ABOUT THE ROLE
MindArc is Australia's first Shopify Platinum Partner and a leading digital agency delivering end-to-end solutions for eCommerce merchants. As we scale our Marketing Business Unit, we are seeking an exceptional CRM Manager to lead our customer relationship management practice - a senior, commercially-minded individual who will build a high-performing team and set the strategic direction for CRM as a revenue-generating capability.
This is a founding leadership role within the business unit. You will bring deep hands-on expertise across market-leading CRM platforms, a sharp understanding of eCommerce retention strategies, and the commercial drive to grow a profitable practice.
KEY RESPONSIBILITIES
CRM Strategy & Delivery
- Lead the design and execution of lifecycle marketing strategies for eCommerce merchant clients across email, SMS, and automation channels
- Develop segmentation, personalisation, and retention frameworks tailored to DTC and omnichannel retailers
- Oversee campaign planning, execution, and performance reporting - ensuring best-in-class output and measurable ROI for clients
- Serve as the escalation point for complex client challenges, platform migrations, and strategic CRM reviews
Platform Expertise & Advisory
- Act as the subject matter expert for Klaviyo, Mailchimp, and Dotdigital - providing authoritative guidance to clients and internal stakeholders
- Evaluate emerging CRM and marketing automation platforms to expand MindArc's service capability over time
- Drive platform partnership relationships (including Klaviyo partner programme participation), leveraging co-sell and co-marketing opportunities
Team Building & Leadership
- Recruit, onboard, and develop a specialist CRM team as the business unit grows
- Establish team standards, workflows, and quality benchmarks for client delivery
- Mentor and coach team members to develop platform expertise and client management skills
Client & Stakeholder Engagement
- Manage senior client relationships, acting as a trusted adviser on CRM strategy and digital marketing performance
- Collaborate with MindArc's eCommerce, digital marketing, and technology practices to deliver integrated solutions
- Support new business development by contributing to proposals, pitches, and scoping engagements
SKILLS & EXPERIENCE
Essential
- 5+ years of hands-on CRM and lifecycle marketing experience, ideally within a digital agency or eCommerce environment
- Demonstrated expertise in Klaviyo - including advanced flows, segmentation, A/B testing, and integration with Shopify
- Working knowledge of Mailchimp and Dotdigital, with the ability to lead client engagements across all three platforms and talk to potential migrations to Klaviyo
- Strong understanding of eCommerce merchant challenges: cart abandonment, post-purchase retention, LTV optimisation, and win-back strategies
- Commercially minded with direct P&L exposure or strong commercial awareness in a client-facing environment
- Proven ability to manage and grow client relationships at a senior level
- Excellent written and verbal communication skills, with the ability to translate complex CRM strategies into clear client-facing narratives
Desirable
- Experience with Shopify or Shopify Plus merchant ecosystems
- Familiarity with additional platforms such as Attentive, Yotpo, or similar retention and loyalty tools
- Prior experience hiring, leading, or mentoring a CRM or marketing automation team
- Klaviyo Partner or platform certification credentials
- Experience contributing to agency growth - new business, proposals, and service packaging
WHAT WE OFFER
- A genuine leadership opportunity to build and own a business unit from the ground up
- Backing from Australia's leading Shopify agency - with an established client base and cross-sell pipeline
- Competitive salary with a performance-linked bonus structure tied to business unit results
- Hybrid working arrangements based in Sydney
- A collaborative, ambitious team culture that rewards initiative and expertise
- Access to cutting-edge eCommerce and martech partnerships
- Fortnightly half day Friday
- EAP provided to all MindArc employees
If this role sounds like you, come join the MindArc team and take your career to the next level!
MindArc is committed to creating an inclusive and diverse workplace, and we strongly encourage applications from all backgrounds and identities to apply.
Please no phone calls from agencies/recruiters - this is a direct hire
Pay: $90,000.00 – $120,000.00 per year
Work Location: Hybrid remote in Camperdown NSW 2050
