Senior CRM & Loyalty Manager

Lovisa Life:

Lovisa was established in Australia in 2010 and has grown to become one of the worlds leading fast-fashion jewellery retailers. With over 1000 stores across more than 50 markets globally we are a brand built on speed style customer experience and growth.

We are now looking for a Senior CRM & Loyalty Manager to join our Digital team and lead the next stage of our owned customer channel strategy across our global business.

The Opportunity:

This is a senior commercially accountable role where you will own Lovisas CRM and loyalty strategy end to end. You will be responsible for driving retention repeat purchase customer lifetime value and owned channel revenue across key global markets.

This role is both strategic and hands-on. You will lead the roadmap build the customer journey manage the commercial performance of email SMS push and loyalty and still be comfortable jumping into Klaviyo to build flows segments and campaigns when needed.

What You Will Be Doing:

As our Senior CRM & Loyalty Manager you will:

• Own and evolve the global CRM and loyalty strategy across Lovisas key markets

• Drive owned channel revenue across email SMS push and loyalty

• Build and manage the CRM roadmap across retention repeat purchase churn and customer lifetime value

• Design and optimise lifecycle journeys including welcome abandoned cart post-purchase win-back VIP and lapsed customer flows

• Lead the customer communication strategy moving from broad promotional sends to segmented story-led and personalised customer journeys

• Own the CRM campaign calendar across email and SMS including briefing building QA scheduling reporting and optimisation

• Lead the customer data strategy across Klaviyo Shopify and future CDP or warehouse requirements

• Build customer segmentation RFM modelling and CLTV frameworks to support stronger targeting and personalisation

• Design and build the business case for a future Lovisa loyalty program

• Partner with Retail Operations IT Digital Product Trade Content Social CX and Finance to connect the customer experience across stores and online

• Manage and develop the CRM Executive setting clear goals and building capability within the team

What We Are Looking For:

We are looking for someone who is customer obsessed data-driven and commercially sharp. You will be confident working with senior stakeholders but also hands-on enough to build test and improve campaigns yourself.

You will bring:

• 6 years experience in CRM lifecycle retention or loyalty marketing

• Experience working in a multi-market retail eCommerce or DTC environment

• Strong hands-on Klaviyo experience across flows segmentation predictive analytics deliverability and automation

• Strong Shopify knowledge ideally Shopify Plus

• Experience designing or operating a loyalty program including the commercial business case

• Strong understanding of customer segmentation RFM cohort analysis and CLTV modelling

• Confidence working with data reporting and commercial performance

• Experience with CDP customer data architecture or customer profile development

• Knowledge of privacy consent and compliance across key global markets

• Strong written communication skills and the confidence to push back when needed

• A commercial mindset with the ability to connect CRM activity to revenue margin and customer growth

The Lovisa Fit:

• You think in customer journeys not just campaigns

• You are commercial and treat every send like a business decision

• You are hands-on practical and comfortable moving quickly

• You are calm under pressure and can work in a fast-paced growing global business

• You are curious data-led and always looking for ways to improve

• You bring the team with you and share knowledge openly

Why Lovisa

• Work for a global fashion jewellery brand with serious growth plans

• Take ownership of a high-impact digital function

• Build and shape the future of Lovisas CRM and loyalty strategy

• Partner with teams across Digital Retail Product CX and Finance

• Be part of a fast-paced commercial and customer-focused environment