CRM Specialist

We are seeking a highly capable CRM specialist to join the Guardian's Australia team on a full-time, permanent basis in our Sydney office. This opportunity is designed to support Guardian Australia's reader revenue and reader engagement ambitions by serving as the region's in-house expert on CRM. You will embed deep hands-on expertise in-market to take local ownership of CRM engagement, while maintaining strong alignment with global best practices by working closely with our expert CRM teams in the UK and US.

In this role you will...

• Deliver multi-channel and measurable reader and supporter journeys and campaigns using our CRM tools (Braze, mParticle), email-building tool (Taxi), and in-house channel management infrastructure, working closely with global and local teams.
• Become an expert Braze user, supporting and promoting its effective use within the business; actively attending regular knowledge sessions and meetings with central teams in the UK to ensure best practices are executed in the Australian market.
• Become knowledgeable and proficient on our audience segmentations and available data points to create new customer journeys or optimise existing ones.
• Become knowledgeable and proficient on internal Guardian guidelines around privacy and consent, and use this knowledge to shape CRM strategies for the Australian market.
• Take local ownership of ongoing CRM engagement and reader revenue activity, with a specific focus on building direct relationships and habits, converting readers into supporters, keeping supporters engaged, and reducing supporter churn.
• Develop, build and provide quality assurance on customer data segments for communications via Braze.
• Provide assistance to other regions, including quality assurance checks on campaigns.
• Work with senior managers to define targets, produce accurate reporting, and monitor benchmarks relating to engagement and acquisition performance, providing recommendations for future activity.
• Contribute to design briefs and work closely with colleagues to ensure that delivered assets are up to specification, deployed optimally and effective in delivering against objectives.
• Present plans and activity performance to a broad range of stakeholders, taking part in team and cross functional meetings in-person and remotely.

You'll bring....

Knowledge and experience

• At least three years experience in a CRM role.
• Demonstrated understanding of core CRM principles such as segmentation, automation and journey design.
• Working knowledge of HTML.
• Prior experience using Braze is preferred but not essential.

Skills / behaviours

• Impeccable attention to detail and understanding of CRM best practices.
• Ability to grasp new concepts and technical instructions quickly.
• Adaptable, self-motivated and proactive.
• Good eye for design and user experience.
• Keen interest in news and current affairs.
• Strong, clear, concise communicator with strong written English.
• Good at digesting and critically assessing strategy and plans.
• Team player with strong soft skills and the ability to build productive and collaborative working relationships.
• Strategic and critical thinker.
• Excellent time-management and organisation skills, with the ability to prioritise and balance competing tasks and meet deadlines, and keep stakeholders informed.
• A strong interest in, and understanding of, the Guardian brand.
• Willingness and ability to attend out-of-hours virtual meetings with UK and US counterparts.

About working at Guardian Australia...

• Hybrid working
• Employee assistance program (EAP) to support employee wellbeing
• Paid volunteer leave
• Dedicated diversity and inclusion employee groups, action plans (including our Reconciliation Action Plan) and cultural competency training
• Guardian digital subscription

For more information please view the full job description here.

To apply for this position, please apply online and upload your resume (maximum three pages) plus covering letter. In your covering letter please outline your motivation for applying for the role and why you think you are suitable.

Closing date for applications: Thursday 16 July 2026

If you have application questions or if you require an adjustment to be made during the recruitment process, please email [email protected]

We believe that our role in the Australian media is to give a voice to the most marginalised people in society and value and respect all differences in all people - including people of colour, Aboriginal and Torres Strait Islander peoples, people from different social classes, people with diverse gender and sexual identities, and people with disabilities (seen and unseen). We believe that these communities must be centred in the work we do, bringing a new perspective and a diversity of thought. We also encourage flexible working and aim to create a work environment where all employees feel respected.