Loyalty & Direct Marketing Manager, Philippines, Remote

Bikes Online

16h • Remote

About The Position

We are looking for an experienced Loyalty & Direct Marketing Manager to lead our loyalty, email and SMS marketing across Australia and the USA. This is a hands-on role for someone who can develop the strategy and bring it to life. You’ll manage campaigns and automated customer journeys, improve customer retention and help increase repeat purchases and customer lifetime value. Reporting to the Head of Marketing, key responsibilities include:
Email Marketing Campaigns : Plan and execute email marketing campaigns aligned with overall marketing objectives, product launches, and seasonal promotions. Segment the customer database based on various criteria (e.g., preferred riding style, propensity to spend, geography) to ensure personalised and relevant communications. Create compelling and engaging email content, including newsletters, promotional offers, event invitations, and product updates.
Marketing Automation : Utilise marketing automation tools to schedule, deploy, and track email campaigns. A/B test different email variations and offers to optimise open rates, click-through rates, and conversion rates. Monitor and analyse email performance metrics to identify areas of improvement and inform future strategies.
Loyalty Program Development : Develop and implement customer loyalty strategies and programs to increase customer retention and repeat purchases. Analyse customer data to identify trends, preferences, and opportunities for improving loyalty initiatives. Collaborate with cross-functional teams to design and implement loyalty program enhancements, promotions, and rewards.
Customer Retention and Engagement : Implement strategies to enhance customer satisfaction throughout the customer journey and turn customers into advocates for BikesOnline. Develop retention-focused communications to nurture long-term relationships with customers. Address customer feedback and concerns promptly and effectively to foster positive customer experiences. Work with internal Customer Service leaders to suggest and implement strategies and process improvements, enhancing the customer experience and satisfaction.
Data Analysis and Reporting : Regularly analyse the performance of loyalty programs and email campaigns, providing actionable insights and recommendations. Track key performance indicators (KPIs) such as customer retention rate, average order value, average items per order, and customer lifetime value. Prepare reports and presentations to communicate results and progress to stakeholders.
Compliance and Best Practices: Ensure compliance with relevant data protection and email marketing regulations (e.g., GDPR, CAN-SPAM Act). Stay up-to-date with industry best practices and trends in loyalty programs and email marketing.
Leadership : Identify areas for process improvement and implement efficiency measures to optimise workflows and productivity, encouraging a culture of continuous improvement and innovation within the team. Prepare and manage budgets ensuring financial resources are allocated efficiently and in line with organisational objectives. Monitor budget variances and implement cost-saving measures where applicable. Demonstrate sound judgement in complex situations, balancing risks and benefits. Foster open communication and collaboration within the team and across departments to ensure the seamless flow of information and ideas.
Process Improvement & AI Utilization Strategically integrates AI solutions across various team functions to optimize processes, improve resource allocation, and drive measurable improvements in operational performance. Evaluate AI's impact on key metrics, ensuring its deployment contributes to significant gains in efficiency and supports broader organizational objectives.

Requirements

• Proven experience in ecommerce email, CRM, lifecycle or retention marketing.
• Strong hands-on experience using Klaviyo.
• Experience independently building, optimising and troubleshooting automated flows.
• Experience managing email and SMS campaigns from strategy through to deployment and reporting.
• A strong understanding of customer segmentation, personalisation, triggers, suppression, deliverability and list health.
• Demonstrated ability to develop email and lifecycle strategies—not just execute individual campaigns.
• Experience using data and experimentation to improve customer engagement and commercial performance.
• Strong written communication, copywriting and customer instincts.
• Strong organisation and project management skills, with the ability to manage multiple campaigns, deadlines and stakeholders.
• Confidence working remotely and collaborating with international teams.
• Qualifications in marketing, communications, business or related field
• Proven experience in ecommerce email, lifecycle or retention marketing.
• Strong hands-on Klaviyo experience.
• Experience developing email strategies and independently building and optimising automated customer journeys.

Nice To Haves

• Experience marketing high-consideration products such as bikes, furniture, appliances, automotive, electronics, travel or similar.
• Experience designing or managing loyalty, rewards or referral programs.
• Experience marketing to customers in Australia and the USA.
• Tertiary qualifications in marketing, communications, business or a related field.
• Experience with Shopify, Freshdesk, HTML or CSS.
• Experience working with designers, copywriters, developers and merchandising teams.

Responsibilities

• Plan and execute email marketing campaigns aligned with overall marketing objectives, product launches, and seasonal promotions.
• Segment the customer database based on various criteria to ensure personalised and relevant communications.
• Create compelling and engaging email content, including newsletters, promotional offers, event invitations, and product updates.
• Utilise marketing automation tools to schedule, deploy, and track email campaigns.
• A/B test different email variations and offers to optimise open rates, click-through rates, and conversion rates.
• Monitor and analyse email performance metrics to identify areas of improvement and inform future strategies.
• Develop and implement customer loyalty strategies and programs to increase customer retention and repeat purchases.
• Analyse customer data to identify trends, preferences, and opportunities for improving loyalty initiatives.
• Collaborate with cross-functional teams to design and implement loyalty program enhancements, promotions, and rewards.
• Implement strategies to enhance customer satisfaction throughout the customer journey and turn customers into advocates for BikesOnline.
• Develop retention-focused communications to nurture long-term relationships with customers.
• Address customer feedback and concerns promptly and effectively to foster positive customer experiences.
• Work with internal Customer Service leaders to suggest and implement strategies and process improvements, enhancing the customer experience and satisfaction.
• Regularly analyse the performance of loyalty programs and email campaigns, providing actionable insights and recommendations.
• Track key performance indicators (KPIs) such as customer retention rate, average order value, average items per order, and customer lifetime value.
• Prepare reports and presentations to communicate results and progress to stakeholders.
• Ensure compliance with relevant data protection and email marketing regulations (e.g., GDPR, CAN-SPAM Act).
• Stay up-to-date with industry best practices and trends in loyalty programs and email marketing.
• Identify areas for process improvement and implement efficiency measures to optimise workflows and productivity.
• Prepare and manage budgets ensuring financial resources are allocated efficiently and in line with organisational objectives.
• Monitor budget variances and implement cost-saving measures where applicable.
• Demonstrate sound judgement in complex situations, balancing risks and benefits.
• Foster open communication and collaboration within the team and across departments to ensure the seamless flow of information and ideas.
• Strategically integrates AI solutions across various team functions to optimize processes, improve resource allocation, and drive measurable improvements in operational performance.
• Evaluate AI's impact on key metrics, ensuring its deployment contributes to significant gains in efficiency and supports broader organizational objectives.

Benefits

• SSS, PhilHealth and Pag-IBIG coverage.
• 13th-month pay.
• A minimum of 12 paid Philippine public holidays each year.
• Statutory employment protections and leave entitlements under Philippine employment laws.
• Five days of paid Service Incentive Leave after 12 months of service, credited on each service anniversary.
• Intellicare health insurance after three months.
• TendoPay benefits after five months.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree