Customer Retention Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeLoyalty Full time $120,000 - $150,000

We're looking for a seasoned professional to drive our customer loyalty and retention strategy. Reporting to the Head of CRM, this senior role will shape and execute the end-to-end strategy across marketing, development, and roadmap initiatives.

About the Role

This senior manager will be responsible for designing, leading, and optimising our customer loyalty and retention strategy. Key objectives include maximising customer retention and lifetime value through data-driven insights.

Main Responsibilities:
  • Develop and implement a loyalty strategy that drives business outcomes.
  • Lead the launch and continuous evolution of our loyalty offering, ensuring it meets customer needs.
  • Use customer behaviour and program performance insights to optimise strategies and boost engagement.
  • Collaborate with marketing, product, operations, and analytics teams to embed loyalty initiatives across every customer touchpoint.
  • Drive innovation through personalisation and automation to create tailored experiences that strengthen customer connections.
  • Oversee loyalty partnerships and vendors to ensure strong collaboration and program effectiveness.
  • Develop initiatives that grow engagement, increase repeat bookings, and build brand affinity.
  • Manage cross-channel marketing automation to deliver consistent, impactful messaging.
About You

To succeed in this role, you'll need:

  • 8+ years experience in loyalty, CRM, or retention marketing, with a proven ability to deliver impact.
  • A strong analytical mindset - confident turning data into actionable strategies and measurable outcomes.
  • Hands-on experience with loyalty platforms, CRM tools, and marketing automation.
  • Proven success in designing and executing customer engagement and retention initiatives.
  • Excellent project management and collaboration skills, able to influence and work effectively across teams.
  • A detail-oriented communicator, skilled in stakeholder management and relationship building.
  • Strong organisational and time management skills, able to manage competing priorities in a fast-paced environment.

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