FOREVER US 

Step into the world of Forever New, where fashion knows no boundaries. As Australia's trailblazing brand in clothing and accessories, we're taking the globe by storm with over 350+ stores and a thriving online presence. Our community is a vibrant tapestry of style enthusiasts, visionary designers, creative thinkers, and trendsetters who have propelled us from Melbourne to the world stage. With an unwavering passion for fashion, we are dedicated to creating moments that bring a radiant smile to her face. 

THE PERKS WE OFFER YOU 

As a valued member of the Forever New family, you'll not only enjoy a wide range of exciting rewards and benefits, but also be part of a team that genuinely appreciates your talent and dedication. 

Discover the perks of joining us: 

• Benefit from a generous 40% employee discount, including periodic discounts for your family and friends. 
• Coffee lover? Indulge in daily subsidized coffee and lunch at the café downstairs. 
• Enjoy the flexibility of loyalty and birthday leave to celebrate special moments in your life. 
• Receive recruitment referral incentives for bringing talented individuals to join our exceptional team. 
• Take advantage of our wellbeing and environmental incentives, promoting your overall wellness and contributing to a sustainable future. 
• Engage in continuous learning and development programs to enhance your skills and foster personal and professional growth. 
• Be recognized for your outstanding contributions through our recognition program and service awards. 
• Enjoy the convenience of subsidized car parking, ensuring a stress-free commute. 
• Thrive in our vibrant head office located in Richmond, an area renowned for its energy and creativity. 
• Gain exposure to a global business operating across 5 continents, expanding your horizons and providing diverse experiences. 

YOUR DREAM OPPORTUNITY 

We're seeking a passionate CRM & Loyalty Coordinator to manage and optimise automated customer journeys using Emarsys or similar platforms.  

The role involves building lifecycle and loyalty communications, managing segmentation, vouchers, and promotional SMS/MMS campaigns, and delivering ongoing reporting across all CRM and Loyalty channels.  

You'll also handle post-purchase survey insights, monthly prize draws, and monitor platform performance metrics. With 1–2 years' CRM experience, you’ll be detail-oriented, analytical, customer-focused, and comfortable working both collaboratively and independently. 

Get excited to: 

• Plan and execute automated loyalty and lifecycle journeys across email, SMS, and App push in Emarsys (or similar) 
• Manage SMS/MMS channel for promotional sales and collection launches 
• Create and manage audience segments across CRM and BAU 
• Assist with identifying and executing opportunities for A/B Testing and personalistion across channels 
• Manage customer voucher pools and personalisation tokens  
• Reporting on performance of CRM/Loyalty programs across all communication channels Email, SMS/MMS/App Push. 
• Manage Post Purchase Survey reporting and insights. Coordinate monthly prize draws, including winner selection and customer communication. 
• Monitor and report on the performance of CRM and messaging platforms including tracking key metrics such as engagement, deliverability, inbox placement, and flagging any discrepancies for investigation 
• Address customer service queries related CRM and Loyalty i.e. Points queries, email opt-in etc 
• Updating budgets and invoices  
• Conduct competitor research and analysis 

THE SKILLS & EXPERIENCE YOU OFFER US 

• 1–2+ years’ experience in CRM or marketing automation. Proficiency with tools like Emarsys, Klaviyo or similar 
• Understanding of omnichannel campaign delivery including email, SMS, web push and app push. 
• Relevant tertiary qualification in Business, Marketing or similar, preferred but not required if relevant experience in CRM 
• You have a sharp eye for detail and a structured approach to managing campaigns, data, and timelines across multiple platforms. 
• You’re confident working with data, uncovering insights, and optimising performance to assist with driving customer engagement and business outcomes. 
• You care deeply about the customer experience and are always looking for new ways to improve journeys, test ideas, and solve problems. 
• You thrive in a team environment, working cross-functionally with clarity and confidence but you're equally comfortable working independently, taking ownership of tasks and driving them through to completion. 

Whether we’re designing our latest fashion collection, learning, laughing, and collaborating as a team or providing expert styling advice to our loyal customers, these are a few of the values engrained in our DNA: 

• Think Customer 
• Respect for all 
• Keep it Simple 
• Take Responsibility 
• Act with Pace 

Join Forever New and become part of a community that values your uniqueness and offers exciting opportunities for personal and professional growth.

LOCATION: Richmond, Melbourne, Australia