Senior CRM & Loyalty Manager (Williamstown)

Lovisa Life Lovisa was established in Australia in 2010 and has grown to become one of the world’s leading fast-fashion jewellery retailers. With over 1,000 stores across more than 50 markets globally, we are a brand built on speed, style, customer experience and growth. The Opportunity This is a senior, commercially accountable role where you will own Lovisa’s 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
- Own and evolve the global CRM and loyalty strategy across Lovisa’s 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
- Solid 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 Lovisa’s 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 #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3q125a