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Crm Specialist

Aurora Expeditions - Sydney, NSW

Source: uWorkin

Source: uWorkin


Do you love travel? Does marketing adventurous expeditions to remote and unique corners of the earth such as Antarctica and the Arctic sound interesting to you? Are you passionate about sustainability? If so, we think this role at Aurora Expeditions could be for you!

Aurora Expeditions is an Australian-owned adventure company founded by renowned mountaineer (the first Australian to summit Everest) and explorer, Greg Mortimer and his wife, Margaret. We have always had a passion for adventure, exploring wild places and sharing the experience with our travellers over the past 29 years. Aurora Expeditions’ aim is simple - to take small groups of travellers on voyages of discovery to regions that inspired them, thereby creating lifelong ambassadors for the preservation and protection of these sacred places. From the European Arctic to Antarctica, Costa Rica to Patagonia, discover why we were voted the World’s Leading Polar Expedition Operator 2020 in the World Travel Awards.

A fantastic opportunity now exists to be part of our passionate marketing team as a CRM and email specialist to manage the customer journey and implement better customer processes at each stage.

The key areas of responsibility for this role are managing the customer journey/ experience across email and SMS touchpoints, email marketing, database management, data analysis and loyalty program management. This person will leverage insights from data and research to plan, design, deliver and report on integrated campaigns across email and messaging. The role will also work with our call centre team to map and build the customer journeys and execute campaigns that address stages of the customer life cycle through acquisition to retention.

Key Accountabilities

  • Develop and execute a CRM strategy and touchpoint plan aligned to business goals through covering all areas of the marketing funnel from acquisition to customer retention/loyalty
  • Management of the CRM database to achieve further growth and ensuring customer data is kept accurate/up to date.
  • Design new and enhance existing email marketing templates with a focus on user experience and to ensure in line with industry best practice.
  • Develop engaging emails with personalised/dynamic content and imagery and engaging copy suited to different audiences and adhering to Aurora’s brand tone of voice.
  • Manage the end-to-end execution of all email campaigns, from asset creation, list building, scheduling, to email testing and campaign deployment.
  • Manage acquisition campaigns deployed with 3rd party databases.
  • Build and execute automated customer journeys, working closely with various internal teams.
  • Run, manage and optimise A/B and multivariate tests.
  • Continuously review, analyse and share data, reports and insights from CRM campaigns with the business to drive improved email metrics and an increased ROI on activity.
  • Ownership of global email schedule for ANZ, Europe, UK and North America.
  • Understanding and knowledge of regulations that impact CRM efforts (e.g. GDPR etc.)
  • Remain up to date on key CRM and email trends, analysis & observations.
  • Act as the Salesforce Marketing Cloud Champion for the business and lead the implementation of associated Salesforce Marketing Cloud applications.
  • Management and liaison with external CRM agencies/suppliers when required.

Experience and Qualifications


  • Proven experience of 4+ years in a CRM Management role
  • Tertiary qualifications, preferably within Marketing and/or IT
  • Strong experience across CRM and Analytics Platforms i.e. Salesforce, Marketing Cloud, Google Analytics
  • Mastery of Salesforce Marketing Cloud core functions or similar platform including Email Studio, Journey Builder/Automation Studio and Contact Builder.
  • Proven experience in customer journey automation management
  • Strong knowledge of CRM and email strategies - ability to create personalised email marketing campaigns and journeys.
  • Intermediate experience in CSS and HTML with a desire to learn more
  • Demonstrable track record of delivering uplift in customer metrics through targeted comms programs.


  • Basic JSON, SSJS and API experience.
  • Experience with SQL.
  • Trustpilot and Form Assembly experience would be an advantage but not essential.

To apply please submit your CV and a cover letter, outlining why you feel you would be a good candidate for this role.