Head of Membership & CRM

Were looking for a strategic and results-driven leader to champion our Membership & CRM programs. This role is critical in shaping how we attract engage retain and reward our customerswhile driving revenue loyalty and long-term customer value across the business. You will lead a data-driven and customer-centric team to ensure that our membership program is compelling differentiated and executed consistently across digital and in-store touchpoints. This is a hands-on leadership role where commercial acumen and executional excellence are equally important.

Please note well be in touch regarding your application early in the New Year.

Key responsibilities:

• Set the strategic direction for membership and CRM ensuring alignment to business goals and targets.
• Define and deliver customer lifecycle frameworks segmentation strategy and personalised communication experiences
• Lead mentor and develop a multidisciplinary team across CRM customer data insights and operations.
• Build strong cross-functional relationships to plan and deliver customer experiences to support membership and personalisation goals
• Manage key partner and agency relationships
• Own the commercial and performance outcomes of the membership and CRM programs including acquisition engagement retention and member value.
• Manage forecasts and reporting delivering actionable insights for membership and CRM performance
• Maintain data governance including regulatory requirements

Qualifications :

• Proven experience leading CRM loyalty or membership programs at scaleideally in retail or a fast-paced consumer environment.
• Strong understanding of digital and direct marketing channels and platforms including but not limited to: CDP CRM personalisation engines and/or marketing automation platforms
• Experience working cross-functionally to deliver communication programs and introduce new technology
• Strong analytical skills and ability generate insights to educate stakeholders and inform decision-making
• Experience in developing and delivering reports and stakeholder presentations
• Strong relationship management skills with the ability to engage with collaborate with and influence various stakeholders
• A proven track record of successful customer-centric digital and personalised marketing campaigns and activities
• Experience in building leading and nurturing effective teams
• Excellent communication skills both written and verbal

Additional Information :

If you are interested in this exciting opportunity with us please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you dont meet 100% of the criteria) please dont hesitate to apply!

Remote Work :

No

Employment Type :

Full-time