Head of Loyalty

**Work options**: Hybrid
- Exciting opportunity to reinvent Loyalty across Australia's largest Baby retailer
- Join us in an pivotal point in the evolution of our brand
- Flexible working arrangements / work from home 2 days a week

**ABOUT US**

Family. It means everything to us. From our very first baby steps as a small Balwyn store in 1979, we've grown to become Australia's largest and best-loved baby retailer.

Along the way, we've never lost sight of the fact that it's our team members that make Baby Bunting so special. Our culture nurtures a place where you can grow and thrive, be your authentic self and where inclusiveness and diversity really matters. We genuinely recognise and celebrate success and have a lot of fun along the way

**THE OPPORTUNITY**

As Baby Bunting continues on its journey to become truly customer centric, we are seeking a data driven, customer obsessed and strategic Head of Loyalty & CRM to join our business in a newly created role reporting to the Chief Customer Officer.

In this high-impact leadership role, you will be responsible for leading the evolution and relaunch of our loyalty program, Baby Bunting Family. You will also own and manage CRM strategies linked to the lifecycle of new and expectant parents.

You will work closely with cross-functional teams to ensure the redesign and relaunch is aligned strategically to business objectives and supports our customers in the most effective way, while delivering commercially sustainable results.

**KEY RESPONSIBILITIES**

**Strategy-**
- Set the direction of Loyalty & CRM in supporting Baby Bunting to continue to be the first choice for new and expectant parents, including clear goals to measure success
- Develop and launch a comprehensive loyalty / membership program to drive customer engagement, retention, and overall customer lifetime value.
- Design and execute CRM strategies to segment customers, personalise communications and optimise customer experience across all interactions and touchpoints.
- Lead the implementation of customer segmentation to enhance the effectiveness of our customer facing programs.
- Lead our customer feedback program, NPS, and ensure we’re responding to customer feedback through the channels you own and can influence.

**Team Leadership**
- Lead a team of loyalty & CRM professionals, providing guidance, support and mentorship to foster professional growth and development.

**Digitalisation & Process Improvement**
- Lead the curation & selection of MarTech for the organization, in partnership with IT, and ensure we’re utilizing capability of all platforms in a commercially viable and sustainable way aligned to overall customer, program and business objectives.
- Lead the development of customer journey mapping to enhance customer experience from first touch point, through to first transaction and ongoing retention.

**Data Analysis**
- Adopt a test & learn approach to constantly test new ideas and develop a best of breed approach to data driven CRM. Embed customer insight and campaign results into a continuous cycle of testing.

**ABOUT YOU**
- Upwards of 10 years of experience in loyalty management, CRM & customer insights, ideally within the retail industry.
- Experience launching, owning, and adapting the design & implementation of loyalty programs.
- Deep understanding of customer behaviour, segmentation and lifecycle management principles.
- Strong analytical skills with the ability to interpret data, summarise actionable insights, take action, measure results and make data driven decisions.
- Strong leadership and team management skills, with a track record of building and motivating successful teams.
- Proven track record of achieving business impact through Loyalty & CRM
- Strong project management and change management skills.
- Passion for customer-centricity and a dedication to delivering exceptional customer experiences.

**WHY BABY BUNTING?**

Our culture nurtures a place where you can grow and thrive, be your authentic self and where inclusiveness and diversity really matters. We are a progressive industry leader and have a great sense of pride about what we do. We genuinely recognise and celebrate success and have a lot of fun along the way.

**WHAT’S IN IT FOR YOU**
- We're accelerating our growth across Australia and New Zealand, when we grow, you grow
- We're making the most of flexible working, driving strong collaboration and supporting our teams virtually and flexibly - work 2 days from home.
- We have a new Support Centre and National Distribution Centre based in Dandenong South, featuring modern technology and facilities including a team member hub, onsite parking, Basketball court, BBQ area and outdoor Table Tennis.
- Training pathways designed to encourage personal growth and professional development.
- Employee discount
- Family & Friends Discount
- Paid parental leave
- Novated lease options available
- You’ll be joining a dynamic, friendly team where you’ll b