Senior CRM Specialist

Hello. We’re Velocity Frequent Flyer. And we’re back (in a big way).

With a year of ups and downs behind us all, we’re now ramping things up. Looking for new, come-as-you-are team members to join our fast-growing squad, responsible for rebuilding Virgin Australia’s loyalty program, currently 10 million members strong, and counting. That’s half of Australia!

If successful, you’ll be able to brag your heart out that millions of Australians have you and your team to thank for stacking up their Points and making getting back up in the air even more exciting.

This is a 12 month, fixed-term contract.

Who we’re looking for :

The objective of the Senior CRM Specialist is to lead the delivery and optimisation of digital experiences. The Senior CRM Specialist will be obsessed with digital metrics and use insights for strategic and technical design, delivery and optimisation of multi-channel experiences for the partner to drive their customer and commercial outcomes.

Applying data-driven, lifecycle marketing and CRM practices, the Senior CRM Specialist uses the Adobe Experience Cloud to build, test and deploy automated experiences and campaigns across the full mix of outbound, onsite, paid and social media. They analyse reporting to generate insight, recommend and pursue optimisations to experiences and campaigns, seeking to continuously improve commercial and customer outcomes.

The Senior CRM Specialist supports the Lead Senior CRM Specialist, contributing experience, skills and solutions to advancing operational, data and digital marketing capability. They support and develop junior team members, driving technology adoption, best practice utilisation and continuous improvement.

The Senior CRM Specialist is to lead the delivery and optimisation of cross-channel digital experiences for our Velocity Frequent Flyer membership status program and Virgin Australia Business Flyer initiatives.

What you’ll be doing :

Working within a cross-functional agile home squad supporting a partnership category, provide functional leadership developing marketing strategy and plans that deliver on customer and commercial objectives;

Maintain deep understanding of your squad groups partner, commercial and customer objectives, strategies and plans;

Lead the strategy for experimental (AB and multivariate) testing to inform optimisation and collaborate with other Senior CRM Specialists to coordinate across portfolios;

Lead operational and resource planning within your portfolio, supporting the Leader to ensure operational capacity meets demand;

Understand new products, partners and value propositions within your portfolio and work cross-functionally to launch and integrate them into marketing programs;

Collaborate with the Data and Analytics Team and MarTech Lead to define and operationalise target audiences in line with the requirements of your portfolio;

Develop digital marketing measurement models and ensure digital tracking and reporting requirements are met;

Utilise digital assets, segmentation and targeting models to build targeting workflows, personalised content deliveries, test and deploy;

Deploy and monitor operational performance of experiences and campaigns;

Support CRM Specialists with troubleshooting and issue management;

Secure buy-in for and pursue optimisations;

For automated experiences within your portfolio, ensure quality assurance and maintain activities are supported required;

Continually advance own knowledge and understanding of brand and marketing strategy, program and partner product offerings, business operations and program and partner commercials;

Maintain knowledge and awareness of 1st, 2nd and 3rd party data sources, CRM database structure and data operations;

Continually develop marketing technology skills, knowledge and understanding; maintain understanding of technology, applications and data outside of own domain.

You’ll be great in this role if you have :

3+ years’ experience working in a data-driven, digital marketing team with focus on personalisation, multiwave and multi-channel execution, testing and optimisation;

Hands-on experience delivering and optimising multi-channel digital experiences, campaigns and automation using the full Adobe Experience Cloud;

Adobe Experience Manager, Analytics, Audience Manager, Target, Campaign;

Experience using digital analytics to deliver reporting, analyse and attribute conversion, generate insight and optimise digital experiences and campaigns;

High level of data literacy and numeracy;

A business partnering mindset; a strong and proactive collaborator;

Strong commercial acumen.

Desirable skills :

Degree or post-graduate qualification in marketing, business, mathematics, information systems or related areas;

Experience in building emails and email templates using HTML tools such as Adobe Dreamweaver;

Loyalty program or loyalty marketing experience; - Airline, financial services or retail marketing experience;

HTML, Power BI, Tableau for data analysis and modelling, business intelligence and reporting;

SAS, SQL, R, Python;

Experience working in an agile organisation.

What you’ll get from us !

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to) :

Discounted flights for you and your loved ones (plus $1000 travel credits per year)

Flexible and hybrid working, with a mix of working from home and the office

Dress for Your Day’ – wear whatever makes you feel great for the type of work you do and the day you have ahead of you

One of Brisbane’s most admired office locations, with South Bank train station, a supermarket, pharmacy, lunch options, the Busway nearby, a rooftop restaurant, onsite gym and South Bank across the road

Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide

Cheaper hospitality, retail, technology, beauty and wellness services

Free counselling and online tools to support your physical, mental, social and financial health.

When everyone is included, everyone wins

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTIQ+ community, and anyone else who wants to join us.

Ready to apply?

Working at Virgin Australia isn't just a job. It's a passion that becomes part of you. Are you ready to join us? Get ready for a rewarding experience. Apply today!