Growth & Brand Leader — Customer & Loyalty

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

Job summary

Freedom is transforming how customers experience furniture and home living across Australia and New Zealand. We’re seeking a General Manager, Customer, Brand & Loyalty to lead our customer growth agenda and position Freedom as the most trusted, customer‑led retailer in our category.

Reporting to the Executive General Manager, you’ll oversee brand, marketing, loyalty, CRM, insights, media, content and omnichannel delivery, shaping strategy with data and customer insight.

Qualifications

• Senior leadership experience across customer, marketing, loyalty, brand or digital functions.
• Proven success delivering customer growth strategies within a multi-channel retail environment.
• Experience building and growing consumer brands and loyalty programs.

Responsibilities

• Develop and execute Freedom's customer growth strategy across acquisition, retention, advocacy and LTV.
• Lead the customer and marketing plan aligned 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

Senior leadership experience across

Education

Marketing/Business/Commerce/Communications degree

Job description

Freedom is transforming how customers experience furniture and home living across Australia and New Zealand. We’re seeking a General Manager, Customer, Brand & Loyalty to lead our customer growth agenda and position Freedom as the most trusted, customer‑led retailer in our category.

Reporting to the Executive General Manager, you’ll oversee brand, marketing, loyalty, CRM, insights, media, content and omnichannel delivery, shaping strategy with data and customer insight.