Customer Lifecycle Manager - Growth - Hawthorn East

We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.

About the team

As one of the biggest brands in Australia, we connect with millions of Australians  each week. Whether it’s connecting our customers with relevant content through digital innovation, omni-channel storytelling or impactful advertising that reaches 98% of Australians, our Marketing team play an important role in driving our brand forward, helping Australians eat and live better every day.

About the role 

If you’re energised by pace and love seeing your work turn into real, attributed sales every single week, this role is for you! 

It’s fast-moving, with a steady flow of weekly activity and plenty of opportunities to collaborate across teams. In return, you’ll have genuine ownership of the weekly CLM touchpoints Coles has with customers.

You’ll deliver weekly activity that makes a measurable impact for a brand that reaches millions of Australians weekly, while driving best-practice customer experience and putting solutions in place that work and make sense for customers. 

Applications close Monday January 5.

What you’ll do

You’ll personalise customer journeys and deliver activity that shifts customer behaviour and drives incremental sales. 

You’ll also: 

• Deliver weekly lifecycle activity informed by insights and performance data. 
• Map customer journeys and ensure best-practice experiences across touchpoints. 
• Collaborate cross-functionally with trade, data, analytics, engineering and brand teams to coordinate weekly and always-on activity that resonates with customers. 
• Drive automation and streamline processes to improve efficiency and outcomes. 

About you and your skills 

We’re after someone who excels at customer experience, delivery, keeps pace under pressure, and understands how customer experience can be enhanced through automation of owned channels. 

You may come from an in-house CRM/Marketing Manager/Campaign Manager background, or from an agency environment within a delivery team. Experience in fast-paced industries like retail or FMCG is ideal. 

You’ll also have: 

• A strong understanding of marketing automation and personalisation. 
• Collaborative style with confidence working across data, engineering, and analytics. 
• Excellent project management and attention to detail. 
• Commercial mindset and comfort working to measurable sales outcomes. 

#LI-MAR

What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email inclusionrecruitment@coles.com.au

Job ID: 174510

Employment Type: Full time