Director of Customer Retention

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerEngagement Full time $120,000 - $175,000

Brighter futures start here at a forward-thinking organisation.

We are a diverse team powering two iconic brands, driving the success of our businesses across stores, distribution centres, and offices. Our team of over 50,000 passionate individuals touches the lives of almost two million customers every week.

As a leader in the retail market, we're optimistic about our future and yours. We're changing at a rapid rate, giving you challenging work that you'll be proud of.

About This Role

You will drive the development and execution of a unified customer engagement strategy across Kmart and Target. Working closely with key partners like OnePass and Flybuys, and collaborating with internal senior stakeholders, you'll be at the forefront of creating a compelling loyalty program that engages our customers, maximises value, and boosts lifetime customer loyalty.

Key Responsibilities:

  • Drive customer engagement for Kmart and Target by increasing sales from loyal customers, boosting OnePass active members, and improving customer retention.
  • Collaborate with Flybuys, OnePass, and other partners to leverage shared data for targeted, incentivised promotions, supporting both proactive and reactive marketing campaigns.
  • Develop customer lifecycle efforts, working closely with the 1:1 marketing team.
  • Utilise data insights to inform customer communication strategies, focusing on retention and attraction.
  • Lead a lean team, collaborate with cross-functional teams, and engage senior stakeholders to co-create effective customer experiences.

To be successful in this role you will have:

  • A customer-centric approach with significant proven success in customer engagement programs and marketing.
  • Strong stakeholder management and negotiation skills to drive collaboration across teams.
  • A commercial mindset with experience managing substantial resources and delivering high ROI.
  • Leadership abilities to shape strategy and inspire a high-performing team.
  • Ability to navigate and unify two iconic brands with distinct customer bases into one cohesive customer engagement program.

This is your chance to lead, innovate, and make your mark in an enterprise-level role that will shape the future of customer engagement at our company.

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