Job Openings CRM Lead

About the job CRM Lead

  • Location: Work Remotely on Australian AEST time
  • Role type: Full-time
  • Company: Dijitally & Roomstay
  • Reports To: CEO


Job Description

We are seeking a strategic and experienced CRM Lead to join our dynamic digital marketing agency. As the CRM Lead, you'll take charge of the CRM strategy and production for our clients as well as our brands. You will oversee a talented team of three CRM Specialists. Our agency services a diverse portfolio of clients across the travel, fintech, education and meal subscription industries, giving you the unique opportunity to develop and execute innovative CRM campaigns tailored to different audiences.

This role offers a fantastic opportunity to shape our agency's CRM processes and client success strategies. With your expertise, you'll play a pivotal role in enhancing customer engagement, acquisition, retention, and overall lifecycle marketing performance for some of the most exciting brands in their respective industries.

Key Responsibilities

CRM Strategy & Leadership

  • Own and drive the overarching CRM strategy for the agency and its clients, delivering innovative, data-driven campaigns that align with business goals.
  • Lead, mentor, and inspire the CRM team, ensuring the successful execution of campaigns and continuous improvement of processes.
  • Act as a trusted advisor to clients, helping them refine their CRM approaches across platforms and customer touchpoints.
  • Position the CRM team for growth.

Client Campaign Development

  • Collaborate with client-facing teams to design and execute lifecycle marketing programs across email, SMS, in-app, and other direct communication channels.
  • Develop strategies tailored to client industries, whether optimising upselling and retention for subscription models, driving direct bookings for travel clients, or personalizing user engagement in fintech.
  • Measurement, Reporting and Optimisation
    Leverage data and analytics to segment audiences, optimise messaging and enhance campaign effectiveness for each client.
  • Implement robust reporting structures to measure the impact of CRM initiatives and provide actionable insights to both clients and agency leadership.

Cross-Functional Collaboration

  • Work closely with Performance Marketing, Creative, and Leadership to ensure seamless integration of CRM efforts with broader marketing campaigns.
  • Serve as the bridge between the CRM team and clients, ensuring CRM strategies align with overarching marketing objectives and client OKRs.

Team Leadership & Development

  • Coach the CRM team in best practices for automation, personalization, segmentation, and campaign analysis.
  • Keep the team updated on industry trends, tools, and compliance standards, ensuring the agency remains ahead of the curve in CRM innovation.

What You'll Bring

  • Proven experience (3-5 years) in CRM leadership roles, ideally within a digital marketing agency or a client-facing environment.
  • Expertise with leading CRM platforms such as Marketo, Salesforce, Iterable, Ontraport, HubSpot, with the ability to quickly adapt to new systems.
  • Strong understanding of CRM lifecycle stages, customer segmentation, lead scoring, and engagement strategies.
  • Hands-on experience in developing CRM strategies for B2C AND B2B industries like travel, subscription services, fintech and SaaS products.
  • Analytical and results-oriented mindset with a proven track record of optimizing campaign performance through data insights.
  • Exceptional leadership skills with experience managing, mentoring and
  • growing a global team.
  • Outstanding communication and stakeholder management skills, capable of building strong relationships with both internal teams and clients.
  • A proactive, collaborative attitude and the ability to thrive in a fast-paced, deadline-driven environment.

Remote Work Expectations

  • Work Hours: You'll work remotely and will need to be available during key business hours in the Australian AEST time zone, with flexibility for certain project deadlines required.
  • Collaboration: Maintain effective communication with the team via tools like Slack, Zoom, and email. Attendance at key virtual meetings will be required.
  • Self-management: Must be comfortable managing multiple tasks independently and maintaining clear communication with the agency's clients and project stakeholders.

Company Culture

  • At Dijitally, we foster a collaborative and results-driven environment where team members support each other in achieving personal and professional goals.
  • Work-life balance is a priority, even in a fast-paced digital agency setting, with flexibility around work schedules to ensure the team stays motivated and productive.
  • We value open communication, innovative thinking, and a can-do attitude that inspires everyone to push the boundaries of what's possible.

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