Showpo

Customer Success Manager

• Lead global CRM strategy and execution across email, app push and SMS in AU, NZ, US and UK markets, with a strong focus on retention, new customer onboarding, loyalty, and personalised journeys
• Own the new Klaviyo platform post-migration, leading all email, app push and SMS automated lifecycle flows, segmentation, testing and reporting
• Build and maintain a robust customer segmentation strategy using first-party and behavioural data to deliver personalised experiences across lifecycle stages
• Partner with Paid Media, Trading, Tech, Data, and Creative teams to align CRM strategy with broader performance, promotions and content priorities
• Manage and optimise Showpo’s loyalty program (market-specific across AU, NZ, US, EU/UK)
• Drive personalised customer journeys across Showpo’s website, cart, and checkout stages using Nosto
• Own reporting on CRM & loyalty KPIs: open/click rates, deliverability, churn, CLTV, repeat purchase, and loyalty redemption
• Lead A/B and multivariate testing across subject lines, content, CTAs, segmentation and frequency
• Coach & lead a CRM Specialist and EDM builder (offshore)

CRM & Loyalty Manager