Head of CRM

Location: melbourne
Salary: $180000 - $200000 per annum
Job Type: permanent
Contact: Michelle Young
About the Client
We’re partnering with a high-profile, experience-led organisation to appoint a Head of CRM. This is a senior leadership role with a clear mandate: embed a genuinely customer-led, data-informed commercial approach that drives engagement, retention and growth.  It’s about shaping how the organisation understands, segments and engages its members and customers across products, events and experiences, and ensuring those insights translate into meaningful commercial outcomes.

About the Role
In this newly created role, you will lead the development and execution of the customer and member CRM strategy, defining how the organisation engages across the lifecycle from acquisition through to loyalty and advocacy.

You will:
  • Develop a clear CRM communication and segmentation strategy, ensuring personalised engagement across all key customer segments
  • Lead direct communication planning across CRM channels, aligning tone of voice, calls to action and campaign objectives
  • Build and optimise personalised member journeys, renewal programs and lifecycle campaigns to minimise churn and grow lifetime value
  • Use real-time data visualisation, conversion funnels and lifecycle triggers to inform decision-making and improve performance
  • Partner with Digital and IT to ensure CRM platforms and systems enable strategy and support a reliable single customer view
  • Embed strong data governance, privacy and compliance standards across all customer records
  • Support major event planning through customer insights, segmentation and targeted acquisition and uplift campaigns
  • Uplift organisational capability in customer data literacy, developing processes, training and governance that drive adoption
This role has significant cross-functional exposure, working closely with C-Suite and department leaders to ensure customer insight is embedded in both strategic planning and day-to-day operations.

About You
You are a senior CRM or customer strategy leader with deep understanding of customer behaviour, lifecycle design and engagement strategy.  You have a proven ability to turn complex data into practical commercial and experience outcomes, and to connect customer insights to broader organisational objectives.  You’re comfortable influencing senior stakeholders, partnering across functions and embedding change in a complex environment. You care about data integrity and structured ways of working, but you’re equally motivated by improving customer experience and driving measurable revenue impact.  You’ll bring a balance of strategic thinking and operational credibility. You know how to build capability, champion a customer-first mindset and ensure CRM is seen as a commercial growth engine rather than a communications tool.

Success will be measured through improved engagement, retention, acquisition and lifetime value metrics, stronger adoption of customer data practices across the organisation, and demonstrable use of insights in strategic and operational decision-making.

If you’re looking for a role where you can shape the customer agenda at an organisational level and drive meaningful commercial outcomes through data and insight, we’d welcome a confidential discussion - Michelle Young (0424 670680).

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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