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Customer Loyalty

2 weeks ago

Sydney, Australia Sonnel Hospitality Full time

**Customer Loyalty & Data Analyst**

Sonnel is a fast-growing hospitality group and we’re just getting started. We’re passionate about creating unforgettable customer experiences, and we believe data is the key to unlocking loyalty, growth, and connection. Our team is entrepreneurial, agile, and driven by insight — and we’re looking for someone who shares that mindset.

**The Opportunity**

We’re on the hunt for a commercially minded, tech-savvy Customer Loyalty & Data Analyst who thrives on turning numbers into opportunity & growth. You’ll be our go-to for customer segmentation, campaign performance, and loyalty insights — helping us build deeper relationships and smarter experiences across our venues.

**This role is perfect for someone who**:

- Is a numbers nerd with a love for uncovering patterns and opportunities
- Understands the power of CRM and customer data in driving engagement
- Has a startup mindset — proactive, curious, and comfortable with ambiguity
- Can balance technical depth with commercial thinking
- Is a natural collaborator and communicator — a people person who can translate data into action

**What You’ll Do**
- Own and manage the Customer Data Platform to drive segmentation, personalisation, and campaign performance
- Analyse customer behaviour, loyalty metrics, and commercial data to identify growth opportunities
- Design loyalty programs that go beyond points — think experiential, differentiated, and emotionally engaging
- Ensure seamless integration of CRM and Loyalty across digital and in-venue experiences
- Collaborate with Brand, CX, and Operations teams to craft compelling, conversion-driven campaigns
- Drive subscriber growth and engagement through customer-first strategies
- Report on key metrics: CRM-driven revenue, database health, CAC, LTV, CCR, and engagement
- Ensure compliance with data privacy regulations and best practices
- Be the voice of the customer across Marketing, Operations, Brand, and Digital teams
- Champion test-and-learn approaches and share insights across the business

**What Success Looks Like**
- CRM contribution to total venue revenue
- Subscriber growth and engagement
- Increased lifetime value and conversion rates
- Higher retention and repeat visitation
- Loyalty program activation and customer satisfaction

**What You’ll Bring**
- You’ve got 5+ years of Customer Data Platforms experience in hospitality or retail, and you know how to make it sing
- You’re tech-savvy, fluent in SQL, Excel, CRM and analytics platforms, and you love finding smarter ways to work
- You think like a marketer and act like an entrepreneur — always asking “what’s the opportunity here?”
- You’re a people person who can translate complex data into clear, compelling stories
- You’re comfortable with ambiguity, energised by growth, and always up for a challenge
- Creative, customer-first mindset with a passion for performance marketing
- Highly organised, results-oriented, and an excellent communicator

**Why Sonnel?**
- Be part of a dynamic, fast-growing team shaping the future of hospitality
- Generous venue perks and discounts
- A culture that celebrates curiosity, creativity, and commercial thinking