Senior Specialist, Membership & CRM (12-Month Contract)

Purpose & Overall Relevance for the Organization:

As part of the adidas Pacific Digital Activation Team, this role will lead the Pacific adiClub loyalty program and CRM communications across key consumer touchpoints.

You will work closely with local and global teams to deliver engaging, consumer-led communication strategies that support brand engagement, member growth, retention and commercial performance.

This role partners with eCommerce, retail, customer service, brand, media and agency teams to deliver CRM communications across email, push notifications, in-app messaging, .com, app and retail channels. The focus is on creating a connected consumer experience that builds loyalty, increases engagement and drives measurable business impact.

Key Responsibilities:

• Manage CRM communications across email, push notifications and in-app messaging, including calendar planning, audience segmentation, campaign build and deployment
• Own and manage the CRM communications calendar, ensuring activity is aligned to seasonal priorities, brand objectives and commercial targets
• Develop and deliver test-and-learn plans to improve CRM performance across opens, clicks, traffic, revenue and engagement
• Work with global stakeholders to review triggered lifecycle communications and assess effectiveness
• Deliver omnichannel lifecycle strategies that drive traffic, revenue, purchase frequency and member engagement
• Lead retention and re-engagement campaigns, from concept through to reporting and analysis
• Manage membership-focused communication touchpoints and acquisition activity across .com, app and retail
• Partner with the Manager, Membership & CRM on key membership projects, including program rewards and member benefits
• Work with brand communications teams and agency partners to support seasonal membership campaigns and events
• Partner with the media team and agencies on member acquisition campaigns and member engagement evaluation
• Own regular reporting for CRM and membership activity, including insights and recommendations for improvement
• Monitor market trends across CRM, loyalty, apps, personalisation and consumer communications
• Integrate personalisation tactics into CRM communications and measure performance impact
• Lead briefing of promotional campaign materials for digital channels
• Support the integration of new technologies, tools and service offerings into CRM and membership plans
• Partner with eCommerce teams to evaluate consumer journeys and identify opportunities to improve CRM and membership communications

KPIs:

• CRM communications are delivered on time and aligned to the agreed seasonal, commercial and brand calendar
• CRM engagement metrics improve through ongoing test-and-learn activity, including opens, clicks, traffic, revenue and overall engagement
• adiClub member acquisition, engagement, retention and re-engagement grow across .com, app and retail touchpoints
• Lifecycle, retention and personalised communication campaigns support omnichannel traffic, revenue and purchase frequency
• CRM and membership reporting is accurate, timely and includes clear insights and recommendations
• Strong collaboration is maintained with internal teams, global stakeholders and agency partners to deliver a consistent consumer experience

Key Relationships:

Internal

• Brand Activation
• eCommerce teams
• Retail teams
• Pacific Customer Service
• Global and Hub business units
• Digital Activation team
• Media team

External

• Creative agencies
• Media agencies, where relevant
• Technology and platform partners, where relevant

Knowledge, Skills & Abilities:

• Strong marketing knowledge with hands-on CRM marketing experience in a retail or consumer-facing business
• Experience planning, building and delivering CRM communications across email, push notifications and in-app messaging
• Understanding of retail, .com and app channels, with the ability to connect communications across the full consumer journey
• Good understanding of privacy, data use and consumer protection requirements in a marketing environment
• Performance-focused mindset, with confidence analysing results and identifying actions to improve performance
• Experience using tools such as Adobe Analytics, AppsFlyer, Salesforce Marketing Cloud or similar CRM, analytics and marketing platforms
• Strong project management skills, with the ability to manage multiple priorities and work independently
• Experience working with customer data, segmentation, lifecycle metrics and consumer engagement reporting
• Strong communication and stakeholder management skills, with the ability to build effective relationships across teams and geographies
• Experience managing complex processes involving multiple teams, markets or external partners
• Passion for technology, consumer experience, loyalty programs and data-led marketing
• Curious and proactive approach, with a focus on continuous improvement and testing new ideas

Requisite Education and Experience / Minimum Qualifications:

• 3 to 5 years of experience in CRM marketing, lifecycle marketing, loyalty marketing or a related digital marketing role
• Experience working with major brands or consumer-led businesses preferred
• Experience in an omnichannel environment across .com, retail stores and app channels
• Experience using CRM, marketing automation or analytics platforms preferred
• Photoshop or basic creative editing experience is a plus