Lifecycle Marketing & CRM Lead

About the Opportunity

Are you a marketer passionate about driving commercial outcomes through customer journeys If so the Lifecycle Marketing & CRM Lead role with our Total Tools brand might be the perfect fit for you.

This strategic position offers ownership of the entire customer lifecycle from initial interaction to retention and win-back. Youll define and execute how our brand engages with customers at every touchpoint championing the campaign lifecycle across channels such as email SMS and digital platforms. Your goal will be to ensure that the right message reaches the right audience at the right time.

Collaborating closely with the Loyalty and Engagement Manager and the Customer Experience team youll place marketing and creative strategies at the heart of your focus driving meaningful customer engagement and business growth.

What you will be doing:

• Lifecycle marketing and engagement by developing and optimising end to end customer journeys from acquisition onboarding retention to win back.
• Execute multi-channel campaigns (email SMS push in-app) using our marketing automation platform to deliver timely relevant and engaging messaging.
• Leverage customer data and insights to drive personalisation strategies customer value and campaign performance.
• Partner with cross-functional teams - Marketing Digital Promotions Data - to ensure CRM activity aligns with broader business goals.
• Oversee the execution of the CRM campaigns ensuring creative channel and list- strategy are aligned and high quality.
• Report on campaign performance test-and-learn outcomes and customer engagement insights to inform future strategy.

Youre likely a match if you are/have:

• A customer-first mindset with a passion for delivering seamless data-informed journeys.
• 3 years experience in CRM loyalty or customer engagement within a retail or ecommerce setting.
• Hands-on experience with marketing automation platforms (e.g. Braze Emarsys Salesforce Marketing Cloud Adobe Campaign).
• Strong understanding of lifecycle marketing segmentation and campaign optimisation.
• Commercially savvy - you know how to link CRM activity to business outcomes like retention upsell and customer lifetime value.
• Curious and analytical - youre not a data scientist but you love digging into campaign results and asking the right questions.
• Organised and adaptable - you thrive in a fast-paced cross-functional retail environment.
• A collaborative team player who can confidently manage stakeholders across marketing digital and data teams.
• Experience managing CRM integrations across platforms like eCommerce loyalty engines and CDPs.

Apply now and help shape the future of customer engagement at Total Tools.

Whats on offer

Were proud to offer a workplace that supports your well-being growth and belonging:

Extra Leave: Enjoy a 5th week of annual leave 2 well-being days plus 1 volunteer day annually

Career Growth: Endless learning and development opportunities

Parental Leave: 12 weeks of gender-neutral paid leave for primary carers

Inclusive Culture: Bronze Employer for LGBTQ Inclusion

Neutral Pay Gap: Gender pay gap under 5% (WGEA )

Mental Health: Gold accreditation by Mental Health Australia

Flexibility: Flex Ready and Family Friendly Workplace accredited

About Us

At Total Tools & Hardware Group (Part of Metcash) were more than just a group of hardware and tool retailers were a national network helping build stronger communities.

Backed by trusted brands like Mitre 10 Total Tools and Home Timber & Hardware TTHG supports independently owned joint venture and company-owned stores across Australia. With a strong focus on local ownership and expert advice we give tradies builders and DIYers the edge they need to tackle any job big or small. Whether its trade-quality tools from Total Tools or reliable hardware from Mitre 10 and HTH TTHG is the powerhouse behind the stores that keep Australia building.

#INHT