Loyalty & Engagement Manger 02/05/2025 Port Melbourne VIC, Australia

• Local Australian Owned Retail Brand
• Flexible work - hybrid model working in the office 3days office and 2 days WFH
• Great team member benefits- 5th week annual leave

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, this role will be a dynamic mix of strategic thinking, creative problem-solving, and hands-on execution, making you a key player in shaping the way we engage with customers across all touchpoints.

What You'll Do:

• Manage and oversee the day-to-day operations of the Total Tools' loyalty program.
• Support the development and implementation of the overall loyalty strategy and customer value proposition (CVP).
• Lead the customer engagement strategy, building high converting programs that ensure seamless, omni-channel experiences from first contact to post-purchase
• Mine and leverage customer data and segmentation to unlock actionable insights to enhance customer experiences, influence customer yield and generate sales.
• Develop test-and-learn methodologies to continuously improve and optimise 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.
  

Your Skills & Experience:

• Experience in managing customer loyalty or CRM, ideally within a retail or e-commerce environment.
• Skilled at designing and managing customer journeys, from onboarding to retention
• Strong knowledge of CRM and marketing automation platforms (e.g., Salesforce, HubSpot, Emarsys, Braze)
• A Data-Driven Mindset - You love diving deep into customer data, using insights to drive actionable strategies and measurable outcomes.
• Demonstrated experience in developing a strategy through to implementation
• Experience in delivering campaigns, managing automations, and conducting A/B testing to improve effectiveness

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 "Apply" to join the team #CareersWithTheTotalPackage

Why You'll Love Working With Us:

• At Metcash, you'repart 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 based upon skills, qualifications, and merit.

Only applicants with valid working rights in Australia will be considered for this position.