each market.

Build, test and deploy journeys and campaigns in Journey Builder, Automation Studio, Email Studio and Contact Builder.

Manage data extensions, SQL queries, automations and dynamic content.

Own technical QA and troubleshooting: journey logic, data flows, failed automations, rendering, tracking and deliverability.

Partner with eCommerce, technology teams and platform partners to keep integrations, APIs and SFTP data flows reliable.

Lead, coach and develop the CRM team.

About you

5+ years in CRM, lifecycle marketing or marketing automation, including hands‑on Salesforce Marketing Cloud delivery.

Deep, practical SFMC experience across Journey Builder, Automation Studio, Email Studio, Contact Builder and data extensions.

Working knowledge of SQL, AMPscript and HTML/CSS.

A solid understanding of CRM data models, consent management, APIs, SFTP and integrations.

A commercial, analytical mindset you can connect a journey change to a revenue outcome and explain it clearly.

Experience building reporting dashboards and presenting insight to senior stakeholders.

Meticulous attention to detail; you don't press send until it's right.

Experience leading and motivating a team, and a collaborative style that works across time zones.