CRM Specialist

Our client is a premier Australian online women's fashion retailer specialising in curated collections of high-quality everyday basics, contemporary casualwear, and versatile lifestyle accessories. Operating in the eCommerce sector, they focus on delivering stylish apparel and exceptional online customer experiences nationwide.
They are now seeking to hire a CRM Specialist to own and optimise retention initiatives across email, SMS, loyalty, and referral channels. This role uses customer insights and behavioural data to drive repeat purchases, elevate customer engagement, and increase overall lifetime value across both online and retail touchpoints.
Job Responsibilities
Email & SMS Campaign Operations

Build, maintain, and optimise Klaviyo email and SMS marketing campaigns

Schedule campaigns in alignment with approved marketing calendars and monitor overall deliverability

Handle routine CRM-related enquiries and occasional inbound customer calls

Provide flexible coverage during major promotional periods as required

Lifecycle & Loyalty Optimisation

Manage complete lifecycle flows including welcome, post-purchase, replenishment, win-back, and VIP journeys

Set up triggers, conditional splits, webhooks, and automated customer journeys

Manage and optimise Yotpo Loyalty and Referrals programs

Build targeted customer segments based on purchase history, lifecycle stage, loyalty status, and predicted value

Personalise campaign content and conduct continuous testing across subject lines, offers, send timing, and channel mix

Analytics, Integration & Tools

Prepare retention reports and dashboards tracking repeat purchase rates, churn, lifetime value, and loyalty participation

Translate customer data into practical, commercially focused retention recommendations

Connect CRM audiences with Meta and Google advertising accounts for acquisition and retargeting

Manage customer data within Shopify Plus and update workflow tasks in Asana

Utilise Klaviyo AI tools and Claude to support analysis, personalisation, and campaign development

Requirements

Minimum 3 years of proven experience in CRM, lifecycle marketing, and loyalty within eCommerce or omnichannel retail

Advanced hands-on proficiency with Klaviyo across flows, campaigns, segmentation, personalisation, and deliverability

Strong experience developing and optimising SMS marketing programs

Direct experience managing and growing Yotpo Loyalty and Referrals programs

Practical experience with Shopify Plus and integrating CRM audiences with paid channels such as Meta and Google

Strong analytical skills with the ability to turn behavioural data into retention strategies

Undergraduate degree in Business, eCommerce, IT, or a related discipline

Excellent written English communication skills and high attention to detail

Nice-to-Have Skills

Official certifications in Klaviyo or Yotpo

Experience setting up webhooks for SMS within automated flows

Familiarity with workflow management software such as Asana

Practical experience leveraging AI tools like Claude to assist with campaign analysis and copy

Benefits

Permanent work-from-home set-up

Dayshift (Australian Eastern Standard Time business hours)

Full-time job

HMO (STAFF only)

Annual leave

13-month pay

With Government mandated benefits

Originally posted on Himalayas