Main Duties & Responsibilities
The Loyalty and Direct Marketing Manager is a key member of the marketing team, responsible for our loyalty programs in Australia and USA and email and SMS marketing to engage and retain customers across both markets. The role focuses on fostering customer loyalty, driving repeat business, and maximizing the lifetime value of customers through targeted email communications and rewards.

As the Loyalty and Direct Marketing Manager, you will play a vital role in building strong relationships with customers and maximizing their lifetime value to the business. Your strategic thinking, data-driven approach, and creative flair will be crucial in driving customer loyalty and engagement through well executed email marketing campaigns and loyalty initiatives.

Schedule

• Monday to Friday 8AM to 5PM with 1hr unpaid lunch 40 hrs per week

Key Responsibilities Include
Email Marketing Campaigns

• Plan and execute email marketing campaigns aligned with overall marketing
• Segment the customer database based on various criteria (e.g., preferred riding style,
  propensity to spend, geography) to ensure personalized and relevant communications.
• Create compelling and engaging email content, including newsletters, promotional
  offers, event invitations, and product updates. objectives, product launches, and seasonal promotions.

Marketing Automation

• Utilize marketing automation tools to schedule, deploy, and track email campaigns.
• A/B test different email variations and offers to optimize open rates, click-through
  rates, and conversion rates.
• Monitor and analyze email performance metrics to identify areas of improvement and inform future strategies.

Loyalty Program Development

• Develop and implement customer loyalty strategies and programs to increase
  customer retention and repeat purchases.
• Analyze customer data to identify trends, preferences, and opportunities for
  improving loyalty initiatives.
• Collaborate with cross-functional teams to design and implement loyalty program
  enhancements, promotions, and rewards.

Customer Retention and Engagement

• Implement strategies to enhance customer satisfaction throughout the customer
  journey and turn customers into advocates for the company.
• Develop retention-focused communications to nurture long-term relationships with
  customers.
• Address customer feedback and concerns promptly and effectively to foster positive
  customer experiences.
• Work with internal Customer Service leaders to suggest and implement strategies
  and process improvements, enhancing the customer experience and satisfaction.

Data Analysis and Reporting

• Regularly analyze the performance of loyalty programs and email campaigns,
  providing actionable insights and recommendations.
• Track key performance indicators (KPIs) such as customer retention rate, average
  order value, average items per order, and customer lifetime value.
• Prepare reports and presentations to communicate results and progress to
  stakeholders.

Compliance and Best Practices

• Ensure compliance with relevant data protection and email marketing regulations
  (e.g., GDPR, CAN-SPAM Act).
• Stay up-to-date with industry best practices and trends in loyalty programs and email
  marketing.

Leadership

• Identify areas for process improvement and implement efficiency measures to
  optimize workflows and productivity, encouraging a culture of continuous
  improvement and innovation within the team.
• Prepare and manage budgets ensuring financial resources are allocated efficiently
  and in line with organizational objectives.
• Monitor budget variances and implement cost-saving measures where applicable.
• Demonstrate sound judgement in complex situations, balancing risks and benefits.
• Foster open communication and collaboration within the team and across
  departments to ensure the seamless flow of information and ideas.

Process Improvement & AI Utilization

• Strategically integrates AI solutions across various team functions to optimize
  processes, improve resource allocation, and drive measurable improvements in
  operational performance.
• Evaluate AI's impact on key metrics, ensuring its deployment contributes to significant gains in efficiency and supports broader organizational objectives.

Skills & Experience
Preferred Qualifications

• Tertiary qualifications in marketing, communications, business or related field
• Experience: Proven experience in loyalty program management and email marketing
• Familiarity with marketing automation platforms and CRM systems.

Skills

• Strong analytical skills with the ability to interpret data and draw actionable insights.
• Excellent written communication and copywriting skills.
• Creative mindset and ability to think outside the box.
• Understanding of customer behavior and segmentation strategies.
• Proficiency in using email marketing tools like Klaviyo, customer service tools like
  Freshdesk, HTML, and CSS is a plus.
• Strong project management skills, with the ability to multitask and meet deadlines.
• Team player with excellent cross department collaboration and interpersonal skills.

Values
Our company values are integral to our culture and success. We expect that you embrace our
core values, with behaviors and actions that:

• Delight the Customer
• Focus on the Process
• Take responsibility
• Learn Grow and Develop
• One Team Together

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.