Working with one of Australia's largest retailers, this is your chance to drive the evolution and execution of our client's loyalty lifecycle strategy to maximise customer and commercial value. Deliver data-led initiatives that onboard, engage, and retain members while aligning rewards with business goals to fuel growth and deepen customer insights. Responsibilities: Loyalty Lifecycle Strategy & Execution Lead end-to-end customer lifecycle strategy across acquisition, onboarding, engagement, retention, and reactivation Drive program value by increasing member utilisation of rewards and benefits Leverage customer data to deliver personalised engagement and targeted offers Partner with marketing and agencies to ensure consistent, impactful brand representation across all member communications Engagement & Retention Leadership Design and deliver initiatives that boost member engagement, interaction, and program stickiness Lead behaviour-driving campaigns to increase profile completion, reward redemption, and benefit access Align lifecycle strategies with broader marketing and merchandising objectives Collaborate with partners and suppliers to deliver high-impact offers that drive value and enhance program appeal Customer-Centric Program Design Use insights and behavioural data to evolve a seamless, rewarding loyalty experience Translate research into actionable improvements, embedding a customer-first approach Strategic Collaboration & Stakeholder Management Drive cross-functional collaboration with internal teams and external partners Act as strategic liaison with senior stakeholders to align objectives and outcomes Support ad hoc initiatives as needed Performance Management & Optimisation Define success metrics and deliver clear reporting on lifecycle performance Translate data into insights and recommendations to optimise results Present performance updates, risks, and opportunities to leadership Financial Accountability Manage lifecycle budgets, ensuring cost efficiency and high-impact delivery Skills and experience required: Minimum 5 years’ experience in loyalty management, specialising in customer lifecycle and engagement Proven ability to define and execute strategies that drive customer engagement and retention Strong analytical skills with experience in leveraging data to inform decision-making and strategy development Exceptional communication skills, with the ability to present insights and recommendations to diverse audiences, including leadership teams Retail, FMCG or consumer goods sector experience is highly preferred Please apply ASAP if you have the skills and experience for this exciting role. Must have full working rights in Australia.
