CRM & Engagement Lead

About the Opportunity

Are you passionate about creating meaningful customer experiences that drive real results? As the CRM & Engagement Lead, you’ll play a key role in shaping how we connect with customers across their journey - from their very first interaction through to driving retention and growing customer lifetime value.

This role is perfect for someone who thrives at the intersection of data, technology, and creativity. Sitting within the Customer Experience team and reporting to the Loyalty Manager, you’ll be responsible for overseeing execution of day-to-day CRM campaigns and lead the delivery of targeted, personalised, and high-performing customer journeys leveraging our Marketing Automation platform.

What you will be doing:

As our CRM & Engagement Lead, you’ll:

• Own the day-to-day performance and oversee delivery of our CRM campaigns, segmentation strategies, and automation journeys.
• Lead and optimise end-to-end customer lifecycle journeys - from acquisition and onboarding through to retention and win back.
• Execute multi-channel campaigns (email, SMS, push, in-app) using our marketing automation platform to deliver timely, relevant, and engaging messaging.
• Leverage customer data and insights to drive personalisation strategies, customer value, and campaign performance.
• Partner with cross-functional teams - Marketing, Digital, Promotions, Data - to ensure CRM activity aligns with broader business goals.
• Report on campaign performance, test-and-learn outcomes, and customer engagement insights to inform future strategy.

You’re likely a match if you are/have:

• A customer-first mindset with a passion for delivering seamless, data-informed journeys.
• 3+ years’ experience in CRM, loyalty, or customer engagement within a retail or ecommerce setting.
• Hands-on experience with marketing automation platforms (e.g., Braze, Emarsys, Salesforce Marketing Cloud, Adobe Campaign).
• Strong understanding of lifecycle marketing, segmentation, and campaign optimisation.
• Commercially savvy - you know how to link CRM activity to business outcomes like retention, upsell, and customer lifetime value.
• Curious and analytical - you’re not a data scientist, but you love digging into campaign results and asking the right questions.
• Organised and adaptable - you thrive in a fast-paced, cross-functional retail environment.
• A collaborative team player who can confidently manage stakeholders across marketing, digital, and data teams.
• Experience managing CRM integrations across platforms like eCommerce, loyalty engines, and CDPs.

Apply now and help shape the future of customer engagement at Total Tools.

What’s on offer

We’re proud to offer a workplace that supports your well-being, growth, and belonging: 

🏖️ Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually 

📚 Career Growth: Endless learning and development opportunities 

👶 Parental Leave: 12 weeks of gender-neutral paid leave for primary carers 

🌈 Inclusive Culture: Bronze Employer for LGBTQ Inclusion 

⚖️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025)  

🧠 Mental Health: Gold accreditation by Mental Health Australia 

🏡 Flexibility: Flex Ready and Family Friendly Workplace accredited 

About Us

At Total Tools & Hardware Group (Part of Metcash), we’re more than just a group of hardware and tool retailers — we’re a national network helping build stronger communities.

Backed by trusted brands like Mitre 10, Total Tools, and Home Timber & Hardware, TTHG supports independently owned, joint venture, and company-owned stores across Australia. With a strong focus on local ownership and expert advice, we give tradies, builders, and DIYers the edge they need to tackle any job — big or small. Whether it’s trade-quality tools from Total Tools or reliable hardware from Mitre 10 and HTH, TTHG is the powerhouse behind the stores that keep Australia building.

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