Lovisa Life:
Lovisa was established in Australia in 2010 and has grown to become one of the world’s leading fast-fashion jewellery retailers. With over 1,000 stores across more than 50 markets globally, we are a brand built on speed, style, customer experience and growth.
We are now looking for a Senior CRM & Loyalty Manager to join our Digital team and lead the next stage of our owned customer channel strategy across our global business.
The Opportunity:
This is a senior, commercially accountable role where you will own Lovisa’s CRM and loyalty strategy end to end. You will be responsible for driving retention, repeat purchase, customer lifetime value and owned channel revenue across key global markets.
This role is both strategic and hands-on. You will lead the roadmap, build the customer journey, manage the commercial performance of email, SMS, push and loyalty, and still be comfortable jumping into Klaviyo to build flows, segments and campaigns when needed.
What You Will Be Doing:
As our Senior CRM & Loyalty Manager, you will:
Own and evolve the global CRM and loyalty strategy across Lovisa’s key markets
Drive owned channel revenue across email, SMS, push and loyalty
Build and manage the CRM roadmap across retention, repeat purchase, churn and customer lifetime value
Design and optimise lifecycle journeys including welcome, abandoned cart, post-purchase, win-back, VIP and lapsed customer flows
Lead the customer communication strategy, moving from broad promotional sends to segmented, story-led and personalised customer journeys
Own the CRM campaign calendar across email and SMS, including briefing, building, QA, scheduling, reporting and optimisation
Lead the customer data strategy across Klaviyo, Shopify and future CDP or warehouse requirements
Build customer segmentation, RFM modelling and CLTV frameworks to support stronger targeting and personalisation
Design and build the business case for a future Lovisa loyalty program
Partner with Retail Operations, IT, Digital Product, Trade, Content, Social, CX and Finance to connect the customer experience across stores and online
Manage and develop the CRM Executive, setting clear goals and building capability within the team
What We Are Looking For:
We are looking for someone who is customer obsessed, data-driven and commercially sharp. You will be confident working with senior stakeholders, but also hands-on enough to build, test and improve campaigns yourself.
You will bring:
6+ years’ experience in CRM, lifecycle, retention or loyalty marketing
Experience working in a multi-market retail, eCommerce or DTC environment
Strong hands-on Klaviyo experience across flows, segmentation, predictive analytics, deliverability and automation
Strong Shopify knowledge, ideally Shopify Plus
Experience designing or operating a loyalty program, including the commercial business case
Strong understanding of customer segmentation, RFM, cohort analysis and CLTV modelling
Confidence working with data, reporting and commercial performance
Experience with CDP, customer data architecture or customer profile development
Knowledge of privacy, consent and compliance across key global markets
Strong written communication skills and the confidence to push back when needed
A commercial mindset, with the ability to connect CRM activity to revenue, margin and customer growth
The Lovisa Fit:
You think in customer journeys, not just campaigns
You are commercial and treat every send like a business decision
You are hands-on, practical and comfortable moving quickly
You are calm under pressure and can work in a fast-paced, growing global business
You are curious, data-led and always looking for ways to improve
You bring the team with you and share knowledge openly
Why Lovisa?
Work for a global fashion jewellery brand with serious growth plans
Take ownership of a high-impact digital function
Build and shape the future of Lovisa’s CRM and loyalty strategy
Partner with teams across Digital, Retail, Product, CX and Finance
Be part of a fast-paced, commercial and customer-focused environment
Lovisa Life:
Lovisa was established in April 2010 and has quickly grown to be one of the world’s leading fast fashion jewellery retailers. We continue our focus on expanding our store network, with over 900+ stores across 37+ countries. Join a high growth international retailer, publicly listed on the ASX.
We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence, by supporting our culturally diverse team around the world.
Lovisa Future:
With no plans on slowing down with our continued expansion across the globe. At Lovisa, we are passionate, dedicated, hard-working and fun-loving team players. We are devoted to fashion, style and customer service. All team members are Lovisa ambassadors, who thrive off our Lovisa culture commitments with a can-do attitude.
Lovisa Product:
Lovisa was created out of a need for on-trend fashion jewellery at ready-to-wear prices. Our global trend spotting and innovation design team take inspiration from couture runways and current street style around the world to deliver new, must-have styles to our customers.
We are a fashion-forward jewellery brand that caters to anyone and everyone, with 150 new styles being delivered to stores each week. We give exceptional customer service and apply our core belief, “It’s about the customer, always” in everything we do.
