At a glance
- Workplace
- Hybrid
- Location
- Melbourne · Sydney
About the role
- The Strategy Director, CRM & Loyalty will lead and grow AKQA Australia’s CRM, loyalty, and customer data strategy offering. This role involves advising senior client leaders, shaping customer value propositions, and creating CRM and loyalty programs that strengthen customer relationships and commercial performance.
Responsibilities
- Lead complex CRM, loyalty and customer growth engagements from strategy through to implementation
- Design customer value propositions, loyalty programmes, lifecycle journeys and transformation roadmaps
- Turn customer insight and behavioural data into clear strategies and measurable commercial outcomes
- Define approaches to segmentation, personalisation, measurement and test-and-learn
- Advise clients on first-party data, consent, governance and activation
- Guide CRM, loyalty, customer data and marketing automation platform strategy
- Bring together multidisciplinary teams to create coherent, executable solutions
- Influence senior marketing, customer, digital, data and technology stakeholders
- Identify opportunities to grow client relationships, shape commercially viable proposals and lead or contribute to pitches
- Mentor strategists and build capability across the wider team
Requirements
- Extensive experience leading CRM, loyalty or customer growth strategy in an agency, consultancy or in-house environment
- Deep expertise in loyalty programme design, CRM, lifecycle strategy, personalisation and measurement
- Commercially minded, with the ability to connect customer value to business performance
- Clear and compelling when presenting complex ideas to senior audiences
- Curious about emerging technology, platforms and the responsible use of AI
- Comfortable working through ambiguity and creating direction
- Collaborative, generous and committed to developing others
- Rigorous in thinking, practical in execution and attentive to craft
- Experience with a major CRM or marketing automation platform
Workplace
- Hybrid approach including required in-office days
Skills
- CRM
- Loyalty Programme Design
- Lifecycle Strategy
- Personalisation
- Customer Data Strategy
- Marketing Automation
- First-party Data
- AI
