We’re looking for a CRM Marketing Manager to lead the ongoing development and optimisation of our customer relationship management program across the full lifecycle — from acquisition and onboarding to engagement, reactivation and advocacy.

This role sits within the Marketing & Growth team, reporting to the Head of Marketing, and works closely with Product, Customer Success and Operations. Over the past 12 months, we’ve made major tactical improvements to our CRM — refining journeys, testing messaging, and learning what works (and what doesn’t). With these insights in hand, we're now ready for a strategic approach to take things further: creating step-change improvements in how we segment our audiences, automate engagement and deliver high-impact communications at scale.

You’ll lead the evolution of our CRM program with the autonomy to make decisions and the support of a collaborative, mission-driven team. This is a role with meaningful scope — and potential for growth — as the business and marketing function continue to scale.

A bit about us

We’re a high growth tech company solving social isolation and loneliness, starting with those who are the most vulnerable. By providing affordable non-medical social care services we build genuine relationships that boost confidence, increase independence and empowerment, and improve health and wellbeing. It’s an incredibly interesting and massive global problem that is unaddressed and under-serviced. This is an opportunity to work at a unique and innovative fast-growing tech startup as we scale. As a for profit and for purpose business we are a small passionate team that is lean and efficient, and you will have a big impact on our product and team.

Our high performing, innovative team have shared in successes like:

1. #4 fastest growing tech companies in Australia in the 2019 Deloitte APAC Fast 500.
2. Voted Best Social Impact Startup at Startcon in 2018. The bigger Like Family grows, the more people we impact!
3. Work with a team of leaders from OFX, Ninemsn, Brighte, Archistar, Bupa, Ola and more!

What you will be doing:

• Lead the strategic direction and day-to-day execution of our CRM program across key lifecycle stages
• Redesign and optimise journeys for Members (clients) and Social Carers (workers) to drive engagement, conversion, retention and reactivation
• Create, automate and optimise lifecycle communications, from onboarding sequences to win-back campaigns
• Implement segmentation strategies and build out best-practice HubSpot configurations to support personalisation, campaign efficiency and robust reporting
• Monitor and report on key CRM KPIs across both campaigns and always-on workflows, including the health of customer journey pipelines, proactively identifying and resolving breaks or gaps in the system
• Maintain a well-structured CRM database with a strong focus on data hygiene, and implement best practices such as email preference centres, reusable templates, internal documentation, and compliance with data privacy standards
• In collaboration with the broader marketing and product teams, execute marketing communications such as newsletters, promotional campaigns and seasonal initiatives
• Contribute to the setup and optimisation of multi-touch attribution and source tracking in collaboration with our analytics and tech teams
• Collaborate cross-functionally with Product, Customer Success, and Operations to ensure CRM touchpoints align with our growth goals
• Continuously test and optimise messaging and journeys to improve performance

Living by our Values:

• Earn it - putting our people, customers and partners first
• Know it - be the expert, set high standards, think big and make evidence based decisions
• Own it - understand problems and are solution and action oriented
• Be it - love what you do - ambitious, curious and passionate
• Share it - open, inclusive and accessible in our communication and celebrations

We expect you to have:

• A deep passion for our mission and making a positive impact in the community
• 3–5+ years of hands-on CRM or lifecycle marketing experience
• Strong executional experience with HubSpot, including automations, workflows, segmentation and reporting
• A solid grasp of CRM fundamentals and how to influence lifecycle metrics like activation, retention, engagement, reactivation and customer value
• Experience taking CRM from foundational to scalable in a high-growth company
• An analytical mindset with the ability to use data to optimise journeys and communications
• Organised and self-driven, with the ability to manage multiple initiatives and prioritise effectively
• Strong communication and collaboration skills
• Comfortable in a scaleup environment — adaptable, practical, and proactive
• Experience in aged care or disability/NDIS is a plus (either personally or professionally)

Life with Like Family

We recognise the balance between life and work can be hard to strike, and that you’ve got goals and aspirations you’re working towards. At Like Family, we’re passionate about helping you achieve all of life’s successes through a variety of benefits and programs. Some of the highlights include:

• A hybrid work environment, with space located at the Stone & Chalk Scaleup Hub, a 4 minute walk from Central station
• Loyalty Leave – additional leave day for each anniversary you reach with us
• A comprehensive performance framework, resulting in bespoke learning and development plans for each team member.
• Individual learning and development allowance, supplemented by professional development days to support your career growth
• Generous employee referral bonus
• Employer funded parental leave scheme

Check out what it's like to work with us https://bit.ly/likefamily-careers

Like Family is an equal employment opportunity employer. We recognise and value inclusion and diversity, and encourage all people from culturally and linguistically diverse backgrounds as well as people with lived experience of disability to apply for our positions.

To apply:

Apply through Linkedin and send through your CV along with your cover letter through to jenna@likefamily.com.au