CRM & Loyalty Specialist

Bankstown Sports; Canterbury-Bankstown; On-site; AUD 90,000 - 120,000; Full time

Job summary

Bankstown Sports is seeking an experienced CRM & Loyalty Specialist to join our Marketing team in Sydney. You will own CRM activity from planning and segmentation through to campaign build, testing, deployment and analysis, turning member insights into targeted campaigns across our dining, entertainment and venues.

You’ll collaborate with Marketing, Membership, Gaming and venue teams to strengthen member connections, improve visitation and loyalty.

Qualifications

• 4–5 years in CRM, loyalty or database marketing.
• Hands-on experience building CRM campaigns.
• Strong segmentation and data-driven marketing.
• Proficient with marketing automation platforms.
• Excellent analytical and interpretation skills.
• Detail-oriented with strong organisation.

Responsibilities

• Build and deliver targeted email, SMS and member marketing campaigns.
• Create meaningful customer segments using member behaviour, visitation, spend and engagement data.
• Develop activation, retention, loyalty, reactivation and win-back campaigns.
• Manage campaign audiences, filters, exclusions, offers and eligibility criteria.
• Support loyalty initiatives and rewards across venues.
• Monitor campaign performance and turn data into insights.
• Collaborate with Marketing, Membership, Gaming, F&B and venues to bring campaigns to life.
• Ensure QA before campaigns go live.

Skills

CRM campaigns

Customer segmentation

Marketing automation

Email marketing

SMS marketing

Data analytics

Stakeholder management

Campaign testing

Tools

Oracle Responsys

Job description

Turn customer insights into experiences that keep our members coming back.

We’re looking for an experienced CRM & Loyalty Specialist to join the Marketing team at Bankstown Sports.

This is a hands-on role for someone who loves the combination of customer data, clever segmentation, engaging campaigns and measurable results.

Working across a diverse hospitality and entertainment environment, you’ll create targeted member campaigns that drive engagement, visitation, loyalty and commercial outcomes across our venues.

If you enjoy understanding customer behaviour, building smart campaigns and seeing the impact of your work in real time, this could be the role for you.

About Bankstown Sports

More than a club, Bankstown Sports is a destination for dining, entertainment and community.

Located in Sydney’s southwest, Bankstown Sports is one of the region’s leading hospitality and entertainment groups. Across our venues, members and guests experience everything from restaurants and bars to live entertainment, theatre, retail, Monkey Mania and Turbo Climb.

Our wider group includes Bankstown Sports Bowls, Birrong Sports, Baulkham Hills Sports, Bankstown Golf Club, The Acres Club and Auburn Tennis Club, giving our people the opportunity to work across a diverse portfolio of venues and experiences.

With more than 650 employees, we’re a large and dynamic business, while remaining closely connected to our local community. We proudly support more than 40 local sporting clubs, alongside thousands of community participants, charities and community organisations.

For a CRM and loyalty professional, this creates an exciting environment. Our members engage with us across dining, entertainment, promotions, gaming and multiple venues, creating plenty of opportunity to use customer insights and targeted marketing to build stronger relationships and memorable member experiences.

About the opportunity

As our CRM & Loyalty Specialist, you’ll take ownership of CRM and member marketing activity from planning and segmentation through to campaign build, testing, deployment and analysis.

You’ll work closely with Marketing, Membership, Gaming, Food & Beverage and our venue teams to turn member insights into relevant, targeted campaigns.

This role isn't simply about sending campaigns.

We’re looking for someone who wants to understand our members, what engages them and how smarter CRM and loyalty activity can strengthen their connection with Bankstown Sports.

What you'll be doing

• Build and deliver targeted email, SMS and member marketing campaigns.
• Create meaningful customer segments using member behaviour, visitation, spend and engagement data.
• Develop activation, retention, loyalty, reactivation and win-back campaigns.
• Manage campaign audiences, filters, exclusions, offers and eligibility criteria.
• Support loyalty initiatives, member promotions and rewards across our venues.
• Manage CRM campaigns from initial brief through to deployment, reporting and review.
• Conduct thorough testing and quality assurance before campaigns go live.
• Ensure audiences, offers, dates, links, rewards and communications accurately reflect approved campaign requirements.
• Collaborate across Marketing, Membership, Gaming, Food & Beverage and venue operations to bring campaigns to life.
• Monitor campaign performance and turn data into practical recommendations.
• Analyse engagement, visitation, participation and campaign results.
• Identify opportunities to improve personalisation and member lifecycle journeys.
• Support continuous improvement of CRM processes, database marketing and automation.
• Maintain strong campaign documentation, approvals and governance.

About you

You’ll ideally have around 4 to 5 years' experience in CRM, loyalty, database marketing, customer lifecycle marketing or a similar position. You'll bring:

• Strong hands-on experience developing and executing CRM campaigns.
• Experience with customer segmentation and database marketing.
• Confidence using CRM or marketing automation platforms.
• A strong understanding of email and SMS marketing.
• Experience with campaign testing and quality assurance.
• Strong analytical skills and confidence interpreting customer and campaign data.
• Excellent attention to detail.
• Strong organisational skills and the ability to manage multiple campaigns simultaneously.
• The confidence to ask questions when campaign requirements aren't clear.
• Strong stakeholder management and communication skills.
• A collaborative approach to working across different areas of a business.
• A curious and commercially minded approach to customer behaviour and marketing.
• Experience within hospitality, registered clubs, gaming, entertainment, hotels, loyalty programs, retail or another high-volume consumer environment will be highly regarded.
• Experience using Oracle Responsys or a comparable enterprise CRM and marketing automation platform would also be advantageous.

What will make you successful

You’re someone who doesn't simply press send.

You want to know:

Are we talking to the right members? Is the offer relevant? Is the data right? What happened after the campaign? And what can we do better next time?

You’ll be comfortable taking ownership of your campaigns, questioning something when it doesn't look right and ensuring the detail is correct before activity goes live.

Most importantly, you'll enjoy turning customer insights into marketing that genuinely connects with people.

Why join Bankstown Sports?

You'll work in an environment where CRM goes well beyond opens and clicks.

With members interacting across dining, entertainment, promotions, gaming and multiple venues, you'll have the opportunity to see how your campaigns influence real member behaviour, visitation and engagement.

You'll also join a business with more than 650 employees that invests in learning and development and is committed to creating great experiences for both our members and our people.

If you're ready to bring your CRM and loyalty experience to a dynamic hospitality and entertainment environment, we'd love to hear from you.