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Join Australian Venue Co. as our new Senior Loyalty Manager and play a pivotal role in leading and developing our loyalty & customer programs to achieve excellence in hospitality innovation and customer experience.

About the Role:

This is a senior role reporting to the Chief Experience Officer where you will be accountable as the loyalty lead across the business. You’ll be responsible for developing, overseeing & executing the end-to-end strategy for The Pass loyalty program, including marketing, development, roadmap and more, with the aim of driving growth and profitability of the member base through acquisition, nurture, and retention strategies.

Key Responsibilities:

• Be the driving force & the voice behind the development and execution of The Pass loyalty strategy across the business.
• Oversee the development, execution, and optimisation of loyalty marketing strategy and campaigns, ensuring they are attractive, competitive, and effective.
• Own and implement The Pass loyalty program roadmap, as it relates to technical enhancements and member growth & retention initiatives.
• Ensure the loyalty program is effectively actioned across all channels, including The Pass member app.
• Oversee the optimisation of automated lifecycle programs to drive member engagement and profitability.
• Work cross-functionally with team leads across the Marketing division & broader business teams to implement and launch loyalty & The Pass brand initiatives.
• Utilise analytics tools to monitor, analyse, and optimise loyalty program performance and member outcomes.
• Support in process optimisation within the loyalty team to help streamline tasks and initiatives to promote growth.
• Implement & manage a reporting framework, ensuring key member and customer metrics are measured and reported on to inform future decision making.
• Manage and work collaboratively with our app development agency.
• Lead and mentor a team of loyalty and CRM professionals, fostering a collaborative and results-driven environment whilst providing guidance and support to ensure successful development.

What We’re Looking For:

• Ability to interpret and analyse large, complex data to identify trends and drivers of customer behaviour to make actionable decisions.
• Tertiary qualifications in business or marketing, or equivalent professional qualification. 
• Strong technical experience across CRM’s, CDP’s and other marketing tools.
• Working knowledge of marketing automation best practices. Experience in setting up customer journeys, data-driven campaigns, segmentation & personalisation.
• Ability to thrive in high-pressure team environments with multiple stakeholders.
• Willingness to work in a team environment and be adaptive to deliver initiatives.
• Strong communication & leadership skills.
• Strong financial acumen with ability to align loyalty initiatives with business objectives.
• Hospitality experience preferred but not required.

Desired Experience:

• 10+ years' experience in CRM and loyalty management and marketing within a B2C business.
• 5+ years' experience of leadership experience, including mentoring and managing loyalty or CRM teams, fostering collaboration, and delivering results in high-pressure environments
• Proven experience in loyalty marketing and strategy
• Demonstrated experience in complex internal and external stakeholder management.
• Demonstrated ability to manage multiple projects simultaneously with competing priorities.

What We Offer:

• Opportunities for professional growth within a supportive and innovative environment.
• Work with a passionate team and be part of a thriving hospitality company.
• Flexible and dynamic workplace.

Important Details:

• Applications close on 26th February 2025.
• Approximate start date: Feb-March
• Applications must include both a cover letter and a CV.

Ready to lead our Loyalty Program? Apply now!