CRM, Lifecycle and Loyalty Specialist
On-siteQueenstown, Otago, New Zealand
Job Summary
Design and manage end-to-end customer lifecycle journeys across email, SMS, and owned channels, building segmentation strategies to improve targeting and conversion. Create and optimise automated workflows covering lead nurture, booking conversion, pre-trip, on-trip, post-trip, and winback phases. Develop loyalty and retention initiatives that drive repeat bookings, referrals, and long-term engagement while analysing customer behaviour to turn insights into practical improvements. Lead ongoing testing and optimisation, including A/B testing, to enhance engagement outcomes. Own the quality and effectiveness of the CRM platform, ensuring data integrity and adoption across teams.
Required Qualifications
- Experience in CRM, lifecycle marketing, retention or marketing automation
- Hands-on experience building and managing automated customer journeys
- Confidence working with CRM platforms such as HubSpot, Salesforce or similar
- Strong analytical skills with the ability to turn data into clear action
- A strong understanding of how timing, tone and relevance influence customer behaviour
Desired Qualifications
- You'll ideally bring:
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