Viktoria & Woods is an Australian brand known for creating modern, timeless and effortless designs that transcend seasons and generations.
Established in 2004, we are committed to responsible sourcing, and using high quality fabrics and workmanship across every design.
Job DescriptionABOUT THE ROLE We are looking for a results-driven CRM Manager to join our dynamic, fun and supportive Digital Marketing team.
As our brand continues to expand in Australia & internationally, this is an exciting opportunity to shape our customer engagement and retention strategies, drive growth and increase our customer lifetime value.
In this role you will drive our email & SMS marketing program, CRM automations, customer segmentation, and the expansion of our VIP loyalty program.
Email & CRM:
Develop and execute strategies to increase customer acquisition, retention, LTV and direct sales across Australia and internationally.Develop data-led CRM lifecycle automation flows to engage and retain customers, driving conversion, win back and LTV.Manage a weekly CRM content calendar plan based on seasonal collections.
Working closely with the broader marketing team to align email campaigns.
Ensure alignment with product deliveries and any retail/VM strategies.Build emails and SMS notifications in Emarsys and deploy to relevant audiences according to the email calendar.Develop content copy, aligned with brand tone of voice, for email marketing & lifecycle automations to support seasonal storytelling.Design, develop and deploy A/B testing and experiments to increase engagement and conversion metrics.Generate comprehensive reports for Email, SMS and automations.
Sharing the findings and insight with the business to improve channel performance.Work collaboratively with our broader Marketing, Retail and Design teams, agencies and technology partners.Systems:
Control of the cost-effective usage of the CRM platform (Emarsys).Map out customer journey touch points and automation flows from Wishlist clienteling system to ensure feeding Emarsys with the correct data.Monitor contact strategy and audience selection strategies to increase engagement and conversionDevelop and deploy an automated list cleaning process to reduce platform cost and cross channel deliverability.Test and Learn personalisation for email, automations and website.Keep up to date with platforms, tools, loyalty marketing trends locally and internationally.Ensure CRM complies with all appropriate legislation and community expectations pertaining to privacy and data handling.Desired Skills and ExperienceYou will bring:
4+ years experience in email marketing, CRM management, Lifecycle automations or Loyalty programs.Experience with CRM platforms (Emarsys or Klaviyo desirable)Build and optimize automations for welcome series, cart abandonment, winback, product recommenders, and omni customers.Expertise in developing a CRM roadmap for email, automations and SMS.Manage reporting dashboard and creating reports for trade and post campaign reports.An ability to interpret data, and design journeys based on these insights.Mentor a junior team in customer engagement and customer care.We will offer you:
Generous benefits including an annual clothing allowance, significant discounts on Viktoria & Woods products, WFH on Friday and birthday leave.Support from a collaborative and growing team.If you love connecting and engaging with customers, thrive in a fast-paced environment and are truly passionate about joining a modern Australian fashion brand, this is the role for you.
Don't miss out on this opportunity to join our authentic and inspired Viktoria & Woods team.
Please note due to the high volume of applications we receive, only successful candidates will be contacted.
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