Loyalty & Direct Marketing Manager, Philippines, Remote

About Us

At BikesOnline , our mission and purpose of "Ride More, For Less" is born from our belief that cycling has the power to improve lives, and the environment. We love to break through old norms, to get bikes and products to our customers quickly and to have a laugh while we do it.

Founded in 2011, we’re global in our approach and presence with 80 staff in 6 countries and growing. We have a genuine focus on nurturing our team with generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint.

We are passionate cyclists who love inspiring others to ride more. We design our products, provide expert advice and support initiatives to encourage people from all walks of life to enjoy more cycling adventures. We are committed to delighting customers by sourcing and making quality products for less and providing a simplified and exceptional experience.

What You'll Do

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 mana