Group CRM Manager

The Role:

We have had great success in the CRM space for the GAZMAN brand, having recently been named Asia Pacific Loyalty Awards finalists. To support further growth and enhancement, we are currently on the hunt for a strategic and driven Group CRM Manager to join our CRM team! Based in Malvern, this exciting role will leverage and grow existing CRM strategies that manage the customer’s end-to-end lifecycle across each brand in the Austin Group.

The Group CRM Manager will add significant value through:

• Understanding each brand, their objectives, position in the market, customers, competitors, and capabilities to identify commercial wins and roadmap longer-term CRM opportunities
• Developing and implementing fully integrated customer marketing strategies for each brand across email, SMS, letterbox, and other digital channels to support customer retention, lifecycle management, and drive sales (in-store and online)
• Leveraging and analyzing customer data, activity, and behavior in conjunction with market research to develop segmentation and customer profiles
• Using your commercial acumen to build business cases and targeted marketing activities that drive the right customer behaviors and outcomes
• Leading strategic planning to identify new business opportunities based on customer insights
• Creating an omnichannel experience that seeks to provide customers with a seamless experience through all online and offline channel
• Owning the health, growth, and management of each brand’s customer database, CRM platform structure, and architecture
• Analyzing customer data, activity, and behavior to identify revenue-generating opportunities, and providing invaluable insights and recommendations to the wider team
• Implementing tactical acquisition strategies to grow the customer database through offline and online channels, as well as re-engagement and retention strategies to reduce churn across the whole business
• Educating key stakeholders on the importance of marketing automation and the value of providing customers with a targeted experience through CRM strategies
• Day-to-day execution, optimization, and reporting of best practice email marketing campaigns
• Owning, managing, and optimizing current CRM platform (Emarsys) capabilities, ensuring we are capitalizing on existing functionality and exploring custom developments that would support the CRM strategy and maximize commercial benefit
• Monitoring and managing the data flow in and out of the CRM platform.Ensuring the governance, capture, and management of customer data is in line with regulatory requirements
• Collaborating with the creative and marketing teams to ensure the messages and content used in all targeted marketing campaigns are aligned with the overarching marketing strategy, promotional calendar, brand guidelines, and tone of voice
• Developing and managing a closed-loop reporting process across all CRM channels to measure and monitor campaign effectiveness
• Leading, and developing an established CRM team

What we’re looking for:

An energetic and self-motivated CRM specialist who is strategically minded but also able to be hands-on. You must be passionate about acquiring, growing, and retaining customers through customer-centric strategies that drive business growth. You will have strong communication skills and the ability to work collaboratively and influence decisions across functions. This is an analytical position with a high level of attention to detail, accuracy, and will suit someone with strong commercial acumen.

You will have:

• Minimum 5 years’ experience in CRM strategy role, preferably in a retail environment
• A Bachelor’s Degree in Marketing, Commerce/Business, or a relevant tertiary qualification
• Excellent understanding of all facets of CRM and marketing automation
• Data-driven and comfortable with using data to identify actionable insights to drive multichannel growth
• Ability to analyse data and understand customer behaviour
• Experience developing and managing email marketing campaigns
• Proven expertise in segmentation and leveraging analysis to improve CRM performance
• A strong background in customer re-engagement and retention strategies
• Strong commercial acumen
• Strong communication skills and the ability to work collaboratively and influence decisions across functions
• Ability to work well under pressure and be flexible
• Confidence with and the aptitude to learn new technology
• High levels of autonomy with the ability to affect change in the business and lead strategy
• Proven problem-solving skills and the ability to think ‘outside the box’
• Strong stakeholder engagement, influencing, change management, and people skills
• Ability to develop strong relationships with external partners including agencies and developers

At Austin Group we provide:

• A competitive salary package
• Free onsite parking
• A commitment to invest in ongoing professional training and development
• Generous product allowance and clothing discounts across all of our brands
• A tailored induction program to ensure you have the best introduction to the business
• The opportunity to build your career with a successful, established, and trusted Australian brand.
• Fantastic work/life balance
• A friendly, motivating, and rewarding team environment, where achievements are recognised
• A highly supportive management team
• Opportunities to attend fantastic events, annual conferences, and award nights

About Us

The Austin Group is an established Australian-owned and family-run fashion retail group that includes some of Australia’s most iconic menswear and womenswear brands. Our portfolio includes GAZMAN, Cable Melbourne, and Perri Cutten. We proudly operate over 130 retail stores in Australia and supply to over 150 wholesale locations throughout Australia and NZ.

Our Culture

Austin Group’s family-driven culture is built on our belief in authenticity, passion, and always striving to ensure every interaction builds a truly personable relationship and delivers an experience beyond expectations. We seek to inspire one another day in and day out with a proactive, collaborative, and positive approach.

We look for passionate, skilled, and energetic individuals who will be great brand ambassadors for our company and will join us on our journey as we grow and evolve these iconic Australian brands.

Employee testimonials

“I feel so proud to be part of a brand and a group that truly inspires me each day to not only want to be a better individual but to be the best leader possible for our team. We work hard, whilst having fun. Having worked in the industry for 23 years, I can honestly say there is an unlimited supply of support, encouragement, drive and passion throughout the business to achieve our brand and company goals and vision. I'm excited to lead our Cable team into the brands next phase whilst striving for continuous improvement and telling our brand story.”  Belinda | GM Cable

“I have had the privilege of working for GAZMAN for over 11 years now and absolutely love what I do. It’s more than just a job for me it’s about being part of a team that treats each other and their customers like family, It’s about working for a company that places importance on quality, value for money and career progression, and It’s also about being part of a team that encourages positivity, energy and fun in the workplace” Belinda | Store Manager VIC

This is a broad and challenging role and it is a great time to join our organization and advance your career with an impressive leadership team in a highly collaborative environment. If you have the required skills, have a positive and enthusiastic attitude, and are looking to join a highly dedicated and passionate team, please apply online or email your application to jointheteam@austingroup.com.au

Due to the high amount of applications, only short-listed applicants will be contacted.

Winners of the Retailworld Employer of the Year – 2023!