Loyalty & Engagement Manager

Port Melbourne VIC, Australia
- Leading Australian Owned Retail Brand
- Permanent Position with Excellent Benefits
- Flexible - Hybrid Role

**Loyalty & Engagement Manager - Lead Customer Engagement at Total Tools**
- Fulltime Position
- Great Benefits
- Hybrid Role

At **Total Tools,** we’ve proudly supported tradespeople with the best tools and advice for over 30 years. We’re Australia’s number one destination for trade tools, and we’re passionate about delivering quality, value, and expertise to our customers.

**The Role**:
We’re now seeking a passionate, energetic, and data and initiative driven **Loyalty & Engagement Manager** to elevate our customer engagement and retention strategies through smart segmentation, personalised communications, and innovative lifecycle campaigns. In this role, you'll be instrumental in deepening our connection with customers—building long-term loyalty, increasing customer lifetime value, and ensuring that every interaction with Total Tools adds measurable value for both the customer and the business.

Reporting to the Group Loyalty Manager, you’ll be responsible for managing and executing loyalty initiatives that drive incremental sales, increase customer lifetime value (CLTV), and deliver seamless customer experiences across all channels.

From day-to-day operations of our _Insider Rewards_ program to complex data-driven lifecycle campaigns, you’ll play a key role in making our customers feel recognised, rewarded and loyal for life.

**What You’ll Do**:

- Oversee the day-to-day management of Total Tools’ loyalty program.
- Deliver customer engagement campaigns that are personalised, timely, and high-converting.
- Support the development and implementation of the overall loyalty strategy and customer value proposition (CVP).
- Leverage customer data and segmentation to enhance customer experiences and influence customer yield and average order value (AOV).
- Execute multi-channel journeys including post-purchase and lifecycle communications.
- Use test-and-learn methodologies to continuously improve campaign outcomes.
- Collaborate with internal stakeholders to identify opportunities for loyalty growth and engagement.
- Champion the seamless integration of loyalty across in-store, online and mobile platforms.
- Manage promotional functions and support customer service teams with program-related enquiries.
- Monitor and report on key loyalty metrics, campaign performance, and budget activity.
- Ensure all activity complies with Australian Trade Practices Law, Privacy, and Spam Act requirements.

**Your Skills & Experience**:

- Experience in retail, merchandising, or product/category support roles.
- Strong coordination and time management skills - you’re reliable and organised.
- Excellent written and verbal communication - a confident team player.
- Proficiency in Microsoft Office Suite, especially Excel and Outlook.
- Experience using Pronto and COGNOS systems (desirable).
- Analytical mindset with attention to detail and a drive for accuracy.
- A proactive, adaptable attitude and genuine interest in the tools or retail industry.

Our operating model is one that respects and invests in our team and customers. We live by our values
- **_ One Team, Own it & Get it Done, Customer First & Be the Difference_**

**All that is left to do is to click “” to join the team #CareersWithTheTotalPackage**

**Why You’ll Love Working With Us**:

- At Metcash, you’re _part of something bigger_. You have all the perks of a small business heart, without missing out on the big business support.
- Being part of something bigger means you’re part of a strong purpose, where the work you do makes a big difference to independent business and local communities. It opens a sea of opportunities to develop yourself, grow your career, thrive your way and make your mark. And you’ll be part of our high performing team, where you reap the rewards of our collective success now and into the future.

**Life at Metcash**
- Experience a supportive and flexible work environment. We are a FlexReady accredited workplace
- Enjoy a 5th week of annual leave.
- Benefit from 2 well-being days and 1 volunteer day annually.
- An abundance of learning, development, and career growth opportunities.
- 12 weeks of gender-neutral paid parental leave for primary carers.
- Proudly awarded the “Bronze Employer for LGBTQ Inclusion”.
- Recognized as the 74th in the "Equileap Top 100" globally for initiatives on gender equity.
- Gold accreditation by Mental Health Australia.
- Incredible value discounts and perks through our team member app, “Our Local”.

We’re all about celebrating success, and we’re proud to be a WGEA Employer of Choice for Equity, an accredited Flex Ready workplace, and a Gold Standard Mental Health First Aid skilled workplace.
- 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 bas