Loyalty and CRM Specialist

Founded in 2019 by Rachel Dillon, CSB blends style, function and confidence in every piece, with a mission to empower women worldwide. CSB is built for the active woman, elevated yet effortless, functional yet comfortable, and continues to scale globally with its mantra at the heart of everything it creates: wear with confidence.

The CRM & Loyalty Specialist is responsible for executing and optimising CSB's customer retention strategy across CRM, lifecycle marketing and the CSB Rewards Program.

Working closely with the Senior Performance Marketing Manager (Retention), this role delivers high-performing email, SMS, push notification and loyalty campaigns that strengthen customer engagement, increase repeat purchase behaviour and maximise customer lifetime value.

Operating at the intersection of customer insights, marketing automation and commercial performance, the role is responsible for building customer journeys, executing campaign calendars, maintaining database health and continually optimising CRM performance through testing, segmentation and personalisation.

CRM Campaign Execution & Lifecycle Marketing

• Execute end-to-end CRM campaigns across Email, SMS and Push Notifications.
• Build, deploy and optimise automated lifecycle journeys
• Ensure campaign deployment aligns with the Go-To-Market calendar.
• Maintain campaign QA processes and testing prior to launch.
• Continually optimise campaign performance through A/B testing.

Customer Segmentation & Personalisation

• Execute segmentation strategies using behavioural and transactional customer data.
• Build highly personalised lifecycle communications.
• Continuously refine customer segments using campaign insights.
• Support implementation of customer recommendations generated through data analysis.
• Maintain customer preferences and communication logic.

Loyalty Program Operations

• Execute loyalty campaigns across the annual Loyalty Calendar.
• Support launches of new loyalty initiatives, promotions and member activations.
• Coordinate rewards, offers and loyalty communications.
• Monitor loyalty program health and identify optimisation opportunities.
• Support continuous improvement of the CSB Rewards customer experience.

CRM Platform Management

• Maintain CRM platform integrity and campaign governance.
• Build and maintain automated workflows.
• Ensure customer data accuracy.
• Troubleshoot automation issues.
• Support ongoing platform optimisation.
• Partner with Data and Technology teams to improve CRM capability.

Database Growth & Customer Health

• Execute initiatives that grow Email, SMS and Push subscriber databases.
• Monitor database health and engagement metrics.
• Support acquisition of new subscribers through onsite capture initiatives.
• Assist with churn reduction initiatives.
• Maintain consent and preference management.

Reporting, Insights & Optimisation

• Produce accurate and effective CRM performance reporting.
• Analyse campaign performance and customer behaviour.
• Present recommendations for optimisation.
• Support forecasting and commercial reporting.
• Execute structured testing roadmaps.

You bring:

• 3–5+ years' experience in CRM, lifecycle marketing or retention marketing within an eCommerce or direct-to-consumer environment.
• Experience executing Email, SMS and Push campaigns at scale.
• Strong experience building automated customer journeys.
• Highly organised with exceptional attention to detail.
• Strong analytical capability with confidence interpreting campaign performance data.
• Experience conducting A/B testing and optimisation programs.
• Commercial mindset with the ability to connect campaign performance to broader business outcomes.
• Strong stakeholder management skills across Marketing, Brand, Digital, eCommerce and Customer Experience.
• Ability to manage multiple campaigns simultaneously while maintaining exceptional quality standards.
• Alignment with CSB's operating values and passion for delivering premium customer experiences.

Loyalty experience is highly preferred, however strong CRM or retention experience with a genuine passion for loyalty and customer engagement will also be considered.

This is an opportunity to join one of Australia’s fastest-growing e-commerce brands and play a key role in elevating CSB’s loyalty program into a true growth and community engine.

You will have the opportunity to take ownership of loyalty as its own dedicated function, helping shape how CSB rewards, engages and grows its member community through smarter strategy, better data, stronger activations and more meaningful customer experiences.

• Be part of CSB’s mission to empower women globally to feel confident and comfortable, CSB style
• Continued career growth with limitless opportunities
• Hybrid working arrangements, including a balance of WFH and office days
• Access to CSB’s generous Parental Package with extended leave options for both parents
• Full access to a state-of-the-art gym at CSB HQ
• A competitive flexible working policy
• Generous staff discounts and regular access to free samples
• An exciting team engagement calendar filled with initiatives and activities

If this sounds aligned to your experience and future career goals, we’d love to connect. Please submit your resume or reach out for a confidential discussion. Contact Dylan at ***********@cropshopboutique.com with any questions.