Strategy Director, CRM & Loyalty

Location: Hybrid role with required in-office days in Sydney – Gadigal Country or Melbourne – Wurundjeri Country, Australia

Company

hirify.global is a design and innovation agency within WPP that combines strategy, creativity, technology and data to create digital services, products and customer experiences.

What you will do

• Lead complex CRM, loyalty and customer growth engagements from strategy through implementation.
• Design customer value propositions, loyalty programmes, lifecycle journeys and transformation roadmaps.
• Translate customer insight and behavioural data into measurable commercial strategies.
• Define approaches to segmentation, personalisation, measurement and test-and-learn.
• Advise clients on first-party data, consent, governance, activation and marketing automation platforms.
• Build multidisciplinary solutions, develop client relationships, lead pitches and mentor strategists.

Requirements

• Extensive experience leading CRM, loyalty or customer growth strategy in an agency, consultancy or in-house environment.
• Deep expertise in loyalty programme design, CRM, lifecycle strategy, personalisation and measurement.
• Commercial ability to connect customer value with business performance.
• Experience with a major CRM or marketing automation platform.
• Ability to present complex ideas to senior stakeholders and work through ambiguity.
• Collaborative approach with a strong commitment to developing others.

Nice to have

• Braze experience.
• Interest in emerging technology and the responsible use of AI.

Culture & Benefits

• Hybrid working model with required in-office days to support creativity, collaboration and connection.
• Inclusive equal opportunity workplace committed to respect and career progression.
• Flexibility and workplace accommodations can be discussed during the interview process.