Loyalty Manager

Port Melbourne VIC, Australia
- Join a FUN Marketing team that’s going places with a supportive team culture
- Flexible work - hybrid model working in the office 3days office and 2 days WFH
- Great team member benefits
- 5th week annual leave, paid parental leave, product discounts and more

Are you a data-driven, customer-centric marketing pro with a passion for building lasting relationships? We are looking for an ambitious **Loyalty Manager** to help shape the future of our customer experience and drive sustained growth in our industry-leading professional tool retailer

**About you**

What an exciting time to join the team at Total Tools. This isn’t just about running a loyalty program—it’s about creating enduring **customer loyalty** that propels our business forward. The role will be a dynamic mix of strategic thinking, creative problem-solving, and hands-on execution, making you a key player in shaping the way we engage with customers across all touchpoints.

**Sounds great Tell me about the role.**
- ** Drive Loyalty Strategy**: Help drive our loyalty programs that build real long-term value and the ultimate customer experience.
- ** Database Management**: Oversee and optimize a massive customer database, using data to understand behaviour, predict trends, and implement personalized strategies that resonate.
- ** Customer Lifetime Value (CLV)**: Develop initiatives that increase customer lifetime value through targeted promotions, personalized experiences, and innovative engagement.
- ** Sales & Margin Growth**: Work across teams to drive incremental sales while focusing on margin optimization fostering higher-value customer interactions.
- ** Customer Engagement Journey**: Lead the customer engagement strategy, building programs of customer journeys that ensure seamless, omni-channel experiences from first contact to post-purchase.
- ** Automation & Personalisation**: Implement and oversee automated processes and personalized journeys that nurture customers across their entire lifecycle—whether online or in-store.

**You’re Likely a Match If you have**

**Proven Experience**: You’ve got at least 4 years of experience in customer loyalty or CRM, ideally within a retail or e-commerce environment.

**Data-Driven Mindset**: You love diving deep into customer data, using insights to drive actionable strategies and measurable outcomes.

**Strategic & Hands-On**: You’re both a strategic thinker and a hands-on operator, able to execute complex campaigns while keeping an eye on the big picture.

**Customer-Centric**: You believe in building long-term customer relationships that go beyond just transactions—your goal is to cultivate lasting loyalty.

**Tech-Savvy**: Experience with CRM platforms, loyalty software, and marketing automation tools. You’re comfortable working with tech stacks to create integrated customer experiences.

**About us**

For 30 years, Total Tools has operated as the ultimate tool shop, delivering the right tools and advice for our customers. Our shelves are packed with the best professional tools to help tradies build Australia, but it is our team who are packed with passion for the tradies that makes us number one.

We have over 115 stores and 2000 team members across Australia, and our stores are locally owned and operated. At Total Tools we are all about getting it done, together. We show up for our mates and stay for our careers. You can grab the job and run with it, knowing that you can make a big impact and that we will back you to get it done.

In 2020, we were proud to join the Metcash group, alongside brands such as IGA, Mitre 10 and Home Timber and Hardware (just to name a few). Join us and be part of something bigger.

**Why you will love working here**
- Flexible work arrangements - hybrid work from home and office model
- ** Free on-site parking**:

- Strong focus on learning and development
- ** 5th week of annual leave and charity leave**:

- Paid parental leave program for primary and secondary carers
- ** Product and retail discounts, discounted health insurance, gym and wellbeing** **membership discounts, and many more benefits**

**One Team, Own it & Get it Done, Customer First & Be the Difference**

**All that is left to do is to to join the team #CareersWithTheTotalPackage**
- Total Tools is a proud equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based upon skills, qualifications, and merit._
- Only applicants with valid working rights in Australia will be considered for this position._

**Type**: Marketing

**Category**: National Support Office

**Reference ID**: AP000015

**Date Posted**: 10/02/2025