Loyalty & Engagement Manager 02/05/2025 Port Melbourne Vic, Australia

2 weeks ago

Garden City, Victoria, Australia Total Tools Full time

Total Tools: Enhancing Customer Engagement and Retention

About Us

At Total Tools, we have proudly supported tradespeople with the best tools and advice for over 30 years. As Australia's number one destination for trade tools, we are passionate about delivering quality, value, and expertise to our customers.

The Role

We are seeking a passionate, energetic, and data-driven Loyalty & Engagement Manager to enhance our customer engagement and retention strategies through segmentation, personalized communications, and lifecycle campaigns. You will deepen customer relationships, build loyalty, increase lifetime value, and ensure valuable interactions with Total Tools.

This role combines strategic thinking, creative problem-solving, and hands-on execution, shaping customer engagement across all touchpoints. From managing our Insider Rewards program to executing lifecycle campaigns, you will drive sales, increase CLTV, and create seamless experiences across channels.

Key Responsibilities
  • Manage daily operations of the loyalty program
  • Support loyalty strategy and customer value proposition development
  • Lead customer engagement strategies for omni-channel experiences
  • Leverage customer data for insights to improve experiences and sales
  • Develop and test campaign optimizations
  • Collaborate internally to identify growth opportunities
  • Integrate loyalty across in-store, online, and mobile platforms
Your Skills and Experience
  • Experience managing customer loyalty or CRM, preferably in retail or e-commerce
  • Skilled in designing customer journeys from onboarding to retention
  • Knowledge of CRM and marketing platforms (e.g., Salesforce, HubSpot)
  • Data-driven mindset with ability to derive insights
  • Experience from strategy development to implementation
  • Proven success in campaign delivery, automation, and A/B testing
Our Operating Model

We respect and invest in our team and customers, guided by values:

  • One Team
  • Own it & Get it Done
  • Customer First & Be the Difference
Why Work With Us

You will be part of something bigger, with the perks of a small business and the support of a large one. Make a difference in local communities and develop your career. Join a high-performing team and share in collective success.

Life at Metcash

We offer a flexible, supportive work environment; we are a FlexReady workplace. Enjoy 5 weeks of annual leave and well-being and volunteer days. Opportunities for learning, development, and growth. Gender-neutral paid parental leave for primary carers. Recognized for LGBTQ inclusion, gender equity, and mental health initiatives.

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