At the Independent Hardware Group, we are passionate and committed to our purpose of championing successful independent businesses across Australia and strengthening local communities, one postcode at a time.
We are the leading partner to over 635 independently owned stores, providing them with a competitive edge against larger chains.
With trusted brands like Mitre 10 and Home Hardware, we enable retailers to excel in their local markets, supporting builders, renovators, and DIY enthusiasts in building, renovating, and maintaining Australian homes.
The business ranks as the second largest player in the Australian hardware market, with a focus on trade and a competitive DIY offer, supported by digital capabilities.About the OpportunityThe Customer Loyalty and Insights Manager plays a pivotal role in enhancing IHG's understanding of its customers and driving strategies to improve loyalty, engagement, and customer lifetime value.
This role involves leading the development and daily operations of the Mitre 10 'Mighty Rewards' and Home, Timber and Hardware 'D.I.Y.
Rewards' programs, as well as the Voice of Customer program.
The role leverages data analytics to inform decisions and foster meaningful connections between the brands and our customers.As a strategic leader, this position will champion a customer-centric approach organization-wide, ensuring insights are integrated into business strategies to improve customer experiences and foster long-term relationships.
Collaboration with cross-functional teams is essential to align loyalty initiatives with broader business goals, delivering measurable outcomes that support sales growth and customer satisfaction.This role requires a deep understanding of customer behavior, advanced analytical skills, and a proven ability to translate insights into actionable strategies that drive engagement and business success.Let's Talk About YouOversee the design, implementation, and optimization of loyalty programs and systems to enhance customer retention and engagement.Lead the collection and analysis of customer feedback to inform business decisions and improve experiences.Map and improve the end-to-end customer journey across all touchpoints to boost satisfaction and loyalty.Utilize customer data and analytics to uncover insights that drive value and growth.Promote a customer-first mindset across the organization to ensure all teams understand customer motivations and deliver exceptional experiences.You're Likely a Match If You HaveBachelor's degree in Marketing, Communications, or a related field.3+ years of experience in a loyalty program, including acquisition and retention marketing or CRM marketing.Strong retail business acumen, including sales, margins, and outcomes.Experience managing and mentoring team members is preferred but not essential.Experience with enterprise voice of customer programs.Hands-on experience with omnichannel marketing and marketing automation systems, ideally Emarsys.Data-driven marketing expertise with the ability to analyze and interpret data, identify trends, and make recommendations.Proven record of achievement in CRM, digital marketing, and delivering role objectives.Life at MetcashEnjoy a supportive, flexible work environment.
We are a FlexReady accredited workplace!Benefits include a 5th week of annual leave after one year, well-being days, volunteer days, extensive learning and development opportunities, gender-neutral paid parental leave, and recognition for LGBTQ inclusion and gender equity initiatives.Additional perks include discounts and benefits via our team member app, "Our Local."Joining the Metcash FamilyAt Metcash, you're part of something bigger.
You enjoy the perks of a small business with the support of a large organization.
Our work makes a meaningful difference to independent businesses and communities, offering opportunities for career growth and personal development.
Join our high-performing team and contribute to a stronger future for Australian communities through local supply chains.We are proud to be a WGEA Employer of Choice for Equity, an accredited Flex Ready workplace, and a Gold Standard Mental Health First Aid workplace.
We seek adaptable individuals who thrive under pressure and excel at building relationships within our diverse community of independents.
Embark on a promising career in a fast-growing industry—together, we can shape Australia's future powered by local communities.
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