Loyalty Operations Manager

Metcash Limited; Sydney; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

5th week of annual leave

2 well-being days

1 volunteer day annually

Endless learning and development

12 weeks gender-neutral parental leave

Bronze Employer for LGBTQ Inclusion

Gender pay gap under 5%

Gold accreditation for Mental Health

Job summary

Metcash Limited is seeking a commercially minded Loyalty Operations Manager based at Macquarie Park to lead loyalty reporting and governance. You’ll drive program performance across five banners, manage a small team, and collaborate with cross-functional groups in Loyalty, CRM, Technology, Data & Insights, and Operations to deliver engaging loyalty experiences.

You’ll translate data into insights, oversee campaign execution, and help shape the loyalty roadmap.

Qualifications

• 5+ years in loyalty, CRM, digital marketing, or related ops roles.
• Experience managing loyalty programs in retail, FMCG, or ecommerce.
• Proven ability to translate data into actionable insights and manage stakeholders.

Responsibilities

• Lead loyalty reporting across five banners with accuracy, timeliness, and actionability.
• Govern reporting processes to ensure data quality, consistency, and compliance.
• Oversee day-to-day operation of loyalty programs across banners.
• Monitor points accrual and redemption to maintain program integrity.
• Coordinate loyalty campaigns across email, app, SMS and other channels.
• Partner with Loyalty Operations Lead and CRM team on schedules and readiness.
• Coach and develop two Loyalty Coordinators for high performance.
• Support the Loyalty & CRM roadmap with senior leadership.

Skills

Loyalty programs

CRM

Data analytics

Stakeholder management

Team leadership

Job description

At Metcash, you’re part of something bigger. We’ve got the heart of a small business with the strength and support of a big business.

When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to:

• Grow your career with tailored development programs
• Thrive your way with flexible work options
• Make your mark in a high-performing, values-led team

Independent Brands Australia (IBA) is the retailer arm of Metcash's liquor pillar. We're the largest network of independent liquor retailers in Australia, supporting Cellarbrations, The Bottle-O, IGA Liquor, Porters Liquor, Thirsty Camel and Duncans.

At IBA, being part of something bigger means making a real difference to local retailers, businesses and the community. We support a wide range of independently owned liquor stores, helping them compete with the large chains and thrive in a dynamic market.

When you join the IBA network you’re not just working with a family business, you’re getting backed by the strength of the Metcash Group. Whether you're on the retail floor, in store support or behind the scenes, you're helping to champion successful independents across Australia.

About The Opportunity

Join IBA as our Loyalty Operations Manager and play a key role in delivering and optimising our loyalty program across five retail banners. Based at Macquarie Park, you'll lead a small team responsible for loyalty reporting, campaign execution, performance monitoring, and operational governance. Working closely with cross-functional stakeholders across Loyalty, CRM, Technology, Data & Insights, and Operations, you'll help drive member engagement, retailer participation, and commercial outcomes. This is an exciting opportunity for a commercially minded leader who enjoys combining data, customer insights, and operational excellence to deliver impactful loyalty experiences.

In this Role

• Lead the delivery of accurate, timely, and actionable loyalty reporting across five retail banners.
• Manage reporting processes and governance to ensure data quality, consistency, and compliance with agreed reporting schedules.
• Ensure the successful day‑to‑day operation of the loyalty program across all banners.
• Monitor points accrual and redemption activity to ensure program integrity and operational efficiency.
• Coordinate loyalty campaign activities across email, app, SMS, and other digital channels.
• Work collaboratively with the Loyalty Operations Lead and wider CRM team to manage campaign deployment schedules, workload prioritisation, and operational readiness.
• Lead, coach, and develop two Loyalty Coordinators, ensuring clear priorities, accountability, and high performance.
• Support the Senior Manager Loyalty & CRM in delivering the loyalty and CRM roadmap.

You're Likely a Match If

• 5+ years' experience in loyalty, CRM, digital marketing, customer engagement, or related operational roles.
• Experience managing loyalty programs or customer membership programs within retail, FMCG, eCommerce, or related industries.
• Demonstrated experience leading reporting functions and translating data into actionable business insights.
• Proven experience managing stakeholders across multiple business functions and operating environments.
• Experience leading and developing small teams.

What's On Offer

• Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually
• Career Growth: Endless learning and development opportunities
• Parental Leave: 12 weeks of gender-neutral paid leave for primary carers
• Inclusive Culture: Bronze Employer for LGBTQ Inclusion
• Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025)
• Mental Health: Gold accreditation by Mental Health Australia
• Flexibility: Flex Ready and Family Friendly Workplace accredited

Join us and be part of something bigger!

Metcash is Australia’s leading wholesale distribution company, with $19.5 billion in sales (FY25) and a proud spot in the ASX Top 125. We believe in the power of independent, family-owned businesses to shape vibrant communities. Through our food, liquor, and hardware pillars, we help retailers become the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support.

We're committed to diversity, inclusion, and sustainability — and we welcome applicants from all backgrounds, including First Nations. If you need support during the application process, just let us know. Your privacy and dignity are always respected.