Retention & Loyalty Manager - B2B

Company Description

Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients.

Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Recognised by the Deloitte Tech Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America.

Job Description

Our Retention & Loyalty Manager is responsible for leading the B2B CRM strategy for our Leafio business. This includes the strategic development, execution, and continuous refinement of multi-channel campaigns that drive loyalty and retention, whilst increasing the lifetime value of Leafio's pharmacy partners.

This role works closely with data, product, design and technology teams to continuously improve and enhance the customer experience, whilst ensuring best practice and data compliance. 

Strategy, Engagement and Retention 

• Develop the CRM strategy across activation, loyalty and retention. 
• Develop the customer journey (contact strategy) for each segment, ensuring each approach delivers a 'best in class' experience for our pharmacy partners.
• Develop campaign frameworks & content journeys that drive customer engagement and deepen relationships. 
• Develop segmented CRM strategies driving value and loyalty across all segments. 

Loyalty Program Development: 

• Optimise and launch new iterations of the loyalty program, to drive retention of existing customers, and increase repeat engagement + spend.
• Create and implement Account Based Marketing strategies to nurture and grow relationships across segments.
• Utilise data-driven insights to optimise the CRM function and all activities.

Research, Data and Insights

• Utilise data sources to generate insights that underpin all campaign strategy and CRM activity.
• Lead the team to use key data to segment and target audiences effectively, personalising all communications.
• Recommend optimisation techniques the team can utilise including A/B testing and control groups.
• Conduct customer research to understand preferences, behaviours, and sentiment. 

Data Governance and Compliance 

• Safeguard the brand through Privacy and SPAM act compliance and best practice. 
• Stay up to date on legislation changes and educate the team and stakeholders. 
• Adhere to all TGA requirements and ensure compliance with marketing legislation for schedule 8 products.

Data Analysis and Reporting 

• Work collaboratively with the data team to identify and improve CX and conversion in CRM communications. 
• Drive a test-and-learn culture and conduct ongoing A/B + multivariate testing. 
• Establish base metrics to measure and report/monitor on an ongoing basis. 
• Imbed standard automated campaign reporting to track results and performance. 
• Provide guidance to wider team on conditional logic, segmentation and topics related to Marketing Automation tools.
• Ensure maintenance of our CRM and Marketing Automation tools, best practices and procedures, including data management, privacy standards and system updates. 

Team Leadership

• Lead a team of CRM specialists across lifecycle automation, marketing and operations, to ensure team OKRs and deadlines are met.
• Support, mentor and develop team.

Qualifications

• Ideally 5+ years' experience in Loyalty & Retention Marketing (CRM).
• Experience developing and implementing CRM strategies and optimising customer lifecycle journeys (B2B channel experience is preferable)
• Extensive experience working with data & analytics to develop insights and inform campaign strategies. 
• Experience writing briefs, and working with creative teams to develop campaign deliverables (copy/creative)
• Team leadership experience (direct reports) 
• Experience using enterprise-level ESP, CRM or Marketing Automation tools - BRAZE specifically. 

Additional Information

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers. Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.