Customer Strategy Manager

Remote-first | Can be based in Sydney or Melbourne

Exclusive opportunity through UCentric

UCentric is exclusively partnering with a well-recognised global e-commerce organisation to appoint a Customer Strategy Manager.

This is a senior individual contributor role for someone who brings deep CRM, lifecycle marketing and customer engagement experience. You will help bring global CRM strategy to life locally, working across customer journeys, campaign planning, stakeholder briefing, performance optimisation and data-led customer engagement.

This role would suit someone who enjoys working at the intersection of customer strategy, marketing, data, lifecycle communications and cross-functional delivery.

About the role:

You will be responsible for leading local CRM planning, execution and optimisation across the region, working closely with global customer strategy teams, central technology and operations teams, and local marketing, creative and channel stakeholders.

The focus is on improving how the business communicates with customers across the lifecycle, including acquisition, onboarding, first purchase, repeat purchase, retention, reactivation, churn prevention, loyalty and long-term customer value growth.

This is not a platform administration role, and it is not a pure email marketing role. You will need to understand CRM and lifecycle marketing deeply enough to translate strategy into clear briefs, coordinate local execution, review performance and continuously improve customer engagement activity.

Key Responsibilities:

• Lead local CRM planning, briefing, execution, performance review and optimisation.
• Translate global CRM strategy into locally relevant customer engagement activity.
• Work across channels such as email, site, SMS, direct mail and other customer touchpoints.
• Support customer journeys across onboarding, retention, cross-sell, churn prevention, reactivation and loyalty.
• Partner with creative, marketing, channel, site and central operations teams to deliver campaigns effectively.
• Use data and performance insights to understand what is working and identify opportunities for improvement.
• Write strong briefs that help teams execute correctly the first time.
• Manage stakeholders across a complex, global matrix environment.
• Bring a customer-first and commercially focused lens to CRM and lifecycle marketing activity.

Key Qualifications:

• Strong experience in CRM, lifecycle marketing, retention, customer marketing or customer engagement.
• Experience managing data-led customer journeys and multi-channel CRM campaigns.
• Strong understanding of segmentation, personalisation, customer behaviour and lifecycle performance.
• Ability to analyse campaign performance and turn insights into practical marketing actions.
• Strong briefing, project management and stakeholder management capability.
• Confidence working with creative, channel, site, analytics and technical teams.
• Excellent written, verbal and presentation skills.
• A proactive, independent and collaborative working style.

Ideal backgrounds:

• Relevant backgrounds may include CRM, lifecycle marketing, retention marketing, customer strategy, customer engagement, marketing automation, loyalty, membership, personalisation or customer marketing roles.
• We are open to candidates from e-commerce, technology, SaaS, fintech, subscription, loyalty, marketplace, digital services, financial services or other customer-growth environments where CRM and lifecycle marketing are central to business performance.

Why this opportunity?

This is a great opportunity to step into a newly created local CRM capability within a global e-commerce environment. You will have the chance to shape how global customer strategy is activated locally, influence lifecycle marketing activity across a regional market, and play a key role in improving customer engagement and long-term customer value.

The role is a remote position and we are open to candidates based in Sydney and Melbourne, with the opportunity to work with a highly collaborative local and global team.

Interested?

Please apply directly or contact Lyka Viaje at UCentric for a confidential discussion.