Job Description

The People Plugin is proud to be partnering with Crop Shop Boutique (CSB), a high-growth Australian e-commerce brand redefining athleisure, to recruit a talented Loyalty Performance Manager.

Founded in 2019 by Rachel Dillon, CSB blends style, function and confidence in every piece, with a mission to empower women worldwide. CSB is built for the active woman, elevated yet effortless, functional yet comfortable, and continues to scale globally with its mantra at the heart of everything it creates: wear with confidence.

About the Role

Reporting to the Senior Performance Marketing Manager, the Loyalty Performance Manager will be responsible for driving the performance, engagement and commercial impact of CSB’s loyalty program and member ecosystem.

This role has been created to give loyalty the dedicated focus it deserves. You will own the strategy, execution and optimisation of loyalty initiatives across member engagement, lifecycle journeys, CRM communications, activations, offers and community moments.

This is not a purely CRM coordination role. It is about treating loyalty as a meaningful commercial and brand growth lever, driving repeat purchase, customer lifetime value, retention and deeper community connection.

You will work cross-functionally across Performance, CRM, Brand, Merchandise and Customer Experience to ensure loyalty is embedded across the full customer journey, not just through email sends or points-based rewards.

Key Focus Areas

Loyalty Strategy & Growth

• Own and optimise CSB’s loyalty program strategy, with a focus on member acquisition, engagement, retention, repeat purchase and customer lifetime value.
• Identify opportunities to evolve the loyalty offering, improve participation and strengthen the overall member value proposition.

Member Engagement & Community

• Develop member engagement strategies that build customer connection, advocacy and brand affinity.
• Create loyalty-led moments across digital and physical touchpoints, including VIP initiatives, exclusive access, activations and community experiences.

Loyalty Communications & CRM

• Own loyalty communications across key lifecycle stages, including onboarding, engagement, VIP retention and reactivation.
• Work closely with the CRM Lead to ensure loyalty messaging is segmented, relevant and aligned with broader brand and lifecycle communications.

Offers, Activations & Events

• Plan and execute loyalty-led promotional offers, member activations and engagement initiatives aligned to key trading and brand moments.
• Partner with Brand, Merchandise and Customer Experience teams to deliver member-first experiences that drive both engagement and commercial outcomes.

Performance & Commercial Thinking

• Monitor loyalty performance across key metrics including loyalty revenue contribution, repeat purchase, redemption, retention and LTV.
• Use data, customer insights and testing to refine strategy, improve campaign performance and identify scalable growth opportunities.

Cross-Functional Delivery

• Project manage loyalty initiatives across internal teams and external platforms.
• Ensure loyalty is embedded across campaigns, launches, brand moments and customer touchpoints in a way that feels connected and commercially meaningful.

About You

You are a commercially minded loyalty, CRM or customer engagement specialist who understands how to turn customer connection into repeat purchase, advocacy and long-term brand value.

You bring:

• 4 to 7 + years’ experience in loyalty, CRM, retention, customer engagement or lifecycle marketing, ideally within e-commerce, DTC, retail, fashion, beauty or lifestyle brands
• Strong understanding of loyalty programs, customer segmentation and lifecycle communications
• Experience working with CRM, loyalty or customer engagement platforms
• A data-led approach, with the ability to interpret performance and turn insights into action
• Strong project management capability across campaigns, activations and cross-functional initiatives
• The ability to balance commercial outcomes with brand experience and community connection
• Strong communication and stakeholder management skills
• A proactive, innovative mindset and genuine interest in building loyalty programs that go beyond points and email sends

Loyalty experience is highly preferred, however strong CRM or retention experience with a genuine passion for loyalty and customer engagement will also be considered.

Why Join Crop Shop Boutique?

This is an opportunity to join one of Australia’s fastest-growing e-commerce brands and play a key role in elevating CSB’s loyalty program into a true growth and community engine.

You will have the opportunity to take ownership of loyalty as its own dedicated function, helping shape how CSB rewards, engages and grows its member community through smarter strategy, better data, stronger activations and more meaningful customer experiences.

How You’ll Benefit

• Be part of CSB’s mission to empower women globally to feel confident and comfortable, CSB style
• Continued career growth with limitless opportunities
• Hybrid working arrangements, including a balance of WFH and office days
• Access to CSB’s generous Parental Package with extended leave options for both parents
• Full access to a state-of-the-art gym at CSB HQ
• A competitive flexible working policy
• Generous staff discounts and regular access to free samples
• An exciting team engagement calendar filled with initiatives and activities

How to Apply

If this sounds aligned to your experience and future career goals, we’d love to connect. Please submit your resume or reach out for a confidential discussion. Contact Xanthe at xanthe@thepeopleplugin.com with any questions.