Loyalty Executive

An opportunity exists for an enthusiastic, customer centric, team member with a can do attitude and passion for seeking loyalty and satisfaction from our guests to join our team as a Loyalty Executive. This challenging role works both autonomously and closely with teams including key stakeholders across the business to deliver a world class loyalty program supported by the required framework, protocols, and processes to meet our compliance obligations.

You will be committed to contributing to the success of the team by providing your support through your expertise and direction relating to the loyalty program, Crown Gifts retail sales, promoting our brand including the delivery of campaigns, events and promotions across our business. This person is the key contact for all member related queries and communication, understanding that working effectively together is vital in creating exceptional experiences for our guests.

**In providing support you will**:

- Be immersed in all activity that impacts our members of the loyalty program. Manages member enquiries and subsequent modifications such as performing point, status credit and tier adjustments, completing duplicate checks and account merges, point transfers, closing accounts and cancelling employee memberships.
- Coordinates all promotions and events, liaising with relevant stakeholders to plan, develop and execute activities effectively. Documents and disseminates processes and information to our operational teams.
- Be responsible for managing relevant customer communication channels including mailboxes, customer feedback tools and the hotline. Track and monitor insights obtained from this customer data, sharing this with others to align to key performance indicators and metrics that measure our success.
- Participates in team meetings, projects and activities that involve reviewing and contributing to development or implementation of our systems and processes. Identifies areas for improvement and providing advice and support aimed at enhancing processes, workflow, and experience.
- Follows policy, procedures, and protocols to support organizational governance that meets legislated, federal and regulatory requirements. Will work closely with Financial Crimes, Security, Surveillance, Gaming Integrity and our Premium teams to ensure compliant administration of the database.
- Build, generate and run reports that analyse key performance indicators. Conduct frequent audit activity to ensure the integrity of our data collection, ensuring appropriate procedures are applied and any discrepancies resolved.

**Selection Criteria**:

- Naturally inquisitive and vigilant, likes to get to the bottom of every problem and deliver a positive outcome for both the business and the customer.
- An exceptional communicator who enjoys the challenge of achieving customer satisfaction on every occasion, can handle customer conflict and articulate appropriately in both verbal and written communication
- Builds effective working relationships with stakeholders to drive cross functional outcomes and deliver consistency and unification across all properties.
- Learns quickly and is a champion of change, someone who embraces technology, innovation, and automation to seek continuous improvement.
- Has experience with loyalty programs and awareness of associated compliance obligations including the various policies, procedures, and processes.
- Experienced working under pressure in a dynamic, high demand environment. Proven ability to use initiative and able to adapt quickly to changing priorities while maintaining compliance commitments.
- Works methodically, accepts accountability and takes pride in being considered organised with a high level of accuracy, and is a team player that seeks to create solutions and guidance for others.
- Personal standards of honesty, and integrity and is someone who can be trusted to maintain privacy, discretion and confidentiality.
- A high performing individual who is reliable, driven to achieve and has a desire for knowledge
- Availability to work 7 days a week, with ability to obtain a casino license in both Western Australia and Victoria.
- Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQA+ and Aboriginal and Torres Strait Islander; people like you._

**Primary Location***: Perth

**Position Status***: Full Time