Customer Loyalty

**About Us**

At the Independent Hardware Group, we are passionate and committed to our purpose of championing successful independent businesses Australia wide and at the same time strengthening local communities' one postcode at a time. We're the leading partner to over 635 independently owned stores - giving them a competitive advantage to take the big chains to task, and with the trusted, strong heritage, hardware brands of Mitre 10 and Home Hardware, we enable retailers to the best stores in their town and as such ensuring builders, renovators and DIY'ers build, renovate and maintain the best homes for Australian families. The business is the 2nd largest player in the Australian hardware market. It is Trade focused with a competitive DIY offer with a rich consumer engagement supported by digital capabilities.

**About the opportunity**

The Customer Loyalty and Insights Manager plays a pivotal role in shaping the IHG's understanding of its customers and driving strategies that enhance loyalty, engagement, and customer lifetime value. This role is responsible for leading the development and day-to-day operations of the Mitre 10 'Mighty Rewards' and Home, Timber and Hardware "D.I.Y. Rewards' programs, along with the Voice of Customer program - leveraging insights from data analytics to inform decision-making and creating meaningful connections between the brands and our customers.

As a strategic leader, this position will champion a customer-centric approach across the organisation, ensuring that insights are integrated into business strategies to improve customer experiences and foster long-term relationships. The role also involves collaborating with cross-functional teams to align loyalty initiatives with broader business objectives, delivering measurable outcomes that support sales growth and overall customer satisfaction.

This position requires a deep understanding of customer behaviour, advanced analytical capabilities, and a proven ability to translate insights into actionable strategies that drive customer engagement and business success.

**Lets Talk About you**
- Oversee the design, implementation and optimization of the loyalty programs and systems to drive customer retention and engagement
- Lead the enterprise collection and analysis of customer feedback to inform business decisions and improve customer experiences
- Map and improve the end-to-end customer journey across all touchpoints to enhance satisfaction and loyalty
- Leverage customer data and advanced analytics to uncover actionable insights that drive customer value and business growth
- Foster a customer first mindset across the organisation to ensure all teams understand our customers behaviours and motivations and are aligned with delivering exceptional experiences

**You're Likely a Match If You have**
- Bachelor degree in Marketing, Communications or related field
- 3+ years progressive experience in a loyalty program, including acquisition and retention marketing or CRM marketing
- Strong retail business acumen including sales, margin and business outcomes
- Previous experience managing and mentoring team members desired, but not essential
- Experience with design and/or delivery of an enterprise voice of customer program
- Demonstrated practical experience across Omnichannel/marketing automation systems, ideally Emarsys
- Data driven marketing experience and ability to analyse and interpret data, map trends and make recommendations
- Demonstratable hands-on CRM / Direct Marketing / Digital experience - A proven record of achievement, delivery role outcomes and achieving objectives

**Life at Metcash**

Experience a supportive and flexible work environment. We are a FlexReady accredited workplace

Enjoy a 5th week of annual leave every year after your first year.

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".

**Joining the Metcash Family**

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.

We're all about celebrating success, and we're proud to be a WGEA Employer of Choice for Equity, an accredited Flex Ready wo