White Fox is a globally recognised fashion brand loved by babes and celebs worldwide. Established in 2013 and based in Sydney, Australia, White Fox has quickly become the go-to online fashion destination and is continuing to take over wardrobes everywhere.
We are looking for an experienced CRM Specialist to join our growing team located in Rosebery on a full-time basis. The CRM Specialist will work closely with the CRM Manager and wider CRM team to support the delivery and optimisation of the White Fox CRM & Loyalty strategy across Email, SMS, Web Push, and App Push.
This position plays a key role in supporting all BAU & Loyalty campaigns, optimising & executing lifecycle journeys & automations, implementing segmentation, personalisation & A/B testing plans and ultimately contributing to driving measurable impact across the customer journey.
The CRM Specialist position is a strategic hands-on role suited to someone who enjoys combining data, creativity and execution to deliver excellent customer experience and drive channel performance.
What You’ll Do:
- Campaign Management: Take ownership of the planning and delivery of key CRM campaigns, working closely with Creative, Product, Social & eComm teams to execute campaigns through Email, SMS and Push channels. Own BAU campaigns end-to-end, from planning & briefing through to build, execution, performance analysis and optimisation.
- Campaign Execution & Optimisation: Build, QA and deploy personalised, multi-channel customer communications through Salesforce Marketing Cloud. Maintain high standards across campaign setup, segmentation, dynamic content, testing and execution, proactively identifying opportunities to improve campaign effectiveness and efficiency.
- Segmentation & Personalisation: Develop and execute targeted campaigns and automated journeys across Email, SMS and Push Notification messaging. Leverage data and insights to refine audience segmentation, deliver relevant personalised experiences and maximise customer engagement.
- Data, Insights & Performance: Proactively monitor and report on CRM campaign performance, translating data into actionable insights and recommendations. Identify trends, evaluate campaign effectiveness and proactively implement learnings to optimise engagement, conversion, revenue and customer retention.
- Loyalty Optimisation: Play an active role in the ongoing development and optimisation of the White Fox Loyalty Club. Identify opportunities to enhance the customer experience, drive loyalty engagement and strengthen retention through relevant, personalised communications and targeted initiatives.
- Stakeholder & Partner Management: Work collaboratively with internal teams and external partners to coordinate CRM activity, manage campaign timelines and deliver projects successfully.
- Continuous Improvement: Stay across CRM trends, platform capabilities and emerging opportunities to continually improve our customer communications. Bring forward new ideas, testing opportunities and recommendations to evolve our CRM strategy and channel performance.
Requirements
What You’ll Bring:
- 3–5 years’ experience in a CRM, Lifecycle Marketing or Loyalty role, ideally within a fast-paced eCommerce or retail environment.
- Hands-on experience with leading CRM platforms such as Salesforce Marketing Cloud, Klaviyo or Braze, with the ability to confidently build, manage and optimise campaigns.
- Proven experience planning, building, testing and deploying multi-channel customer communications across Email, SMS, Web Push and App Push.
- Strong understanding of customer lifecycle marketing, audience segmentation, personalisation, triggered campaigns and automated multi-channel customer journeys.
- Experience managing and optimising automated CRM journeys, with the ability to identify opportunities to improve customer engagement, conversion and retention.
- Experience supporting and executing Loyalty programme campaigns, with an understanding of how CRM can drive loyalty engagement, repeat purchase and customer lifetime value.
- Strong analytical skills, with the ability to interpret campaign performance, identify trends and translate data into actionable insights and recommendations.
- Commercially minded, with an understanding of key CRM performance metrics and how CRM activity contributes to broader business objectives.
- Excellent communication, stakeholder management and project management skills, with the ability to manage multiple priorities and deliver campaigns independently.
- Exceptional organisational skills and attention to detail, with a proactive approach to problem-solving and continuous improvement.
Benefits
- Stunning new office in Rosebery with on-site parking available
- Full access to White Fox Wellness, including on-site Pilates, Boxing, a newly equipped gym and sauna
- Unlimited access to the in-house coffee bar and kitchen stocked with a selection of treats
- Generous monthly clothing allowance plus ongoing staff discounts
- Regular team events and internal celebrations
- Fun events throughout the year
- Working with one of Australia's fastest-growing fashion companies