Product Owner - Customer

Job No.: 997097

Location: Melbourne - CBD & Inner

Job type: Full-Time

Country Road Group (CRG) is embarking on transformation to position itself for growth, leveraging our scale, capabilities and culture as a House of Brands. We are investing in new and existing capabilities and have a number of exciting opportunities available.

The Product Owner – Customer is responsible for overseeing the development and optimisation of Country Road Group’s marketing automation, loyalty programs, and customer identity resolution strategies. This role manages the Braze marketing automation platform, the Antavo loyalty platform, and will lead future identity resolution initiatives to improve personalised marketing, customer loyalty, and cross-channel consistency. 

As the key owner of these systems, the Product Owner ensures that these technologies work seamlessly together to deliver targeted, personalised customer experiences that drive engagement, retention, and loyalty. The role involves close collaboration with marketing, data, analytics, IT, and other product teams to ensure that all customer-facing initiatives are data-driven and aligned with business objectives. 

Key Accountabilities

• Own the strategic roadmap and day-to-day management of Braze, ensuring the platform is optimised to support personalised and automated marketing campaigns. 

• Develop and implement marketing automation strategies that leverage customer data to deliver highly targeted and personalised messaging across channels (email, mobile, push notifications, etc.).

• Oversee the development and optimisation of the Antavo loyalty platform, ensuring it supports customer retention and drives increased engagement through targeted rewards and loyalty initiatives. 
• Collaborate with the Product Owner – Engagement to align marketing automation with broader engagement and personalisation strategies. 
• Lead the implementation of new loyalty program features and enhancements, ensuring the platform evolves with customer needs and business goals. 

• Lead the strategy and implementation of identity resolution capabilities to ensure a unified, 360-degree view of the customer across all channels and touchpoints. 
• Manage and support the Business Analyst: Customer, who is responsible for running the experimentation stream for the loyalty program, including A/B testing and test-and-learn strategies to optimise customer engagement. 

Key Capabilities 

• Bachelor's degree in Marketing, Business, Information Technology, Data Science, or a related field. 
• Certification in Product Management, Agile, or relevant project management methodologies is advantageous. 
• Professional membership in recognised industry bodies
• Experience in a product owner or product management role, ideally within marketing automation, loyalty platforms, or customer data environments. 
• Proven experience managing marketing automation platforms like Braze, with a strong focus on building and optimising automated customer journeys.
• Experience working with loyalty platforms (e.g., Antavo) to develop and optimise loyalty programs that drive customer retention and engagement. 
• Expertise in marketing automation platforms (e.g., Braze), with experience in building automated workflows and customer journeys. 
• Proficiency in loyalty platforms (e.g., Antavo), with knowledge of loyalty program design, management, and optimisation. 
• Strong understanding of identity resolution techniques and platforms, with experience in managing customer identity across multiple touchpoints.

Why work for CRG?

The Country Road Group is one of Australasia’s largest Lifestyle Brand Houses comprising of iconic brands such as Country Road, POLITIX, Trenery, Witchery and MIMCO. Here are some of the great things we offer:

• Generous employee discounts across our House of Brands
• Seasonal clothing allowance
• An additional day of leave for your birthday
• An Industry leading Parental Leave Program
• Flexible working arrangements to support work/life balance
• Annual learning calendar to support the ongoing development of our team
• Support community partnerships across our Corporate Social Responsibility Program
• We are committed to operating ethically, sustainably, and responsibly.

Country Road Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.

Country Road Group prefers to manage all sourcing directly, please submit your applications to this role if you are interested. Please note introductions via agency will not be accepted.

Closing date: 10 Jan 2025 for applications

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