CRM Specialist

Our client is a premier Australian online women's fashion retailer specialising in curated collections of high-quality everyday basics, contemporary casualwear, and versatile lifestyle accessories. Operating in the eCommerce sector, they focus on delivering stylish apparel and exceptional online customer experiences nationwide.

They are now seeking to hire a CRM Specialist to own and optimise retention initiatives across email, SMS, loyalty, and referral channels. This role uses customer insights and behavioural data to drive repeat purchases, elevate customer engagement, and increase overall lifetime value across both online and retail touchpoints.

Job Responsibilities

Email & SMS Campaign Operations

• Build, maintain, and optimise Klaviyo email and SMS marketing campaigns
• Schedule campaigns in alignment with approved marketing calendars and monitor overall deliverability
• Handle routine CRM-related enquiries and occasional inbound customer calls
• Provide flexible coverage during major promotional periods as required

Lifecycle & Loyalty Optimisation

• Manage complete lifecycle flows including welcome, post-purchase, replenishment, win-back, and VIP journeys
• Set up triggers, conditional splits, webhooks, and automated customer journeys
• Manage and optimise Yotpo Loyalty and Referrals programs
• Build targeted customer segments based on purchase history, lifecycle stage, loyalty status, and predicted value
• Personalise campaign content and conduct continuous testing across subject lines, offers, send timing, and channel mix

Analytics, Integration & Tools

• Prepare retention reports and dashboards tracking repeat purchase rates, churn, lifetime value, and loyalty participation
• Translate customer data into practical, commercially focused retention recommendations
• Connect CRM audiences with Meta and Google advertising accounts for acquisition and retargeting
• Manage customer data within Shopify Plus and update workflow tasks in Asana
• Utilise Klaviyo AI tools and Claude to support analysis, personalisation, and campaign development

Requirements

• Minimum 3 years of proven experience in CRM, lifecycle marketing, and loyalty within eCommerce or omnichannel retail
• Advanced hands-on proficiency with Klaviyo across flows, campaigns, segmentation, personalisation, and deliverability
• Strong experience developing and optimising SMS marketing programs
• Direct experience managing and growing Yotpo Loyalty and Referrals programs
• Practical experience with Shopify Plus and integrating CRM audiences with paid channels such as Meta and Google
• Strong analytical skills with the ability to turn behavioural data into retention strategies
• Undergraduate degree in Business, eCommerce, IT, or a related discipline
• Excellent written English communication skills and high attention to detail

Nice-to-Have Skills

• Official certifications in Klaviyo or Yotpo
• Experience setting up webhooks for SMS within automated flows
• Familiarity with workflow management software such as Asana
• Practical experience leveraging AI tools like Claude to assist with campaign analysis and copy

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian Eastern Standard Time business hours)
• Full-time job
• HMO (STAFF only)
• Annual leave
• 13-month pay
• With Government mandated benefits