Loyalty Program Strategist

2 weeks ago

Sydney, New South Wales, Australia Dymocks Full time

A new opportunity has opened for a Loyalty Program Strategist to drive the growth and success of our Booklover Plus subscription program.

This role offers you the opportunity to play a central role responsible for the operations of our loyalty program, supporting the broader loyalty operations.

Key Responsibilities:

Booklover Plus Program

  • Understand customers and their needs to deliver a program that drives sign-ups, increases engagement, and grows revenue.
  • Deliver plans, business cases, and implement program enhancements.
  • Run BAU, ensuring smooth operations and a great experience for members.
  • Actively seek new external partners and build relationships to deliver new benefits for members.

Platforms

  • Ensure the continued smooth operation of loyalty and marketing communication platforms. Coordinate with ICT and suppliers to resolve systems issues.
  • Act as business lead, assisting in the operational set-up and maintenance of marketing & loyalty platform enhancements and changes.
  • Maintain the loyalty program technology roadmap, building project business cases and assisting in setting investment prioritizations.

Campaign Support

  • Work in collaboration with the email marketing specialist - input and sign off on member communications.
  • Implement and maintain the operational setup of loyalty marketing campaigns.
  • Assist with email and SMS campaign production on an overflow & holiday coverage basis.

Store and Customer Support

  • Work with stores and the Buying team on fulfillment of Booklover program and benefits.
  • Work with stores and customer service on improvements to Booklover and its platforms in support of sales and operations.
  • Manage onboarding/offboarding in the Booklover staff benefit program.
  • Respond to escalated Booklover customer and store enquiries.

Policies and Practices

  • Maintain and drive improvements in Booklover policies, reporting, fraud management, privacy policy, and data practices.

Projects

  • Undertake special project work and provide general loyalty and marketing support as required.

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