Group Loyalty Manager Southbank/ Full Time

Signature Hospitality Group; Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Signature Hospitality Group is seeking a Group Loyalty Manager to lead loyalty strategy across its portfolio of brands. This role merges strategic thinking with hands-on execution, turning customer data into valuable loyalty experiences across digital products, venues, and channels.

You’ll partner with Brand, Marketing, Product and Technology teams to elevate loyalty and lifecycle programs. You’ll drive lifecycle marketing from onboarding through engagement and reactivation, while building

Qualifications

• Experience across loyalty, CRM, lifecycle marketing or customer engagement.
• Ability to move between strategic thinking and practical execution.
• Experience with Braze or Segment or similar platforms is highly regarded.
• Influence across teams and translate customer insight into actions.

Responsibilities

• Own our loyalty strategy across brands.
• Lead end-to-end loyalty program improvements to boost engagement and visit frequency.
• Shape roadmaps using customer insights and market trends.
• Lead lifecycle marketing across the customer journey from onboarding to reactivation.
• Define how owned channels drive meaningful customer behaviour while staying brand-aligned.

Skills

Loyalty programs

CRM

Lifecycle marketing

Customer engagement

Tools

Braze

Segment

Job description

Turn customer insight into loyalty, frequency and long-term brand love.

We’re looking for a Group Loyalty Manager to lead the loyalty strategy across Signature Hospitality Group’s portfolio of brands.

This is a strategic and hands-on role for someone who knows how to turn customer behaviour, data and insight into loyalty programs and experiences that genuinely influence how often customers visit, how they engage with our brands and the value they bring over time.

You’ll own the evolution of our loyalty programs across the Group, connecting strategy with execution across digital products, venues, marketing channels and the broader customer experience.

What You’ll Be Doing

• Own our loyalty strategy
• Lead the end-to-end loyalty strategy across our brands, evolving program mechanics, benefits and experiences to increase engagement, visit frequency and customer lifetime value.
• You’ll use customer insights, behavioural data and market trends to identify opportunities and shape the roadmap for what comes next.
• Bring the member journey to life
• Lead our lifecycle marketing strategy across the entire customer journey - from prospecting and onboarding through to engagement, retention and reactivation.
• You’ll help define how our owned channels are used to drive meaningful customer behaviour while ensuring communications remain purposeful, relevant and true to each brand.
• As our loyalty and lifecycle expert, you’ll work closely with brand and marketing teams to build capability in areas including personalisation, automation, experimentation and platforms such as Braze and Segment.
• You’ll establish scalable processes, frameworks and best practices that help our teams move faster while improving consistency and quality.
• Develop and evolve reporting across loyalty and lifecycle activity, creating a strong test-and-learn culture across the Group.
• You’ll look beyond surface-level engagement metrics to understand incremental customer behaviour, identify opportunities and translate performance into clear actions.
• You’ll partner across Brand, Marketing, Product, Technology, Operations and other key stakeholders to bring loyalty initiatives to life.
• As the central point of expertise for loyalty across the business, you’ll help align priorities, investment and experience design while keeping the customer perspective front and centre.

What We’re Looking For

You’ll bring strong experience across loyalty, CRM, lifecycle marketing or customer engagement, with the ability to move comfortably between strategic thinking and practical execution.

You’ll understand how data, technology, communications and customer experience work together to build stronger customer relationships.

Experience with platforms such as Braze, Segment or similar customer engagement and data platforms will be highly regarded.

Most importantly, you’ll be someone who can influence across teams, simplify complexity and turn customer insight into ideas that make a measurable difference.

Why join us?

Signature Hospitality Group is home to a growing portfolio of hospitality brands and venues across Australia.

This role provides the opportunity to shape how we understand, engage and reward customers across multiple brands - building loyalty experiences that have a genuine impact on customer behaviour and business growth.

If you’re passionate about using customer insight, data and creativity to build loyalty programs people actually want to be part of, we’d love to hear from you.