Australian Venue Co. is seeking a Senior Loyalty Manager to lead and develop our loyalty & customer programs, driving excellence in hospitality innovation and customer experience.
About the Role
This is a senior role reporting to the Chief Experience Officer where you will be accountable as the loyalty lead across the business. You'll be responsible for developing, overseeing & executing the end-to-end strategy for The Pass loyalty program, including marketing, development, roadmap and more, with the aim of driving growth and profitability of the member base through acquisition, nurture, and retention strategies.
Key Responsibilities
* Develop and execute The Pass loyalty strategy across the business, ensuring it is attractive, competitive, and effective.
* Oversee the development, execution, and optimisation of loyalty marketing strategy and campaigns.
* Own and implement The Pass loyalty program roadmap, focusing on technical enhancements and member growth & retention initiatives.
* Ensure the loyalty program is effectively actioned across all channels, including The Pass member app.
* Optimise automated lifecycle programs to drive member engagement and profitability.
* Collaborate with team leads across Marketing and broader business teams to implement and launch loyalty & The Pass brand initiatives.
* Analyse data to monitor, analyse, and optimise loyalty program performance and member outcomes.
* Streamline tasks and initiatives within the loyalty team to promote growth.
* Implement and manage a reporting framework to measure key member and customer metrics.
* Manage relationships with our app development agency.
* Lead and mentor a team of loyalty and CRM professionals, fostering a collaborative environment.
Requirements
* Strong analytical skills to interpret complex data and inform decisions.
* Tertiary qualifications in business or marketing, or equivalent professional qualification.
* Technical experience across CRM's, CDP's, and other marketing tools.
* Working knowledge of marketing automation best practices.
* Ability to thrive in high-pressure environments with multiple stakeholders.
* Strong communication and leadership skills.
* Financial acumen to align loyalty initiatives with business objectives.
* Hospitality experience preferred but not required.
Desired Experience
* 10+ years' experience in CRM and loyalty management and marketing within a B2C business.
* 5+ years' experience of leadership experience, including mentoring and managing loyalty or CRM teams.
* Proven experience in loyalty marketing and strategy.
* Demonstrated experience in complex internal and external stakeholder management.
* Ability to manage multiple projects simultaneously.