Senior Customer Retention Manager

5 days ago

Melbourne, Victoria, Australia beBeeLoyalty Full time $120,000 - $140,000
Job Overview

We are a global travel business with a reach of up to 7 million subscribers each month. Our team focuses on challenging the travel industry and delivering exceptional experiences to our customer community.


Key Responsibilities
  • Lead the end-to-end strategy, design, and execution of loyalty programs to drive retention, acquisition, engagement, and customer lifetime value.
  • Owning the loyalty program roadmap, ensuring timely delivery of initiatives through effective stakeholder engagement and cross-functional coordination.
  • Collaborate with teams across Marketing, Commercial, Tech, Finance, and CX to evolve the loyalty proposition based on customer insights and market trends.
  • Use segmentation and behavioral data to deliver targeted, personalized campaigns that enhance engagement and communicate key value.
  • Oversee program governance, resource planning, and KPI tracking to measure success, commercial impact, and ROI.
  • Shape promotional strategies aligned to the loyalty proposition, offering input on pricing, incentives, and promotional mechanics.
  • Analyze program and campaign performance to identify optimization opportunities and maximize effectiveness.
  • Monitor market trends and competitor activity to identify innovations and opportunities to strengthen the loyalty offering.
  • Drive innovation through new technologies and platforms to future-proof and elevate the customer experience.
Requirements
  • Experience in loyalty program development and management, ideally in digital, retail, travel, or consumer-facing sectors.
  • Proven ability to deliver loyalty programs and promotions that boost engagement, retention, and customer value.
  • Strong project and program management skills, with a track record of leading cross-functional initiatives.
  • Experience shaping customer value propositions aligned with insights and commercial goals.
  • Deep understanding of loyalty marketing, customer lifecycle strategy, and data-led decision-making.
  • Proficient in Excel, SQL, and statistical tools; strong analytical mindset.
  • Skilled in customer segmentation, personalization, and CRM/marketing automation platforms.
  • Strong communicator and collaborator, with the ability to influence at all levels.
  • Demonstrated leadership in building and motivating high-performing teams.
  • Commercially driven, with a focus on measurable results and ROI.
  • Knowledge of data privacy regulations and best practices.

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