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CRM Specialist

Full time
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Retail & fashion
101-250 employees
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About Koala

Koala’s mission is to better furniture experiences, designed with the World in mind. Combining customer-centric products, a world-class technology and fulfillment platform, incredible customer service, and social good; we are changing the way people buy and enjoy furniture to create happier, healthier habitats.

About the role

This is a hands-on role that demands a proactive approach in assisting various Koala teams to effectively engage their audiences using Klaviyo. Moreover, there's a tremendous opportunity to expand these channels further, leveraging the power of direct marketing to deepen customer relationships and enhance customer lifetime value.

Reporting to the Global Director of Retention and working closely with the Head of eCommerce, Australia, this person will project manage and execute campaigns, launches and promotions around engaging our customer base to drive sales and repeat sales. A successful candidate will be data-driven, have experience with email and/or SMS marketing, CRM, and is excited about driving increased email and SMS open rates, click through rates and conversion rates, thereby increasing loyalty, retention, and LTV.

If you're passionate about creating impactful customer experiences, driving tangible results, and being at the forefront of a rapidly evolving ecommerce landscape, we invite you to join us on this exciting journey. Let's together redefine how we connect with our customers and drive both immediate success and long-term loyalty. Your contribution will be instrumental in solidifying Koala's position as a leader in sustainable furniture. If this sounds like your kind of challenge, we'd love to hear from you!



  • Work closely across teams to coordinate and project manage email campaign needs from start to finish including building, testing and QA in Klaviyo.
  • Project manage promotions and creative process and ensure campaign processes and SLAs are all adhered to
  • Assist with the content calendar planning and brainstorm process for the evergreens, launches and promotions.
  • Assist with creating decks and slides to read out results from email performance
  • Manage ad-hoc email requests; following the request process and manage stakeholder communications finishing with the execution in Klaviyo.
  • Assist in QA of all email campaigns ensuring 99% accuracy before sign off
  • Work with Retention and eCommerce teams to coordinate all deployments for campaigns, promotions, launches and ad hoc requests.
  • Understand our customer segmentation and customer journey, using data and creativity, explore and test new segments.
  • Work closely with paid, customer service, creative, and eCommerce teams to plan and execute campaigns
  • Identify opportunities for A/B tests in segmentation and messaging to constantly look for ways to drive improvements in KPIs
  • Monitor KPIs for all campaign email sends and provide weekly reporting

What You’ll Need to Have:


  • 1-2 years working working on email and SMS building campaigns, segmentation and deployment in Klaviyo
  • Data-driven and analytical; strong Excel and Google Suite skills, Google Analytics experience a bonus
  • Experience with segmentation, customer journey planning, and email or SMS A/B tests a plus
  • Experience with building automated customer journeys
  • Previous experience with Klaviyo
  • Previous experience with SMS platforms like Attentive, Postscript, Klaviyo or similar.
  • Familiar with email compliance and GDPR is a plus
  • Ability to manage projects across teams and with competing priorities
  • Strong communication skills
  • Excitement for learning and improving; self-reflecting, takes feedback well, provides ideas
  • Team-player, hard-working, organized, and goal-oriented


  • Working knowledge of HTML, CSS, and/or XML is a plus
  • Startup and/or e-commerce experience is a big plus


Treehouse Perks and Privileges…

Koala is only great when its employees are happy — and we’re one happy bunch!

  • WFB/Hybrid working - We’re mixing it up with 3-4 days back in the Alexandria Treehouse (office) and work from home;
  • Take a break - Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced.
  • Tuesday lunches, Monthly barbies, socials and stocked kitchen - With an emphasis on healthy, local and organic produce.
  • Pet-friendly - The Koala Treehouse is as pet-friendly as they get!
  • Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam.
  • Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.
  • Accelerate your career - via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days.
  • Short and long-term incentive plans ensure you benefit as Koala succeeds!
  • Community & connection - We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% and so much more.
  • All in all, the Koala Kommunity is a great place to hang out and belong to!

Koalities we look for…

At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We are ambitious. We are curious. We are selfless. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball. Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;)

There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognize that a diverse workforce is crucial to our success as a business.

To read more, check out our careers page or the great work we do with Work180.