Loyalty Lead - Acquire & Reactivate

Job No.: 996970

Location: Melbourne - CBD & Inner

Job type: Full-Time

Country Road Group (CRG) is embarking on transformation to position itself for growth, leveraging our scale, capabilities and culture as a House of Brands. We are investing in new and existing capabilities and have a number of exciting opportunities available.

As the Loyalty Lead for Acquire & Reactivate, you will grow the active member base of CRG’s loyalty programs with valuable members through acquisition of new members and reactivation of dormant members. The role involves implementing and experimenting with loyalty tactics such as customer journeys, campaigns, store incentives, and reviewing sign-up offers. Additionally, it includes developing partnerships to acquire customers and deliver program benefits as defined by the G&R stream. Collaborate cross-functionally to use analytics and various marketing channels to achieve and report on the outcomes.

Key Accountabilities

• Grow member value through number of active members, spend, incremental sales and critical member data completeness
• Use loyalty tactics in a focused and prioritised way to achieve outcomes, such as store tactics/incentives, one-off campaigns, developing new partnership strategy to name a few
• Own ‘acquisition’ and ‘reactivation’ customer journeys, including Onboarding, Re-onboarding, First / next / X shop
• Develop and maintain reporting and models to identify opportunities
• Prepare the annual strategy and plan for A&R. Allocate work to direct reports, and plan their capacity
• Manage and coach direct reports supporting succession opportunities and development.

Key Capabilities

• Extensive experience in a similar role, e.g. Loyalty, CRM, Marketing, Sales, Partnerships.
• Exemplary process development, documentation and workflow management skills.
• Extensive experience in CRM and loyalty management within a large customer-centric business
• OR extensive experience in sales/partnerships, either in an established or scaling B2C business.
• Strong people, relationship and ‘sales’ skills to work with stores, partners and customers
• Experience in leading and developing a specialist team
• Experience in developing a membership acquisition strategy, whether in a loyalty program, or other membership program.
• Ability to interpret and analyse complex data to identify trends and drivers of customer behaviour
• Strong stakeholder management and the ability to influence at a senior level

Why work for CRG?

The Country Road Group is one of Australasia’s largest Lifestyle Brand Houses comprising of iconic brands such as Country Road, POLITIX, Trenery, Witchery and MIMCO.

Here are some of the great things we offer:

• Generous employee discounts across our House of Brands
• Seasonal clothing allowance
• An additional day of leave for your birthday
• An Industry leading Parental Leave Program
• Flexible working arrangements to support work/life balance
• Annual learning calendar to support the ongoing development of our team
• Support community partnerships across our Corporate Social Responsibility Program
• We are committed to operating ethically, sustainably, and responsibly.

In accordance with our Company Recruitment Policy you will have occupied your role for a minimum of six months before applying for a new role. You are required to attach a completed Internal Application form, signed by your manager as part of the application process.

Country Road Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.

Country Road Group prefers to manage all sourcing directly, please submit your applications to this role if you are interested. Please note introductions via agency will not be accepted.

Closing date: 26 Dec 2024 for applications

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