Loyalty Operations Manager

At Crown, our overall success is achieved through a combined team effort, therefore we strive to provide opportunities for our employees to learn, grow and thrive in a positive and supportive work environment which embraces diversity and inclusiveness. It is expected that employees always demonstrate company core values and consistently create an environment where behaviours demonstrate each value with respective colleagues and customers.
We are excited to introduce this newly created role in Crown Perth, opening an opportunity for a leader who is committed to growing a world leading brand, passionate about achieving loyalty from our members by providing exceptional experiences on every occasion.
- Working alongside our Gaming Machine operational team, the
** Loyalty Operations Manager** leads the team of Loyalty Executives. This position is accountable for overseeing the execution of loyalty operations, including campaign management, promotional activity, Crown Gifts sales and services, and the distribution of program benefits, rewards and offers. On a strategic level, this role is accountable for representing Crown Perth in contributing to the strategic direction of a global program.

**Key Responsibilities will include but not limited to**:

- Manage implementation, communication and execution of all loyalty related changes with the purpose to create seamless guest and team outcomes.
- Partner with our operational leaders and key stakeholders across the business, championing the loyalty program to ensure all elements of the company understand the strategy and its goals.
- Work with our group representatives across all properties to ensure consistent approach and overall alignment on the essence of the program.
- Grow and maintain strong relationships with vendors and partners to ensure seamless program execution and ongoing success.
- Promote an ethical and compliant culture, ensuring all aspects of loyalty operations comply with regulatory and legislative obligations.
- Manage the risk and compliance aspects of loyalty operations. Evaluate, audit and assess operational processes and database administration.
- Lead the transformation journey of our loyalty operations, identifies emerging trends and influences technical capabilities, demonstrating adoption of innovation and integration that delivers continuous improvement.
- Develop and implement loyalty program strategies, policies and procedures to maximise customer engagement, retention and satisfaction.
- Analyse customer data, market trends and competitive landscape to identify opportunities to improve program performance
- Take ownership for the achievement of productivity and performance targets by being dedicated to empowering, building capability and contributing to the success of others.
- Be the key project lead of system, product and process initiatives, ensuring deliverables are aligned to our framework, regulatory obligations and business objectives.
- Monitor program metrics and KPIs to track program and operational effectiveness, identify areas for improvement and provide regular reporting to senior management.

**To be successful in this role, you will be**:

- A minimum of 3 years dedicated in a leadership role, ideally with experience and exposure to a loyalty or rewards program on a large scale.
- Experienced in product and project management, including project planning that considers dependencies and mitigates risk to ensure alignment with company objectives.
- Someone who thrives in a fast paced and dynamic work environment. Be detail oriented and derive excitement from planning and executing programs flawlessly and seeing the outcomes come to life for our guests
- Impactful communication skills, establishing connection with your audience to achieve progress, share information and provide effective guidance and instruction.
- Have an understanding and commitment to keeping our community safe by supporting our framework and programs, takes a proactive approach to harm minimisation.
- A pragmatic leader who has a strong sense of integrity. You are able to show resilience and your ability to adapt in challenging circumstances is inspiring, influential and motivational to others.
- A results driven individual who has taken measures to achieve continuous improvement by deriving and implementing solutions to challenges that benefit both the team and organisation.
- Availability to work 7 days a week, as business demands require.
- This is a full-time position with opportunities for future development. Crown Perth provides free parking, and free meals at our staff restaurant The Hive. Crown Perth staff have access to attractive discounts and benefits across the Perth, Melbourne and Sydney properties.
- 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 LG