CRM Product Owner

About the position: We are looking for someone who is curious about the constantly changing nature of what AI can do to drive quality and efficiency as this role requires genuine hands-on experience with practical AI building capability. As the CRM Product Owner, you will take full ownership of our CRM platform and global customer lifecycle experience across Australia, the US, UK, Canada, and New Zealand. Sitting within Product & Strategy, you will uncover high-impact opportunities and lead initiatives across Tech, Data, Marketing, and Retail to elevate conversion and client retention.

Key responsibilities include:

• Own the CRM as a product and it's roadmap, lead product discovery, set priorities, drive adoption across frontline teams, and measure impact through commercial and customer outcomes.
• Shape the end-to-end customer journey from enquiry to post-purchase, identifying gaps and opportunities to improve conversion across all markets.
• Build and ship AI-enabled capability, deliver practical AI in the platform, such as lead prioritisation, next-best-action and personalisation, and be accountable for the results.
• Lead our lifecycle communications strategy for automated email and SMS journeys across multi-currency, multi-region markets, using dynamic content and robust logic, working with Brand and Marketing to keep automated communications and campaigns aligned.
• Partner with Data to maintain unified customer profiles, strict data quality, list health, and multi-jurisdictional compliance (GDPR, CASL), ensuring performance reporting is granular by market.

What we are seeking:

• Proven track record of actually building and shipping AI-enabled capability within CRM or lifecycle environments. You use AI every day and keep up with how quickly it's changing.
• 5+ years of experience in Product Ownership/Management or CRM Product, with demonstrated ownership of a CRM or customer engagement platform.
• Strong product management capability, including discovery, prioritisation, requirement setting, acceptance criteria and ownership of a roadmap.
• Experience mapping customer journeys across online and in-store touchpoints, and using that insight to shape lifecycle strategy across multiple markets, with working knowledge of privacy and marketing compliance (GDPR, CASL).
• Deep lifecycle execution experience behind you, including Klaviyo or a comparable platform (Braze, HubSpot, Salesforce Marketing Cloud), so building and optimising automated journeys across markets is second nature. ( MJ this might need your review)
• Strong analytical skills and confident stakeholder management across Retail, Technology, Marketing, Data and Executive teams.
• Highly regarded: brand-side experience in retail, ecommerce or a premium, considered-purchase category, and/or a consulting or strategy background.

What we offer

• Own a core global platform from strategy through to delivery, directly influencing revenue and customer experience across 5 major international markets.
• Lead cutting-edge AI implementations and lifecycle innovations in a tech-forward retail business.
• Fast-track your career trajectory alongside experienced product leaders in a rapidly scaling global brand.
• Enjoy a supportive, Monday–Friday corporate culture in our modern Kew office, complete with convenient parking options.
• Generous staff discounts on our fine jewellery, plus a 20% discount for your friends and family.
• An extra week of paid leave every year to support a charity close to your heart.
• Sponsorship of a child in need via Baptist World Aid for every full-time team member who joins our family.