So… who are we?
Techtronic Industries (TTI) is a global organisation and world‑class leader in quality consumer and professional products marketed to the home improvement and construction industries. TTI’s portfolio includes the world’s largest DIY Power Tool and Power Garden brand in RYOBI, along with other market‑leading brands such as AEG, Hoover, Vax, Kango and Empire.
Every member of our team plays a vital role, and you will too. You’ll have the opportunity to grow, innovate, and make a meaningful impact as we continue to strengthen how we connect with customers and build long‑term loyalty across our portfolio of iconic brands.
About the Role
Reporting to the Head of Customer Strategy, the Senior CRM and Loyalty Manager will lead the CRM and Loyalty function across TTI’s brand portfolio. This role is accountable for defining and delivering strategies that drive customer loyalty, engagement, satisfaction, and retention—ultimately increasing customer lifetime value across the full lifecycle.
This is a senior, highly collaborative role that blends strategic leadership with hands‑on execution. You will lead a team of CRM specialists, partner closely with Marketing, Digital, Product, Sales, Service and Technology teams, and work with external platform partners to deliver seamless, personalised customer experiences. The role is based in Mount Waverley.
Responsibilities
- Lead and evolve the CRM and Loyalty strategy and roadmap across the brand portfolio to drive customer lifetime value and brand affinity
- Manage and develop the CRM team, fostering a high‑performance culture with clear objectives, coaching, and regular performance feedback
- Drive the development and delivery of loyalty propositions, including value proposition design, infrastructure enablement, and customer impact assessment
- Own customer segmentation, lifecycle strategies and personalisation frameworks to deliver relevant, timely communications across channels
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Partner with Product, Sales, Service and Digital teams to identify and deliver initiatives that improve the end‑to‑end customer experience
- Champion the effective use of customer data to drive insight‑led decision making while ensuring compliance with privacy and regulatory requirements
What We Offer
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Hybrid working model – flexibility for balance
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A strong focus on well-being with access to our Wellbeing Hub and Employee Assistance Program (EAP)
- Generous product discounts – because we believe in what we create!
- Recognition programs and social events to celebrate team successes
- Professional development opportunities to support your career growth
- Paid parental leave and other benefits to support your life, not just your job
What You Bring
- Proven experience leading CRM and/or Loyalty programs within a complex, consumer‑focused environment
- Strong people leadership capability, with experience coaching and developing high‑performing teams
- Demonstrated success in driving customer engagement, retention, and lifetime value through data‑driven strategies
- Hands‑on experience with CRM platforms and marketing technology (Salesforce CRM, Sales Cloud and/or Marketing Cloud highly regarded)
- Strong analytical and commercial acumen, with the ability to build business cases and measure ROI
Sounding like you? GREAT! APPLY NOW — we’d love to hear from you.
