Customer Engagement Experience Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomerEngagement Full time $120,000 - $160,000

Job Title

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Experience Manager: Customer Engagement and Loyalty

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Crown Resorts is seeking a visionary leader to drive the strategic direction and execution of its enterprise-wide loyalty program, Crown Rewards.

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This pivotal role shapes how we engage with our members across Melbourne, Sydney, and Perth, driving value, enhancing experiences, and integrating loyalty into Crown's broader commercial ecosystem.

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You will work closely with senior leaders across Technology, Marketing, Data Science, and Operations to ensure Crown Rewards is competitive, compliant, and performance-led.

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Lead the redesign of the program, define the member lifecycle strategy, and embed loyalty into every stage of the customer journey.

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Key Responsibilities

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  • Redesign and uplift Crown Rewards across all properties, ensuring a seamless and scalable member experience.">
  • Define a future-fit loyalty architecture that drives acquisition, retention, and long-term member value.">
  • Partner with Technology to shape the loyalty tech roadmap, including automation and integration.">
  • Drive cross-property activation and loyalty-led revenue growth through data-driven strategies and lead the development of member lifecycle strategies.">
  • Collaborate with senior stakeholders to align loyalty with broader commercial and customer strategies.">
  • Oversee performance reporting, campaign ROI, and loyalty health metrics in partnership with Data Science.">
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About You

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A strategic and customer-obsessed leader with deep expertise in loyalty program design and execution.

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Bring a commercial mindset, strong stakeholder influence, and a passion for creating meaningful member experiences.

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Requirements

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  • Proven experience leading enterprise-scale loyalty programs in complex, multi-site environments.">
  • Strong understanding of customer segmentation, lifecycle strategy, and data-driven marketing.">
  • Demonstrated success in aligning loyalty programs with broader business and commercial goals.">
  • Experience working with cross-functional teams and executive stakeholders to deliver transformation.">
  • A background in hospitality, entertainment, or customer-centric industries is highly regarded.">
  • Tertiary qualifications in Business, Marketing, Finance, or a related discipline.">
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What We Offer

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Exciting career possibilities and better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Careers.

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