Membership & CRM Lead

At JB Hi-Fi, we’re more than just one of Australia’s largest and most trusted retailers – our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.

We offer unbeatable value, world-class brands and exceptional customer service across our 300+ store network, online, and in our commercial division, JB Hi-Fi Business.

JB Hi-Fi is the perfect place to power your career, and we’re excited to hear from you.

Why join JB Hi-Fi?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
• Fantastic discounts across the JB Hi-Fi Group, plus access to Beny, our team member benefits app with exclusive offers, wellbeing perks and everyday savings.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

Job Description

The Membership & CRM Lead supports the delivery of the JB Hi-Fi membership proposition and customer lifecycle communications. Working closely with the Head of Membership & CRM, this role helps execute CRM campaigns that drive customer acquisition, engagement and retention. The role is responsible for building and deploying campaigns, maintaining membership communications and offers, and supporting performance analysis to optimise future activity.

CRM Campaign Execution

• Build and deploy CRM campaigns using CDP and marketing automation platforms
• Create customer segments and audiences for personalised communications
• Develop and build email campaigns including copywriting, asset assembly and basic HTML builds
• Conduct QA testing to ensure campaigns are correctly targeted and personalised

Membership Program Delivery

• Support the execution of membership initiatives across multiple channels
• Maintain membership content, offers and communications
• Help lead the delivery of membership campaigns and promotional activity

Campaign Planning and Coordination

• Manage campaign calendars and workflow coordination
• Lead the internal briefing process for internal creative and content teams to produce campaign assets
• Work closely with internal stakeholders to ensure campaigns are delivered on time

Reporting and Optimisation

• Monitor campaign performance and compile post campaign reports
• Review campaign data and identify opportunities to improve engagement and results
• Support ongoing optimisation of CRM and membership communications
• Stay up to date with emerging trends and technologies in CRM, loyalty and membership programs
• Contribute ideas that improve customer engagement and campaign performance

Qualifications

• At least 2 years of relevant experience in a similar marketing, loyalty, membership or CRM role (in retail preferred)
• Basic HTML experience within email and marketing automation platforms ·
• Experience in email marketing and marketing automation, and in CRM or CDP platforms ·
• Experience across various digital marketing channels for cohesive campaign planning and delivery
• Experience in managing and understanding customer data, including segmentation, profiling and privacy compliance
• Experience working with agencies and/or internal studio resources
• Tertiary qualification in Communications or Marketing desirable
• Strong organisational and detail-oriented skills
• Comfortable operating in a fast-paced retail environment

Additional Information

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!

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