CRM Retention Lead

Location: melbourne
Job Type: permanent
Salary: $134400 per annum
Contact: Nicole Cooke
About the Company
Our client is a leading DTC brand, known for disrupting their category through bold branding, strong digital capability, and a fiercely loyal customer base. With a thriving eCommerce model and a newly launched loyalty program, the business is entering its next phase of growth with customer retention at the heart of its strategy.

About the Role
This newly created CRM Retention Lead role is a critical part of the digital and marketing function. You’ll be responsible for owning and evolving the customer retention engine across email, SMS, and push, with a particular focus on automated lifecycle journeys, smart segmentation, and data-led personalisation.
Reporting into a senior digital leader, this is a highly collaborative role that will partner closely with Sales, Digital, and Performance Marketing teams, as well as the brand’s acquisition agency.

Key Responsibilities
  • Audit and rebuild automated workflows in Hubspot to improve performance and scalability
  • Design and optimise lifecycle journeys across onboarding, post-purchase, winback, churn risk, and loyalty
  • Build and evolve segmentation strategies based on behavioural and transactional data
  • Own key CRM performance metrics including retention rate, second-purchase rate, and loyalty engagement
  • Use cohort analysis to uncover insights, benchmark performance, and drive test-and-learn programs
  • Lead CRM communications for the brand’s loyalty program across welcome, tier progression, and rewards
  • Partner with the performance marketing agency to ensure seamless customer experiences across channels
Skills & Experience
  • 3–5 years’ experience in CRM, lifecycle marketing, or retention ideally in eCommerce or consumer
  • Proven track record building automated campaigns across email, SMS, and push
  • Strong understanding of lifecycle metrics, segmentation, and loyalty frameworks
  • Experience using Hubspot or similar CRM platforms (SQL skills are a bonus)
  • Data-first mindset confident interpreting behavioural data and drawing insights to influence strategy
  • Comfortable working in a fast-paced, high-growth environment where agility and collaboration are key
Culture & Benefits
This is a business that values experimentation, autonomy, and impact. You’ll join a down-to-earth, purpose-driven team where bold ideas are encouraged and customer love is the end game. Hybrid working, flexible arrangements, and plenty of room to grow.

Interested?
If you’re a CRM and retention specialist who knows how to turn insights into outcomes, we’d love to hear from you. Please apply via the link or reach out to Nicole Cooke at Six Degrees Executive on 0449 853 240 for a confidential conversation.

Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.

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