## Head of Loyalty & CRMApplyremote type: This position is a hybrid of office/remote workinglocations: Australia - Docklandstime type: Full timeposted on: Posted 10 Days Agotime left to apply: End Date: June 11, 2026 (19 days left to apply)job requisition id: RQ107908**Entity:**Customers & Products**Job Family Group:**Marketing Group**Job Description:**At bp, we’re committed to creating an inclusive, supportive, and high‐growth workplace where every individual can thrive. Our benefits include flexible working options, an open and collaborative culture, strong work–life balance, comprehensive life and health insurance, medical coverage, and extensive learning and development opportunities to help you shape your career with purpose.## **Role Overview**As the **Head of Loyalty & CRM**, you will play a pivotal role within the local Marketing Leadership team. You will be responsible for driving measurable business impact by shaping and delivering high‐performing loyalty and CRM programs across the market. This position requires close partnership with the VP of Marketing and Networks of Excellence (NoEs) to co‐create global and regional loyalty strategies, ensuring they reflect local customer needs and contextual realities.You will translate these strategies into effective market‐ready programs that boost customer acquisition, retention, and lifetime value. In addition, you will collaborate with regional and NoE teams to ensure loyalty initiatives are fully integrated into the wider omni‐channel customer experience. This includes serving as a key point of contact for internal and external partners, leading strategic negotiations, and ensuring all contractual obligations are met.This is a critical leadership role focused on delivering extraordinary loyalty programs that accelerate customer advocacy, strengthen P&L performance, and create a consistent, unified brand experience.## **What You Will Deliver*** **Lead and inspire a team** to design and implement comprehensive loyalty and CRM programs that deliver against company goals and significantly enhance customer retention.* **Champion local insights**—Leverage local context, customer behaviour, and market‐specific opportunities (with support from I&I NoE, Hub, and Sales teams).* **Co‐create loyalty strategies** with the VP of Marketing, NoEs, and regional CRM leads, ensuring alignment between global frameworks and local market needs.* **Own the end‐to‐end development and implementation** of loyalty and CRM programs in your region, with full accountability for business impact, customer conversion, retention, and alignment with commercial plans and brand standards.* **Engage and influence diverse collaborators**, securing alignment from multiple internal partners across the organisation.* **Build and maintain strong partner relationships** with loyalty vendors, sponsors, KOLs, affiliates, and other external stakeholders—continuously exploring new partnership opportunities.* **Lead partner and contract negotiations**, ensuring operational excellence across B2C, B2B, and B2B2C loyalty programs.* **Ensure seamless execution** across channels, loyalty platforms, suppliers, distributors, and customer touchpoints, delivering a unified end‐to‐end experience.* **Monitor, measure, and optimise program performance**, empowering the team to extract insights and drive continuous improvement.* **Shape future technology capability** by providing ongoing feedback to NoEs and championing enhanced customer journeys and loyalty innovation.* **Deliver loyalty and CRM KPIs** related to MROI, P&L performance, brand health, customer metrics, SLA adherence, and increased asset utilisation.* **Manage significant budgets**, providing inputs to budget planning and ensuring responsible financial stewardship.## **What You Will Need to Be Successful*** **10–15+ years of experience** in loyalty marketing, CRM, or customer engagement roles, with a proven record of driving customer retention and value—preferably within a multinational matrix organisation.* **Strong leadership skills**, with experience managing diverse teams across locations and fostering a high‐performance, inclusive culture.* **Expertise in adapting global strategies** for local execution and delivering impactful results through loyalty programs.* **Exceptional stakeholder management**, with the ability to build trust and alignment across complex partner ecosystems.* **Analytical mindset** with the ability to interpret performance data and drive optimisation.* **Excellent communication and collaboration skills**, comfortable influencing across functions and levels.* **Robust project management skills**, with the ability to deliver high‐impact initiatives while staying focused on customer value and long‐term business outcomes.* **Strong business and digital competence**, enabling forward‐thinking, innovative loyalty strategy development.## **Why Join Us?**At bp, we believe diversity strengthens our teams and fuels innovation. We are committed to fostering an inclusive environment where everyone is respected, supported, and empowered to grow.We offer benefits designed to support both work and life, such as:* Flexible working arrangements* Comprehensive medical and insurance benefits* Paid parental leave* Learning and development opportunities* Reasonable accommodations for individuals with disabilities throughout the hiring processJoin us and help re‐imagine loyalty for the future—driving meaningful customer relationships and long‐term business impact.**Travel Requirement**No travel is expected with this role**Relocation Assistance:**This role is not eligible for relocation**Remote Type:**This position is a hybrid of office/remote working**Skills:**Agility core practices, Analytical Thinking, Brand Management, Commercial Acumen, Communication, Creativity and Innovation, Customer centric thinking, Customer Journey Mapping, Customer Segmentation, Customer Service Design, Customer Value Proposition, Delivers an effortless customer experience, Developing creative marketing content, Digital Fluency, Generating customer insights, Loyalty Management, Marketing strategy, Offer execution and growth, Proposition development, Retail Category Management, Sector, market, customer and competitor understanding, Sustainability awareness and action, Using market research effectively**Legal Disclaimer:**We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us. If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.**About bp:****Customers & Products**We’re gearing up for the future. At bp our goal for C&P is to deliver the future of mobility, energy and services for our customers by innovating with new business models and service platforms.C&P will become a hub, housing our midstream, lubricants, aviation, sale of chemicals, mobility and convenience, marketing and our next-generation businesses, making it a highly integrated and interconnected organisation. And with safety being our core value, our commitment to safe and reliable operations will never change.Want to join the team? This means:• being customer-centric, agile and responsive to changing customer needs and dynamic markets • focusing on growth and development of customer offers • optimising the chemicals and fuels value chains to maximise integrated value • contributing to the reduction of carbon intensity of the products we create, and sell, by 50% by 2050 or sooner • creating strategic partnerships that drive long-term value for C&P • being digitally enabled and empowered by customer insights and data to deliver solutions.
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