General Manager, Brand & Loyalty Growth

Freedom Furniture; Ryde; On-site; AUD 180,000 - 260,000; Full time

Job summary

Freedom Furniture is seeking a General Manager Customer, Brand & Loyalty to lead the customer growth agenda across Australia and New Zealand. You’ll unite brand, marketing, loyalty, CRM, customer insights and eCommerce to deliver exceptional customer experiences and strong commercial outcomes.

Reporting to the Executive General Manager, you will use data, market understanding and stakeholder influence to shape enterprise strategy, drive growth and build trust across the business.

Qualifications

• Senior leadership across customer, marketing, loyalty, brand or digital functions.
• Experience delivering customer growth strategies within multi-channel retail.
• Proven track record building consumer brands and loyalty programs.
• Strong customer insight, CRM and digital marketing capability.
• Experience leading transformation and organisational change.
• Ability to influence executive stakeholders and shape enterprise-wide strategy.
• Track record of building and leading large, high-performing teams.

Responsibilities

• Develop and execute Freedom's customer growth strategy across acquisition, retention, advocacy and customer lifetime value.
• Lead the customer and marketing plan, aligning investment and activity with commercial objectives.
• Drive brand growth, awareness, consideration and preference across Australia and New Zealand.
• Lead customer insight and Voice of Customer programs that influence enterprise-wide decisions.
• Own and evolve the MyFreedom loyalty and CRM strategy to increase engagement and commercial contribution.
• Oversee omnichannel media, customer acquisition and digital marketing strategies.
• Partner with Retail, Operations and Technology teams to deliver seamless omnichannel customer experiences.
• Drive innovation and transformation initiatives, leveraging AI, automation and emerging technologies.
• Lead and develop high-performing teams across Brand, Marketing, eCommerce, Loyalty, CRM, Media and Customer Insights.
• Manage budgets, performance reporting and strategic scorecards to ensure strong commercial outcomes.

Skills

Strategic leadership

Customer obsession

Commercial acumen

Multi-channel leadership

Executive influence

Education

Marketing

Business

Commerce

Communications

Tools

CRM systems

Marketing automation

Data analytics tools

Job description

Freedom Furniture is seeking a General Manager Customer, Brand & Loyalty to lead the customer growth agenda across Australia and New Zealand. You’ll unite brand, marketing, loyalty, CRM, customer insights and eCommerce to deliver exceptional customer experiences and strong commercial outcomes.

Reporting to the Executive General Manager, you will use data, market understanding and stakeholder influence to shape enterprise strategy, drive growth and build trust across the business.