CRM and Loyalty Manager

Zetland, Sydney

Permanent Full Time

About Us

Volkswagen Group is one of the world's leading automobile manufacturers, employing more than 600,000 people globally and selling vehicles in more than 150 countries. The wholly-owned subsidiary has its National Sales Centre based in Sydney, home to some of Australia's most recognisable brands, including Audi, CUPRA, Škoda and Volkswagen.

About Your New Role

The CRM & Loyalty Manager is responsible for developing and implementing Volkswagen Passenger Vehicles' CRM, loyalty and performance marketing strategy across the customer lifecycle.

Working closely with Marketing, Product, Sales, Aftersales, Volkswagen Financial Services, agencies and the dealer network, this role focuses on customer acquisition, retention, lead management, personalisation and the use of first-party data to support business objectives.

This position leads ongoing development of CRM capabilities, customer journeys and marketing technology platforms, ensuring customer communications are relevant and aligned with the broader brand and commercial strategy. The role also leads a small team and act as a subject matter expert across CRM, loyalty, customer data and performance marketing.

Your Main Responsibilities Will Include:

• Develop and execute the CRM, loyalty and retention strategy for Volkswagen Passenger Vehicles.
• Oversee customer acquisition activities including lead nurture programs and lead management processes.
• Develop and manage customer lifecycle communications, including automated journeys and retention programs.
• Identify opportunities to strengthen customer engagement, loyalty and lifetime value.
• Manage Volkswagen's CRM platform, customer database, segmentation strategy and data governance standards.
• Support the use of first-party data across CRM, digital marketing, analytics and reporting.
• Deliver personalisation initiatives across owned marketing channels.
• Lead organic social media strategy and delivery, including agency management, community management, influencers and ambassadors.
• Partner with internal stakeholders to support marketing campaigns, product launches, retail activity and business priorities.
• Implement testing programs to improve campaign performance and customer engagement.
• Analyse campaign results and customer data to provide insights and recommendations.
• Lead the development and execution of performance marketing activities across digital channels, ensuring alignment with business objectives and budget requirements.
• Manage relationships with agencies, technology partners and platform providers.
• Work collaboratively with the dealer network to improve customer communication and CRM effectiveness.
• Lead and contribute to CRM, customer data and digital transformation projects, drive data strategy and MarTech roadmaps across Volkswagen Group Australia.
• Manage and develop direct reports, providing coaching, direction and support to achieve team objectives.
• Prepare and deliver presentations, reports and business updates to stakeholders at all levels of the organisation.
• Manage budgets and supplier expenditure in line with business requirements.

About You:

• A tertiary qualification in Business, Marketing or a related discipline.
• 7+ years' hands-on experience in CRM, loyalty or marketing roles.
• Strong understanding of CRM, customer lifecycle management and digital marketing principles.
• Experience developing and executing CRM communication strategies and customer engagement programs.
• Demonstrated experience in customer segmentation, automated customer journeys and prospect campaigns.
• Strong analytical skills, with the ability to interpret data, identify trends and provide actionable recommendations.
• Experience working with CRM and marketing technology platforms, ideally Salesforce or similar enterprise environments.
• Proven ability to generate and nurture customer leads through targeted marketing initiatives.
• Strong project management skills, with the ability to manage multiple priorities and meet deadlines.
• Experience managing agencies, suppliers and external service providers.
• Experience managing budgets and monitoring expenditure.
• Strong stakeholder management and communication skills, with the ability to build successful working relationships across all levels of the business.
• High attention to detail and a commitment to delivering quality outcomes.
• Self-motivated, accountable and able to work effectively both independently and as part of a team.

Our Benefits, Rewards and Recognition include:

• A culture of continuous learning, growth and development. You will receive access to LinkedIn Learning and personal development opportunities which is why a large portion of our vacancies are filled by internal candidates.
• Additional leave benefits including a VGA Day, birthday leave and up to 20 weeks of paid parental leave.
• VGA operates under a hybrid working model, with a general guideline of 3 days per week in the office and 2 days working from home. Specific arrangements may vary based on team and business needs.
• Flexible working arrangements, including the opportunity to work remotely from anywhere in Australia for up to 10 days per year.
• Annual fitness and wellbeing subsidy towards a facility of your choice.
• Access to the VGA Car Lease Program
• Discounts on Audi, Cupra, Škoda and Volkswagen vehicle purchases.
  
  

Why Volkswagen Group Australia (VGA)?

Working at VGA provides opportunities for growth, personal development, and career opportunities. We also champion a workplace culture that thrives on passion, collaboration, efficiency, mindfulness, authenticity, and innovation.
If this sounds like the role and place for you to drive your career to great heights with a world-class organisation, please submit an application via the link.

Volkswagen Group Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience and backgrounds.

To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.

Successful applicants will be required to complete background checks through our external provider as a condition of employment.

If we can provide support with access requirements throughout the recruitment process or answer any role specific enquiries please reach out to the Recruitment Officer, Thao Vu - Thao.Vu@vwga.com.au.

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