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About the Role
This role owns Braze end to end, translating customer strategy into live, personalized programs across email, SMS, and push to ensure every communication drives a deeper, more relevant, and impactful customer experience. You will work closely with Data, Analytics, and Merchandising, manage the CRM agency, and represent the CRM channel to senior stakeholders.
Responsibilities
- Owning the CRM channel strategy and 12-month technical roadmap, translating business priorities and next best action logic into a live program of automation, personalization, and channel optimization.
- Architecting and building lifecycle journeys in Braze, including trigger logic, decisioning, dynamic content, and connected content.
- Implementing next best action outputs from the Customer Strategy team into the platform.
- Running the deliverability and QA program across all CRM channels, protecting inbox placement, maintaining send hygiene, and ensuring quality of customer communications.
- Measuring performance and driving continuous improvement across all CRM activity, including building reporting frameworks and identifying trends.
- Managing the CRM agency relationship, including briefing, reviewing outputs, and holding partners accountable.
Requirements
- Experience using AI in day-to-day work and redesigning work approaches with it.
- Deep, hands-on Braze experience, or equivalent depth in tools like Klaviyo, Iterable, or Salesforce Marketing Cloud.
- Proven track record of owning a CRM or marketing automation program end-to-end.
- Experience translating strategic inputs into live CRM programs.
- Data literacy, including confident work with customer data and performance dashboards.
- Experience leveraging large customer datasets to design and deliver highly personalized CRM programs.
- Strong cross-functional collaboration skills with data, analytics, merchandising, and product teams.
- Experience managing agency or vendor relationships.
- Clear communication skills for presenting CRM strategy and results to senior stakeholders.
Skills
- Braze
- Klaviyo
- Iterable
- Salesforce Marketing Cloud
- CRM strategy
- Marketing automation
- Journey architecture
- Personalization
- Automation
- Deliverability
- QA
- Performance measurement
- Data analysis
- Cross-functional collaboration
- Agency management
Location
- Sydney
Work Type
- Flexible working
- Hybrid
Experience Level
- Mid-level
- Senior-level
Benefits
- Heaps of development opportunities
- Lunch & learns
- Secondments
- Unlimited learning courses via Go1
- Flexible working environment
- Up to 50% employee discount
- Product sample giveaways
- Pawrental leave
- Wellbeing leave
- Volunteer days
- Fitness corporate partnership
About the Company
- Pet Circle is Australia's biggest online pet retailer, founded in 2011.
- The company aims to provide a better way for pet parents to care for their pets through technology and innovation.
- Pet care is a $15 billion industry in Australia, with growing expectations from modern pet parents for expert advice, personalized experiences, convenience, and reliability.
- Pet Circle is building the future of pet care through technology and innovation.
Equal Opportunity
- Everyone (& their pets) are welcome.
- Different backgrounds, perspectives and experiences make our work sharper and our days more interesting.
- If you need anything adjusted in the process to do your best, just say the word, we're happy to help.