We're looking for a commercially minded CRM & Retention Lead to own customer lifecycle marketing across Girls With Gems. This role is about one thing: getting more customers to come back, more often, and increasing customer lifetime value.
You'll own email, SMS, loyalty, lifecycle automation, segmentation and retention strategy end-to-end. This is not just a campaign execution role - we want someone who can look at customer data, find opportunities, build the strategy, execute it and improve it over time.
What you'll own
- CRM strategy across the full customer lifecycle
- Email marketing strategy, campaign calendar and execution
- SMS marketing strategy and execution
- Automated lifecycle journeys across welcome, browse, cart, post-purchase, win-back, VIP and reactivation
- Customer segmentation and personalisation
- Loyalty program strategy and optimisation
- Repeat purchase and retention initiatives
- Customer cohort analysis and behavioural insights
- A/B testing across campaigns, flows, offers, timing and messaging
- Affiliate marketing and partner performance
- Reporting on CRM performance and commercial outcomes
- Identifying new ways to increase purchase frequency and customer lifetime value
What we're looking for
- 3-5+ years' experience in CRM, lifecycle or retention marketing
- Strong hands-on experience with Klaviyo
- Deep understanding of automation, segmentation and personalisation
- Strong commercial and analytical mindset
- Comfortable working with customer data and performance reporting
- Strong copywriting and attention to detail
- Able to take ideas from strategy through to execution and optimisation
- Comfortable working in a fast-moving environment with high ownership
- Fashion, beauty or DTC experience highly regarded
- Loyalty and affiliate experience highly regarded
This is a high-ownership role with the opportunity to build and improve a major part of the business. We're looking for someone who is commercially sharp, curious about customer behaviour, fashion and constantly asking how we can make the customer lifecycle more effective.
Senior CRM & Retention Lead in Sydney employer: Girls with Gems
At Girls with Gems, we pride ourselves on fostering a dynamic and innovative work culture that empowers our employees to take ownership of their projects and drive meaningful change in the fashion ecommerce landscape. Located in the vibrant city of Sydney, we offer competitive benefits, opportunities for professional growth, and a collaborative environment where creativity thrives. Join us to be part of a forward-thinking team that values your contributions and supports your career development in the exciting world of AI-driven ecommerce.
