CRM Manager
Job no: 507694
Work type: FTP - Full-time Permanent
Location: Richmond, VIC - Head Office
Category: Digital & Marketing
FOREVER NEW
Step into the world of Forever New, where fashion meets innovation. As one of Australia’s leading global fashion brands, we’ve grown from our Melbourne roots to over 450 stores worldwide with a thriving online presence. Our success is driven by our passionate community of creative thinkers, retail experts, and forward-looking innovators who bring our vision to life - to make it her moment.
At Forever New, we’re not just designing beautiful fashion; we’re transforming how technology powers every touchpoint of our business. Join us as we continue to evolve our digital ecosystem and deliver seamless experiences to our customers around the world.
THE PERKS WE OFFER YOU
As a valued member of the Forever New family, you’ll enjoy a range of benefits designed to support your success and wellbeing:
- Enjoy a generous 40% employee discount, with additional discounts for family and friends.
- Subsidised daily coffee and lunch at our on-site cafe
- Celebrate special moments with loyalty and birthday leave
- Receive referral incentives for introducing talented people to our team
- Access to wellbeing and sustainability initiatives that support your overall health and purpose
- Thrive through continuous learning and development programs
- Be recognised through our reward and service awards programs
- Benefit from subsidised parking at our vibrant Richmond Head Office
- Gain global exposure across five continents, expanding your horizons and career opportunities.
YOUR DREAM OPPORTUNITY
As our CRM Manager, you will lead the planning, execution and continuous optimisation of customer‑led CRM, loyalty and personalisation strategies. Working closely with key partners across Marketing, Ecommerce, Analytics, IT and Retail, you will ensure our customers receive timely, relevant and personalised communications that drive acquisition, engagement and lifetime value.
This role suits a data‑driven marketer who thrives in a fast‑paced retail environment, enjoys blending strategy with hands‑on execution, and is passionate about delivering meaningful customer experiences at scale.
- Develop and optimise CRM, loyalty and personalisation strategies across all regions
- Own the end‑to‑end execution of CRM campaigns including briefing, segmentation, scheduling, proofing and deployment
- Lead the evolution of lifecycle journeys, automated triggers and behavioural segmentation frameworks.
- Manage day‑to‑day relationships with CRM partners and our primary ESP, Emarsys
- Drive performance improvement through A/B testing, insights analysis and data‑led optimisation
- Oversee loyalty program communications, mechanics and member experience across markets
- Produce weekly and monthly CRM performance reporting, ensuring data accuracy and platform integrity
- Collaborate cross‑functionally to integrate CRM and loyalty into brand, trade and campaign activity
THE SKILLS AND EXPERIENCE YOU OFFER US
- 3–5+ years’ experience in CRM, lifecycle or retention marketing, ideally in fashion or multi‑channel retail
- Hands‑on experience with marketing automation platforms (Emarsys highly regarded)
- Proven ability to deliver personalised, data‑driven communications at scale
- Strong understanding of CRM data, segmentation, consent and identity principles
- Experience with loyalty program optimisation is desirable
- Clear and confident communicator with strong stakeholder management skills
- Highly organised, analytical and proactive, with the ability to thrive in a fast‑paced environment
OUR VALUES
At Forever New, our values guide how we work together and make decisions:
- Think Customer
- Respect for All
- Keep it Simple
- Take Responsibility
- Act with Pace
If you’re excited to contribute to a growing global brand and play a meaningful role in our success, we’d love to hear from you. Join us as we continue to build on our 20‑year legacy and shape the future of Forever New.
Advertised: AUS Eastern Daylight Time
Applications close:
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