Since 2013, Modibodi® has been on a mission to make changing the world as easy as changing your underwear. Along the way, we’ve transformed the lives of our customers with our innovative, leak-proof apparel. As a globally recognized brand, Modibodi® champions conversations and initiatives that empower people to live more comfortably and sustainably. We are a Certified B Corp Business, committed to using proprietary innovation and patented technology to create thoughtfully made, market-leading designs.

About the Role:

As the Head of CRM & Loyalty, you will lead the development of our CRM and Loyalty strategy, crafting a seamless and connected customer experience. With ambitious plans to grow globally, you will scale, optimize, and operationalize the customer lifecycle, managing our integrated loyalty program, automated customer journeys, and daily trade communications. Your goal is to ensure we deliver the right messages to the right customers at the right time.

What You Will Do:

• Own and deliver the CRM & Loyalty strategy to engage, grow, and retain our customer base.
• Use data and insights to drive segmentation, personalization, and campaign effectiveness.
• Balance long-term strategic planning with day-to-day execution — aligning CRM initiatives with wider business and trading goals.
• Build and maintain database, including data quality and consent management
• Create scalable segments and dynamic audiences, using behavioral, transactional and predictive data
• Drive and report on customer metrics such as LTV, retention, and engagement
• Manage end-to-end execution of email, SMS, loyalty, reviews, and acquisition activity across regions.
• Own data flows and data quality into and out of CRM system(s)
• Oversee CRM (Emarsys) and loyalty (Yotpo) platforms, including ongoing optimization and tech integration.
• Drive creative alignment, A/B testing, and reporting to improve performance and customer experience.
• Ensure compliance with privacy regulations and best practices in email deliverability, consent management, and customer data handling.
• Collaborate cross-functionally and manage key external partners to support delivery.
• Track competitor activity and cultural moments to spot opportunities for timely engagement.

Who You Are:

You’ll bring over 10 years of experience in CRM and digital marketing, with deep technical and strategic expertise across key platforms – including Emarsys. Your ability to translate data into actionable insights and your hands-on experience with campaign execution will be essential in driving customer engagement and loyalty. Here’s what you’ll need to succeed:

• 10+ years’ experience in a similar role, with strong numerical, technical and analytical skills.
• Proven leadership experience, ideally within a growth-phase or retail environment.
• Multi-market experience, handling localization, time zone strategies, and multi-language templates.
• Solid hands-on knowledge of CRM platforms, such as Emarsys (preferred), Salesforce, Braze, as well as other digital platforms Shopify Plus, Yotpo.
• Proficiency in Google Analytics 4, Excel or Google Sheets, and other analytics tools to extract and interpret data insights.
• Comfortable defining roadmaps, identifying gaps and driving initiatives that elevate the role of CRM and loyalty within a broader customer and commercial strategy.
• Experience with data architecture and CRM integrations (e.g., Data feeds, custom event triggers, API usage, webhook management).
• A strong grasp of digital and email marketing best practices, with hands-on experience designing and executing effective campaigns.
• Excellent communication and project management skills, with a detail-oriented and methodical approach
• Strong leadership presence with a collaborative mindset
• A data-driven mindset, with a track record of using analytics to improve performance and drive growth
• Resilience, maturity, and a strong commercial mindset.

What we offer:

This is a Hybrid role. Based in our beautiful Rozelle office with hybrid flexibility (two days from home), we offer a competitive salary, supportive leave policies, regular social and team-building activities, and a close-knit culture that values your wellbeing.

#Modibodi

Caring, Connected, and Growing

At Modibodi, we believe in supporting both your professional journey and personal well-being as we work together to create a healthier, safer world. We are Caring, Connected, and Growing. Modibodi wouldn’t exist without a passion for growth, and that energy shines through in everything we do. We exist to make people’s lives better—including each other’s lives at work.

Joining Modibodi means more than just a job—it means being part of a mission. We’re deeply committed to making a positive impact on both humanity and the environment. By joining us, you’ll be driving meaningful change and helping to shape the future of personal care.

Application End Date:

23 May 2025

Job Requisition ID:

Essity252389