GM: Customer Experience & Loyalty

Role: GM: Customer Experience & Loyalty
Brand: Rip Curl
Location: Torquay, Vic
About the role…
As we look to achieve our vision of being the Ultimate Surfing Company we have created a new position of GM Customer Experience and Loyalty to strengthen existing customer relationships, attract and obtain new loyal customers and create the most valuable, innovative and differentiated customer experience in the surf industry. Overall objectives and responsibilities of this role include;

  • Create Rip Curl’s global CX strategy across digital, retail and wholesale
  • Oversee the development of Rip Curl’s Customer Data Platform and personalisation strategy
  • Lead Rip Curl’s CRM and customer loyalty programs including the creation of loyalty programs based on strategy and in line with Product category targets
  • Work collaboratively with group executives in establishing our CX strategy for leading a customer centric mindset across Rip Curl group
  • Grow our customer database and associated revenue, through genuinely understanding and engaging customers.
  • Drive a data driven culture, utilising data to drive and/or support product design, innovation and marketing initiatives
  • Improve understanding of customer segmentation across all product divisions