Customer Engagement Director

3 weeks ago

Surry Hills, New South Wales, Australia Endeavour Group Full time
Lead Customer Engagement and Drive Business Growth

As the General Manager of Customer Engagement at Endeavour Group, you will be responsible for developing and executing a comprehensive customer engagement strategy that encompasses 121 and lifecycle marketing, personalisation, media, digital media, and loyalty programs.

Your leadership will drive customer engagement, satisfaction, and long-term loyalty, positioning Endeavour as the leader in social customer engagement. You will also serve as the marketing lead for data and privacy compliance initiatives, ensuring that all marketing practices align with regulatory standards.

Key Responsibilities:

  • Develop and implement a Lifecycle Strategy to drive measurable acquisition, engagement, and growth in loyalty programs, while ensuring personal, relevant comms for each of our brands and across the Group.
  • Lead the way in developing the Group Loyalty roadmap, bringing together loyalty capability best practice across the Group
  • Lead the team to develop a comprehensive approach to capturing & leveraging the right customer data, ensuring compliance with data privacy and legal regulations.
  • Lead media and digital marketing strategy and execution across brands, optimising media investments, agency partnerships, and exploring new media channels for value creation.
  • Drive Martech direction, ensuring technology resources align with business priorities and deliver effective personalisation and marketing strategies.
  • Lead, inspire, and develop the marketing team, setting clear performance standards and building future talent pipelines aligned with business goals.

Requirements:

  • Extensive leadership experience (10+ years) in marketing, ecommerce, loyalty, or digital, with proven ability to lead diverse teams and unlock data driven marketing to drive strategic outcomes.
  • Strong commercial acumen, including negotiating with third-party suppliers, managing sponsorships/partnerships, and full P&L ownership.
  • Expertise in developing and delivering long-term strategic plans (3-5 years), driving transformation, and implementing operational efficiencies.
  • Exceptional stakeholder management and communication skills, capable of influencing across all levels within a complex matrix environment.
  • Proven experience in agency management, project management, and leading change initiatives to unlock value and deliver commercial success.

What We Offer:

  • We offer flexible working in every sense
  • An exclusive discount card for BWS, Dan Murphy's, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs
  • Monthly meeting-free days
  • Your health and wellbeing is your most important asset, and as one of our valued team members, it's our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing
  • Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big.

At Endeavour, we value being a workplace where everyone's welcome - if you meet a number of the requirements (and not all), we encourage you to apply.

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