Senior Loyalty & Customer Engagement Manager

u&u Recruitment Partners; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

U&U Recruitment Partners in Sydney is seeking a Senior Loyalty & Customer Engagement Manager to shape the next phase of growth across loyalty and CRM. You will own the loyalty proposition, drive segmentation, personalization and lifecycle marketing, and lead a small CRM team within a fast-growing consumer brand.

You'll partner with marketing, digital and insights teams to turn first-party data into smarter campaigns that drive frequency, retention and lifetime value.

Qualifications

• 8+ years in loyalty, CRM, lifecycle or retention marketing.
• Experience owning a loyalty program or shaping its strategy.
• Experience in a high-frequency, consumer environment.
• Strong data usage, segmentation and personalisation to influence behaviour.

Responsibilities

• Shape the future of loyalty program proposition, rewards and commercial performance.
• Grow active membership, drive repeat visits and increase customer lifetime value.
• Lead CRM and lifecycle marketing across onboarding, engagement, retention and win-back.
• Use data to enable smarter segmentation and personalised journeys.
• Oversee engagement across email, push, SMS and in-app messaging.
• Collaborate with insights to test ideas and measure growth drivers.
• Manage loyalty budgets and ensure incentives deliver value.
• Partner with marketing, digital and technology teams to connect loyalty with customer experience.
• Lead and develop your direct report with strategic direction and execution.

Skills

CRM Marketing

Lifecycle Marketing

Retention Marketing

Data Segmentation

Stakeholder Management

Tools

Braze

Job description

Senior Loyalty & Customer Engagement Manager

U&U Recruitment Partners - Surry Hills NSW

We're partnering with a well-known, fast-growing consumer brand looking for a Senior Loyalty & Customer Engagement Manager to help shape the next phase of its growth.

It's an exciting time to join. The business has ambitious expansion plans, an established digital ecosystem, and a substantial customer base. With continued investment in its marketing function, there's now an opportunity for someone to take ownership of loyalty and customer engagement and really move things forward.

In a highly competitive category, customers have plenty of choice. Building loyalty isn't simply about offering another discount or reward. It's about understanding what brings people back, creating experiences that feel relevant and finding ways to become part of their everyday habits.

That's where you come in.

The opportunity

You’ll lead the loyalty and CRM strategy, with the freedom to influence how the business engages its customers, encourages repeat visits and builds stronger, more valuable relationships over time.

There's already a strong foundation in place, including an established loyalty program, app and CRM platform. The opportunity now is to take things further.

You’ll look at how the loyalty proposition can evolve, where personalisation can become more sophisticated and how the business can make better use of its first-party data to influence customer behaviour.

It's a role with a genuine commercial focus. You'll be thinking about customer frequency, retention and lifetime value, but also how loyalty contributes to profitable growth. What actually motivates someone to return? Which incentives are worth investing in? How do you know when a campaign has genuinely changed behaviour?

You’ll have an experienced CRM Marketing Specialist reporting to you, alongside the support of a wider digital, marketing and insights team.

What you'll be doing

• Shaping the future of the loyalty program, from its overall proposition and strategy through to rewards, incentives and commercial performance;
• Finding new ways to grow active membership, encourage repeat visits and increase customer lifetime value;
• Leading CRM and lifecycle marketing across onboarding, engagement, retention and win-back;
• Using customer data to build smarter segmentation, more relevant communications and personalised journeys;
• Overseeing engagement across email, push notifications, SMS and in-app messaging;
• Working closely with the insights team to understand customer behaviour, test ideas and measure what genuinely drives growth;
• Managing loyalty program budgets and performance, ensuring incentives deliver value for both customers and the business;
• Partnering with marketing, digital and technology teams to connect loyalty with the broader customer experience; and
• Leading and developing your direct report, providing strategic direction while staying close to execution.

About you

We're looking for someone who genuinely understands the commercial side of loyalty and customer engagement.

You’ll likely have 8+ years' experience across loyalty, CRM, lifecycle or retention marketing, with experience owning a loyalty program or playing a significant role in shaping its strategy.

Experience in a high-frequency, competitive consumer environment would be ideal. Somewhere customers have plenty of alternatives, and where getting them to choose your brand again is a meaningful commercial challenge.

You’ll understand how to use data, segmentation and personalisation to influence behaviour, and you’ll be comfortable looking beyond campaign engagement metrics to understand the impact on sales, frequency and retention.

You’ll also bring strong CRM expertise, ideally across a platform such as Braze, although experience with other sophisticated CRM platforms is equally relevant.

Personality matters here, too. You’ll need to be confident, commercially minded and comfortable working with senior stakeholders. Someone who enjoys a fast-moving environment, brings ideas to the table and is happy to get involved in the detail when needed.

Why consider it?

There's a lot happening within this business, and loyalty has an important role to play in where it goes next.

You’ll be joining at a point where the marketing function is evolving to support significant growth, with investment in digital, customer experience and the people needed to take the business forward.

Importantly, you'll have the opportunity to own and influence the direction of loyalty, rather than inherit a strategy that’s already been mapped out for you.

There's an established customer base, strong technology foundations and an experienced team around you. What they're looking for now is someone who can bring the thinking, commercial curiosity and energy to take it to the next level.

At U&U Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

Should you require reasonable adjustments throughout the recruitment process (including alternate formats to apply), or have a preferred method of communication, we encourage you to make a request via ***********@uandu.com or contact U&U on 02 8245 7*** to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.