CRM & Engagement Lead
Vor 3 Tagen
Join to apply for the CRM & Engagement Lead role at Total Tools and Hardware Group Date: 19 Nov 2025 Location: Heatherton, VIC, AUSTRALIA Company: Metcash About The Opportunity Are you a marketer passionate about driving commercial outcomes through customer journeys and automation? If so, the CRM & Engagement Lead role with our Mitre 10 and Home Hardware brands might be the perfect fit for you. This strategic position offers ownership of the entire customer lifecycle, from initial interaction to retention and win‑back. You will define and execute how our brand engages with customers at every touchpoint, championing the campaign lifecycle across channels such as email, SMS, and digital platforms. Your goal will be to ensure that the right message reaches the right audience at the right time. Collaborating closely with the Loyalty Manager and the Customer Experience team, you’ll place marketing and creative strategies at the heart of your focus, driving meaningful customer engagement and business growth. What You Will Be Doing Lifecycle marketing and engagement by developing and optimising end‑to‑end customer journeys from acquisition, onboarding, retention to win‑back. Execute multi‑channel campaigns (email, SMS, push, in‑app) using our marketing automation platform to deliver timely, relevant, and engaging messaging. Leverage customer data and insights to drive personalisation strategies, customer value, and campaign performance. Partner with cross‑functional teams—Marketing, Digital, Promotions, Data—to ensure CRM activity aligns with broader business goals. Oversee the execution of the CRM campaigns, ensuring creative, channel and list strategy are aligned and high quality. Report on campaign performance, test‑and‑learn outcomes, and customer engagement insights to inform future strategy. You’re Likely a Match If You Are/have A customer‑first mindset with a passion for delivering seamless, data‑informed journeys. 3+ years’ experience in CRM, loyalty, or customer engagement within a retail or ecommerce setting. Hands‑on experience with marketing automation platforms (e.g., Braze, Emarsys, Salesforce Marketing Cloud, Adobe Campaign). Strong understanding of lifecycle marketing, segmentation, and campaign optimisation. Commercially savvy—you know how to link CRM activity to business outcomes like retention, upsell, and customer lifetime value. Curious and analytical—you’re not a data scientist, but you love digging into campaign results and asking the right questions. Organised and adaptable—you thrive in a fast‑paced, cross‑functional retail environment. A collaborative team player who can confidently manage stakeholders across marketing, digital, and data teams. Experience managing CRM integrations across platforms like eCommerce, loyalty engines, and CDPs. What’s On Offer ️ Extra Leave: Enjoy a 5th week of annual leave, 2 well‑being days, plus 1 volunteer day annually Career Growth: Endless learning and development opportunities Parental Leave: 12 weeks of gender‑neutral paid leave for primary carers Inclusive Culture: Bronze Employer for LGBTQ Inclusion ⚖️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025)
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