Loyalty Manager

1 week ago

Melbourne, Victoria, Australia Jivaro Full time

Hybrid workplace
- Structured team

**5 month fixed term contract role with potential to go perm**

**The Client**:
A well-know FMCG business created in 1980

**The Role**:
Lead the strategy, execution, and delivery of the Bakers Delight Loyalty Program, identifying opportunities to optimise turn on investment and influence customer behaviour.

**Key Responsibilities**:

- Build the loyalty strategy to acquire and retain members, increase customer visitation, grow customer lifetime value and increase sales.
- Design and execute the loyalty communications strategy through the implementation of targeted campaigns and customer lifecycle triggers.
- Develop and manage the loyalty program business rules to ensure a positive experience for customers and franchisees.
- Monitor and report on key metrics identified as Key Measures of success across relevant channels, loyalty program and campaigns performance.
- Evaluate effectiveness of strategy, report and adapt as required with a focus on continuous improvement.
- Manage and regularly overview Loyalty Technology vendors and relevant agency relationships.
- Develop customer lifecycle strategy that optimises the end-to-end customer experience and drives new customer acquisition and retention.
- Collaborate with other stakeholders to develop and implement continuous customer experience improvements.
- Develop personas for each customer segment.
- Manage activity against agreed budget, timelines and KPIs.

**Key Skills**:

- Minimum of 3-5 years' experience in a comparable role with similar level of seniority.
- Experience implementing a loyalty program.
- Successfully manage complex projects, involving multiple stakeholders.
- Skills in developing and implementing communication strategies and measuring their effectiveness.
- Degree qualified in Marketing/Business.

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