Loyalty Manager

A career at Bupa is more than just a job. It’s an opportunity to make a real difference in the lives of our customers and communities. Our purpose, helping people live longer, healthier, happier lives and making a better world, is what inspires us. It’s a promise to our customers to change lives, and our world, for the better. Our people are at the heart of this. It’s their passion, ideas and commitment that will shape a brighter future for both Bupa and our customers.

**The role**:
This is an exciting time for Bupa, we are embarking on a customer revolution as part of our journey to become the world’s most customer centric healthcare company. This newly created position will support the launch of Bupa’s new loyalty program, as well as oversee the day-to-day program management and strategy aligned to Bupa’s strategic vision. In this position, you will be responsible for playing a leading role in delivering a best-in-class loyalty program while defining and prioritising strategic initiatives in support of the loyalty business goals. You will see those initiatives through from conception to execution.

This position requires a data-driven, customer-centric approach to fuel our loyalty success as well as driving customer retention, partnership strategy, proposition and ongoing management as well as program engagement through CRM and Marketing. Your responsibilities will include:

- Support the loyalty phase release plans and the overall execution of a best-in-class, competitively differentiated loyalty program as well as participating in all facets of loyalty future phase planning and coordination
- Ensure a seamless customer experience across all customer touchpoints
- Develop and foster strong relationships with key internal stakeholders to ensure the delivery and seamless execution of our loyalty program strategies
- Develop compelling customer loyalty propositions which in-turn deliver retention benefits
- Deliver key loyalty insights to the wider Bupa business and loyalty agency around the customer, ensuring that we measure the metrics that matter & to create actionable insights
- Participate in the development of the loyalty roadmap and engage the loyalty squad and external vendor to ensure the best outcomes are delivered for our customers
- Drive program innovation and evolution
- In partnership with marketing and our loyalty agency, develop a compelling and engaging customer communications program

**About you**:
This highly collaborative and cross-functional role operates across the entire Bupa business, requiring someone with a creative and balanced approach to manage priorities and experiences across all customer touchpoints as well as the ability to foster and nurture internal and external relationships.

You will also possess:

- Minimum 3 years managing a loyalty proposition / or loyalty program
- Minimum 3 years in developing customer marketing and communications planning
- Demonstrated experience in strategy development, opportunity identification & new solution development
- Deep experience in leveraging data and digital technology to drive customer engagement and retention
- Strong influencing, collaboration, and stakeholder management skills
- Ability to handle complex analysis processes and develop solutions in consultation with others, including expert professionals
- Experience in delivering member experiences and events preferred

**Why you’ll love us**:
Bupa is a value-driven organisation and strive to be the most customer centric healthcare business in the world. This is made possible by our people and we value each and every one of them. Additionally, this role offers the opportunity to join us at an exciting time where you can make a real difference in our performance.

We’ve evolved from being simply a health insurer to what we call a ‘health and care’ company. This involves providing more wide-ranging services to benefit people’s health and wellbeing, wherever they are in life. If you’ve got the belief, the energy and the talent, come and join us.
- Bupa is an equal opportunity employer. We are committed to ensuring equality in recruitment, development, retention and promotion of staff and that no-one is disadvantaged based on their gender, cultural background, disability, sexual orientation or identity, or Aboriginal and Torres Strait Islander heritage. We encourage people from all backgrounds to apply._