Job Senior Manager - Loyalty Lifecycle and Engagement, Melbourne

Senior Manager - Loyalty Lifecycle and Engagement

Job no: 943548
Work type: Permanent / Full time
Location: Support Office - Docklands

MYER is looking for a Senior Manager - Loyalty Lifecycle and Engagement, who will lead the strategic refinement and end-to-end execution of the MYER one lifecycle strategy to maximise the commercial and customer value of the Myer One loyalty program. You will drive innovative, data-led initiatives to effectively onboard, engage, and retain members, increasing program participation and deepening customer insights. You will also champion a seamless, high-impact customer journey by aligning MYER one rewards and benefits with business objectives, ensuring they deliver exceptional value and drive measurable growth for both customers and the organisation.

• Exciting, brand-new opportunity driving our MYER one lifecycle strategy
• Be part of a fast-paced, innovative customer-centric team
• Flexible hybrid working model – work from our Docklands-based Support Office & from the comfort of your own home

About the role:

Loyalty Lifecycle Strategy & Execution

• Lead and optimise the MYER one customer lifecycle across acquisition, onboarding, engagement, retention, and reactivation
• Develop strategies to boost program value and drive member engagement with rewards and benefits
• Leverage customer data for personalised, targeted offers that enhance program relevance
• Ensure consistent, engaging brand representation across all member communication

Engagement & Retention Leadership

• Design and deliver initiatives to boost member engagement and program stickiness
• Lead campaigns that drive key behaviours like profile completion, reward redemption, and benefit access
• Align loyalty strategies with broader customer goals through cross-functional collaboration
• Partner with suppliers and internal teams to deliver high-impact exclusive offers that enhance program value and drive commercial outcomes

Customer-Centric Program Design

• Apply customer insights, behavioural data, and feedback to continuously evolve the loyalty lifecycle experience, ensuring it is seamless, rewarding, and aligned with customer needs
• Lead the interpretation of customer research to uncover pain points and opportunities, embedding a customer-first approach across lifecycle touchpoints

Strategic Collaboration & Stakeholder Management

• Lead cross-functional collaboration with internal and external teams to deliver integrated loyalty initiatives
• Serve as a strategic liaison for senior stakeholders, ensuring alignment on loyalty program objectives, timelines, and outcomes

Performance Management & Optimisation

• Define success metrics and oversee end-to-end reporting on lifecycle communications performance, translating data into strategic insights and clear recommendations for optimisation
• Present performance updates and strategic insights to leadership teams, highlighting impact, risks, and future opportunities

Financial Accountability

• Own and manage lifecycle initiative costs, ensuring cost efficiency while maintaining high-impact program delivery

About you:

• 5+ years’ experience in senior loyalty program management, specialising in customer lifecycle and engagement
• Proven ability to define and execute strategies that drive customer engagement and retention
• A customer-first mindset with a passion for creating engaging and seamless experiences
• Strong analytical skills with experience in leveraging data to inform decision-making and strategy development
• Proficiency in tools such as MS Office Suite (Excel, PowerPoint, Outlook) and familiar with CRM platforms
• Exceptional communication skills, with the ability to present insights and recommendations to diverse audiences, including leadership teams
• Demonstrated experience managing cross-functional teams and aligning stakeholders on shared goals
• A proactive, innovative approach to problem-solving, with the ability to operate effectively in dynamic environments

Benefits to you:

• Generous team member discounts on all Myer products, including team-member exclusive discounts
• Access to lifestyle leave and volunteer leave – arrange work around your life, not life around work
• A supportive leadership and team network to set you up for success
• Career growth and succession opportunities across the business

From humble beginnings in downtown Bendigo to supporting Australian communities far and wide- Myer has always been a special place, transcending beyond just a place to work.

Myer is a place for finding life-long friendships, a safe space with a big heart. Here, you’re encouraged to be yourself, share your ideas and are entrusted to deliver your very best. Some might even say it feels like being “right at home”.

Here, you’re not only an employee. You’re a valued Team Member with real dreams that we want to help you chase, no matter how big or small. At Myer, we’re all about making your work life meaningful. We want you to experience life’s special moments fully, which is why we take pride in offering balance and flexible options to get you to where you want to be.

Wherever you are and wherever you’re going, we’ll meet you there and get you to your destination. With your enthusiasm and our support, we’re fully committed to helping you thrive and flourish. The future lies in your hands.

Welcome Home!

Aust. Working Rights: To be eligible to apply for this job, you must have Australian working rights. For further information contact the Australian Department of Immigration.

Equal Opp. Employer: We pride ourselves on the diversity of the people who work at Myer, representing the community in which we serve.

Agency note: Myer Pty Ltd does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. Any candidates submitted in an unsolicited manner, will be considered a direct candidate application to Myer and no fee will be payable.

Applications close: 30 Jul 2025 AUS Eastern Standard Time