Loyalty Lead

The Loyalty Lead is at the heart of HCF's loyalty program: driving strategy in collaboration with the Head of MX, Retention and Loyalty, overseeing development and enhancement of our loyalty app, forging valuable partnerships for HCF and its members, overseeing the surprise and delight program, and driving engagement and utilisation of HCF's loyalty program components. This dynamic role involves leading a small team that leverages deep member insight to create captivating loyalty content, boost member engagement, and harness analytics for personalised experiences. By collaborating across teams, the Loyalty Lead ensures our loyalty initiatives are not only effective but also innovative, driving member retention and loyalty.

Loyalty Lead HCF

Sydney | Permanent Full-Time

Join one of Australia's most trusted health insurers and help us bring our loyalty experience to life for millions of members.

As Loyalty Lead, you'll be at the heart of HCF's loyalty program – driving strategy, elevating our member app, creating meaningful partnerships, and delivering moments of surprise and delight. This dynamic role leads a small team and works closely with cross-functional stakeholders to ensure our loyalty initiatives are innovative, impactful, and aligned with our mission to drive deeper member engagement and retention.

What you'll do

• Shape loyalty strategy – Design and implement innovative loyalty strategies that create value for members and are commercially sustainable.

• Lead our app (Thank You) – Oversee the evolution of our loyalty app, enhancing usability, features, and engagement while ensuring seamless integration with HCF's digital ecosystem.

• Build partnerships – Identify and manage external partnerships that deliver meaningful value to members and strengthen our brand.

• Create engaging content – Develop compelling loyalty campaigns and content that excite and engage our members.

• Inspire and lead – Mentor and support a small team, fostering collaboration, growth, and results.

• Drive engagement – Design personalised initiatives, surprise & delight moments, and member-first strategies that increase participation and satisfaction.

• Harness analytics – Leverage data and insights to optimise loyalty performance, track KPIs, and deliver reporting to senior leadership.

What we're looking for

Essential

• 8+ years' experience managing loyalty programs end-to-end: design, implementation, optimisation, and evaluation.

• Bachelor's degree in Marketing, Brand Management, or a related field.

• Proven strategic mindset with strong analytical and commercial acumen.

• Excellent communication, project management, and stakeholder engagement skills.

• Highly organised with strong leadership and team management experience.

Desirable

• Certifications in project management, data analytics or CRM.

• Knowledge of the Australian health system and/or PHI.

• Creative problem-solving skills and customer empathy to design programs that resonate.

• Advanced degree in Business Administration or Marketing.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our  Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
 

Culture & Benefits 

Purpose-driven passion
We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
We'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• 50% subsidy on HCF hospital and/or extras cover

• 18 weeks of parental leave for all new parents

• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more

• Discounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition –  to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.

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