CAREERS & JOBS (LOYALTY & CX)

Pandora Australia is hiring: CRM & Loyalty Specialist

As the largest jewellery company in the world, we give a voice to millions of people’s loves every day. We sell three pieces of our hand-crafted jewellery every second and have the largest network in the industry, with almost 7,000 points of sale around the globe and a strong online business.

Launching in Australia in 2004, Pandora Australia New Zealand (ANZ) has since become the fourth largest market for the Danish jewellery house with 146 stores across the ANZ network, 130 employees in corporate and over 600 employees in retail.

We pursue sustainability in everything we do and have set ambitious and measurable targets across every touchpoint of our business, from sourcing through to the materials we use and the marketing of our products.

Our people

Our global workforce is made up of over 33,000 passionate people who, in 2023, helped Pandora record the highest earnings to date, led by a refreshed long-term growth strategy. The pace of our progress has created an energising, ambitious culture where we are empowered to be ourselves and equipped to deliver our very best.

As we continue to grow, we also continue to invest in our talent. We’re looking for people who share our values and can help us bring our ambitions to life.

Why work with us?

Our people are an integral part of our success. Our commitment to unforgettable career progression is just the start. We offer a competitive rewards package that is second to none.

Our generous benefits package includes:

• North Sydney Office – Hybrid working model
• 60% off staff discount
• Team ‘diamond days’ to connect outside of the office
• Growth opportunities and career planning
• Subsidised comprehensive healthcare cover with BUPA
• Novated leasing
• Generous STIP bonus
• A day off on your birthday and birthday voucher
• Comprehensive individual wellness support

Main Purpose of the role:

The main purpose of the CRM & Loyalty Specialist is to drive fan engagement, retention and a personalised and targeted customer experience through the email channel that translates to commercial business objectives and revenue targets (online and in store). To grow the Pandora Club database and build insights around audience behaviour, identifying opportunities to drive increased purchase frequency, lifetime value and fan engagement.

Key Accountabilities:

Email & SMS Marketing Strategy:

• Plan and manage the local email and SMS marketing calendar to ensure timely, relevant, and engaging communications for members.
• Leverage customer insights and data to deliver a highly targeted and personalised experience across all communication touchpoints.

Customer Journey Optimisation:

• Design, implement, and optimise automated customer journeys, aligning with the company’s lifecycle marketing strategies.
• Continuously improve customer experiences by mapping and refining key touchpoints to maximise engagement and retention.

Campaign Reporting & KPI Achievement:

• Analyse and report on campaign performance, ensuring alignment with established KPIs.
• Use data insights to refine and enhance strategies for optimal impact.

Continuous Improvement through Data-Driven Strategies:

Conduct A/B testing, audience segmentation, and other data-driven approaches to continually improve marketing campaigns and customer experiences.

• Drive the growth and engagement of customer databases using insights to inform segmentation and targeting.

CRM & Loyalty Program Management:

• Manage and drive local loyalty programs, collaborating closely with all business functions to achieve Club/Loyalty KPIs.
• Act as the local subject matter expert (SME) for all CRM and loyalty system-related queries.

Market Awareness & Trends:

• Stay up-to-date with both local and international CRM, loyalty, and direct marketing trends, adapting strategies to incorporate new best practices and technologies.
• Apply industry knowledge to enhance customer engagement and program effectiveness.

Data Analysis & Strategic Growth:

• Identify and capitalise on opportunities for growth through in-depth analysis of customer behaviour, preferences, and performance trends.
• Contribute to the development of short and long-term digital strategies that foster customer loyalty and business growth.

Privacy & Compliance:

• Ensure all marketing activities adhere to privacy laws and direct marketing compliance regulations.
• Collaborate with legal teams to ensure the protection of customer data and the proper execution of marketing strategies in accordance with local and international privacy laws.

Team Leadership

• Lead and manage a team of one, providing guidance, support, and development opportunities to drive team performance and productivity.

Personal Competencies:

• 5+ year’s experience and/or equivalent combination of experience and education accepted
• Experience in CRM and loyalty management within a large omni channel environment
• Experience in contributing to CRM and loyalty strategy
• Confidence and experience in presenting at senior level forums with complex information, and gaining approvals is preferable
• Proven experience working with external agencies and third parties
• A deep understanding of, and experience in, database and event or trigger-based marketing is preferable.
• Cross-functional collaboration
• Loyalty, Marketing, Email Marketing, Retail industry or similar B2C experience

If you are looking for a new challenge and feel you have the relevant skills then don’t miss out! Please click apply to submit your application.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.

If you require reasonable adjustments in place during your interview(s), please make us aware as soon as possible

Source: Pandora