CRM & Acquisition Executive

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here.

The Body Shop is committed to generating positive economic, social and environmental impact. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up.

Purpose Of Role

With a new global owner and CEO at the helm, exciting transformations are underway at The Body Shop! We're ready to revitalize our iconic products and unleash innovative ideas that have yet to be imagined, ensuring we’re back to our very best. Locally here in Australia we're looking to hire a CRM & Acquisition Executive that reports into our CRM & Loyalty Manager and be responsible for:

• This is an individual contributor role focused on delivering and executing the CRM trade strategy, for TBS Australia to achieve/exceed planned/forecasted customer revenue, satisfaction and retention rates.

• Work with the CRM & Loyalty Manager + Head of Ecommerce & Digital to originate overarching CRM strategy including segmentation, comms and optimisation plan; agree with market stakeholders; manage delivery of campaign schedule via email, SMS, and other targeted channels to deliver commercial and customer KPIs;
• This role will also be focused on driving organic traffic to the website to acquire new users and lead SEO initiatives including audits, content optimisations, keyword strategy, link building strategy to grow organic traffic.

Key Job Accountabilities:

1. Work with the CRM & Loyalty Manager + Head of Ecommerce & Digital to set the strategy for the trade campaign program, owning the segmentation, campaign plan/laydown, and individual campaign strategy for Australia.

• Work with cross-function teams to drive online and in-store sales by identifying opportunities to drive traffic, increase acquisition, increase retention rates and revenue, and provide post-campaign analysis and recommendations for campaigns and VIP events and present to the wider business when required.
• Collaborate closely with other departments (Commercial, IT, Digital & Ecommerce) to ensure a consistent customer journey and timely delivery of joint strategies and projects.
• Assist the CRM & Loyalty Manager in the campaign execution for any loyalty related emails, SMS and omni-channel platforms.

2. Deliver the trade CRM strategy, to achieve increased customer revenue, satisfaction and retention:

• Work with cross function teams and market stakeholders to understand customer needs, preferences and routes to value creation.
• Design a market targeting and segmentation approach, identifying opportunities for targeted CRM campaigns and programs that deliver customer value.
• Create and deliver the CRM test and learn/optimisation plan across Australia, including A/B testing, segmentation, personalisation and omni-channel marketing (SMS, paid platforms etc).
• Leverage individual campaign strategies, including definition of audience strategy, channel deployment, campaign messaging, proposed promotions and offers, and campaign timing.
• Brief content and agency teams to deliver content to support campaign creation, and project manage content through to delivery, managing internal stakeholders across functions.
• Build, test and dispatch campaigns from the CRM platform and work with cross function teams to obtain feedback for optimisation
• Review and share program performance with stakeholders monthly.

3. Work with the CRM & Loyalty Manager to contribute to CRM projects including but not limited to the optimization of the existing automation strategy, segmentation and sampling strategy, in support of our ambition to deliver innovative, personalised multi-channel marketing programs that build out experiences that delight customers and increase profitability.

4. Work with the CRM & Loyalty Manager to deliver upon compan