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Loyalty & Engagement Manager 02/05/2025 Port Melbourne VIC, Australia
1 month ago
Local Australian Owned Retail Brand
Flexible work - hybrid model working in the office 3 days and WFH 2 days
Great team member benefits - 5th week annual leave
At Total Tools, we've proudly supported tradespeople with the best tools and advice for over 30 years. We're Australia's number one destination for trade tools, passionate about delivering quality, value, and expertise to our customers.
The Role:
We're 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.
Reporting to the Group Loyalty Manager, you will manage and execute initiatives that drive sales, increase CLTV, and create seamless experiences across channels.
From managing our Insider Rewards program to executing lifecycle campaigns, this role combines strategic thinking, creative problem-solving, and hands-on execution, shaping customer engagement across all touchpoints.
What You'll Do:
- 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 & 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 respects and invests in our team and customers, guided by values:
One Team, Own it & Get it Done, Customer First & Be the Difference
All that's left is to click "Apply" to join us #CareersWithTheTotalPackage
Why You'll Love Working With Us:
- 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
- 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.
We celebrate diversity and are committed to an inclusive environment. All hiring decisions are based on skills, qualifications, and merit. Only applicants with valid Australian work rights will be considered.
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