Customer Retention Representative focusing on retaining customers by resolving service issues and promoting Rise Broadband products. Collaborate with other departments to ensure customer satisfaction.
About the role
- CRM & Loyalty Specialist developing customer lifecycle marketing programs at Showpo. Leveraging email, SMS, App Push to drive retention, loyalty, and revenue growth across global markets.
Responsibilities
- Execute on global CRM strategy and execution across email, app push and SMS in AU, NZ, US and UK markets, with a strong focus on retention, new customer onboarding, loyalty, and personalised journeys
- Own the new Klaviyo platform post-migration, leading all email, app push and SMS automated lifecycle flows, segmentation, testing and reporting
- Build and maintain a robust customer segmentation strategy using first-party and behavioural data to deliver personalised experiences across lifecycle stages
- Partner with Paid Media, Trading, Tech, Data, and Creative teams to align CRM strategy with broader performance, promotions and content priorities
- Manage and optimise Showpo’s loyalty program (market-specific across AU, NZ, US, EU/UK)
- Drive personalised customer journeys across Showpo’s website, cart, and checkout stages using Nosto
- Own reporting on CRM & loyalty KPIs: open/click rates, deliverability, churn, CLTV, repeat purchase, and loyalty redemption
- Lead A/B and multivariate testing across subject lines, content, CTAs, segmentation and frequency
- Coach & lead a CRM Specialist and EDM builder (offshore)
Requirements
- Experience in CRM, Lifecycle or Email Marketing roles (retail/eCom a must)
- Proficiency in Klaviyo, email automation platforms, and customer segmentation
- Experience with A/B testing methodologies and campaign optimisation
- A collaborative problem solver who thrives in a fast paced environment!
Benefits
- 50% staff discount
- monthly staff sample sales
- dog-friendly office
- plus discounts at locations such as Peaches Pilates studios and the cinema!
- Hybrid office environment 2/3 days per week in office
- Free 24/7 GP access through our Updoc employee healthcare benefit! (Including prescriptions and referrals sent straight to your phone) - Showpo paid healthcare benefits when you need it!
- Enjoy financial advice and discounts through our Commbank Workplace Banking Program
- We encourage our team to make time for fun - from Games Night and Scavenger Hunts to Friday bubbles and our “I S**t Rainbows” recognition program
- Your growth matters - you’ll get a tailored development plan and opportunities to make real impact
- Plus: Brekkie bar
- EAP mental health support
- Showpo Coffee Club
- Paid parental leave
- What matters to us - we support The Hunger Project through our donations, staff sample sales, yearly edits and awareness.
- We are also the first workplace in Australia to be accredited as an Endometriosis friendly workplace
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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