Loyalty Manager

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.  

Join Our Team as a Loyalty Manager!

Are you a customer engagement enthusiast with a passion for creating exceptional loyalty programs? Do you thrive on blending strategic thinking with hands-on execution? If so, we want you to be part of our team as our next Loyalty Manager!

Sounds great! Tell me about the role

Reporting directly to the GM Marketing, you will become the heartbeat of customer loyalty at IHG, leading our loyalty program and lifecycle strategy to create experiences that keep our customers coming back for more. You'll be the go-to expert, overseeing all day-to-day loyalty operations while collaborating with multiple teams to bring our customer engagement goals to life across all channels.

Lets talk about you

• Day to day Loyalty Program Operational Management
• Support the development of and provide inputs to the Group Loyalty Manager into the strategic approach for loyalty to strengthen customer engagement.
• Own and manage the integrated marketing communications calendar – Oversee all promotional and loyalty eDM campaigns and approvals
• Responsible for developing offers to support the loyalty strategy and marketing campaigns, working closely with the Merchandise team
• Own, plan and deliver Customer Lifecycle Journey strategy - Identify and map key customer lifecycle stages, developing strategic objectives & KPI's for each and define, plan and deliver strategies across the company achieving customer acquisition, retention and customer loyalty.
• Drive customer and store onboarding to meet acquisition targets and conversion
• Lead the digital implementation and optimisation of loyalty including but not limited to: the loyalty platform, website and martech
• Loyalty Engine/ Rewards Management – use understanding of platforms and systems to develop and manage the reward mix to optimise engagement and recognition with incentives and rewards
• Define and execute structured segmentation and customer profiles across customer database
• Develop, deliver and implement defined loyalty campaigns and initiatives using personalisation to drive lift in new business, retention and customer lifetime value - Understand and analyse campaign performance metrics to communicate regular KPI reports & performance trends
• Develop a strategy to manage the health of the database, increasing members whilst also retaining existing customers to increase ROI
• Own the relationship with 3rd party providers and with the Group Loyalty Mgr match provider service levels with the needs of the strategic plan
• Track the financial metrics and benefits to the business and provide regular updates of key KPIs to senior forums

You’re Likely a Match If you have

• A strong consumer-driven mindset; Strong understanding of the customer journey and a passion for using customer insights to inform engagement strategy to meet commercial KPIs
• A data-driven growth mindset - Strong analytical skills and a competence in reviewing and understanding large sets of customer data and the ability to think strategically but create fast tactics
• Strong technical knowledge of campaign management and customer data platform tools, preferable Emarsys, with a willingness to be hands-on, track what you deliver & optimise for success 
• Strong communication and stakeholder management skills; demonstrated – ability to communicate effectively with numerous stakeholders – technical, marketing/business, service providers, store owners etc to reach common understanding and exert influence
• Bachelor degree in Marketing, Communications or related field
• 4+ years progressive experience in a loyalty program, including acquisition and retention marketing or CRM marketing
• Retail marketing environment preferred
• Previous experience managing and mentoring team members
• Min 2 years 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.
• Experience with Google Analytics advantageous

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 “Bronze Employer for LGBTQ Inclusion”.

🌍 Recognised as 45th in the global "Equileap Top 100" for initiatives on gender equity.

⚖️A neutral gender pay gap of under 5% as published by WGEA 2023- 2024

🥇 Gold accreditation by Mental Health Australia.

💸 Incredible value discounts and perks through our team member app, “Our Local”.

About Us

Metcash is Australia’s leading wholesale distribution company, with revenue 1 exceeding $18 billion in FY24. We’re also an ASX top 100 listed company.

We believe that it is absolutely vital to Australia that there is a sustainable, independent, family-owned business sector. Independent retailers support their local communities. We help them to be the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support across our food, liquor and hardware pillars.

We're dedicated to fostering diversity and inclusion in our workplace and are proud to be an equal opportunity employer. Joining our team means becoming part of something bigger, a company that actively promotes diversity, champions charitable causes, and supports environmental efforts. We welcome applications from individuals of all backgrounds, including First Nations. If you have any specific support or access needs, please don't hesitate to inform us when you apply. Rest assured; your personal information will be handled with the utmost confidentiality in accordance with applicable privacy laws.

Join us and be part of something bigger!

#INHT