Title:  CRM Lead

About us

At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With close to 10000 team members and a national footprint of more than 168 retail stores Australia wide – we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

About the role

Reporting to the CRM Manager, your role will deliver the CRM strategy for programs of work that engage and drive customers to develop a deeper relationship with Officeworks and increase their customer lifetime value.

You will lead the CRM program of work to drive positive results for Officeworks core objectives through the implementation of CRM campaigns for our B2B customer segments. This includes developing strategy for program activity that drives positive results for brand loyalty, customer value, average basket size, shopping frequency and category penetration.

You will work closely with our CRM, B2B, marketing, merchandise, eCommerce and Analytics teams to deliver better experiences for and build stronger relationships with our customers, while driving commercial outcomes.

This team works in a hybrid way based out of our Chadstone Support office 2-3 days a week.

Key responsibilities:

• Develop our CRM B2B strategy, ensuring recommendations are commercially sound and driven by insights. Working closely with key stakeholders and influencing buy-in.
• Oversee the execution of CRM initiatives across the customer lifecycle and within blast activity. This will include involvement in writing briefs and copy, leading on design direction and tone of voice, as well as reporting and generating insights.
• Support the CRM Manager by contributing to the creation of the broader CRM calendar in order to meet targets and to support an overarching integrated marketing approach.
• Be the team go-to for all things related to our B2B customers, providing insights and ideas on broader CRM activity.
• Accountable for the commercial results for assigned CRM programs of work (including development of business cases for new programs of work where required).
• Manage the production and implementation of campaign activity as required, including Lifecycle, Blast and Adhoc communications.

About you

We are looking for someone who shares our passion for CRM. You will need to be flexible, a team player and have excellent key stakeholder management skills. You will have the following:

• 3-5 years’ experience in end-to-end CRM/direct marketing campaign management
• A tertiary qualification in marketing/communications or other related discipline
• Experience developing strategies and implementing CRM campaigns
• Experience working with marketing automation and CRM systems; experience in Adobe Campaign will be highly regarded
• Experience using dashboards to draw out insights and make business decisions
• Proven track record of working in a fast-paced environment
• Test and learn mindset, continuously looking for opportunities to optimise CRM activity
• Experience managing stakeholders and agency partners
• Strong attention to detail, a creative mindset, and ability to think analytically

Our culture

It’s all in a day’s work when you’re part of the Officeworks community – where you’re not defined by who you are, but what you can do. We celebrate our teams’ uniqueness by offering the below to the Officeworks family:

• An inclusive, diverse, and supportive environment.
• Flexible working arrangements to best support your individual needs.
• A key focus on wellbeing and safety.
• Generous discounts at Officeworks, Geeks 2 U, Bunnings, Kmart, Target and Catch.
• Ongoing training and development opportunities to progress your career.
• Industry leading Growing Families policy.

At Officeworks, we operate best when our team represents the communities we serve. We proudly commit to providing a safe and supportive work environment for everyone. We actively encourage applications from all candidates, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people with disabilities.

Officeworks is a ‘Circle Back Initiative’ employer – we commit to respond to every applicant. #LI-MS and #LI-Hybrid