Engagement & Customer Experience Specialist

Are you ready to lead the charge in creating impactful engagement initiatives that make a difference?

Engagement & Customer Experience Specialist
Are you ready to lead the charge in creating impactful engagement initiatives that make a difference?

• Full-time permanent role – Flexible hybrid work environment across Sydney/Melbourne/Brisbane.
• Incredible time to join an organisation on the precipice of growth.
• Competitive salary package on offer.

AccessEAP, is seeking a dynamic Engagement Specialist to join their team. In this role, you'll spearhead engagement strategies, leveraging data and innovation to drive customer retention and loyalty.
About the Organisation:

With over 30 years in the EAP industry and proudly one of the founding members of the EAP industry in Australia, Access EAP are passionate about fostering a culture of respect, curiosity, integrity, collaboration, and accomplishment.
Their mission is to create mentally healthy and thriving workplaces and communities. As advocates for mental health awareness and providers of workplace wellbeing programs, their services positively impact the lives of workers and workplace culture Australia wide.
About the Role:

Reporting to the National Manager – Marketing Insights & Engagement, this position oversees and coordinates engagement efforts and data utilisation across the various initiatives aimed at supporting partners and creating better value for their customers. This role is an exciting opportunity if you are a hands-on, inquisitive and strategic, as well as adept at leveraging data and best practices in acquisition and retention.
This is newly created role joining an organsiation during a time of transformational change. As AccessEAP look to shift their strategic focus, this is your opportunity to make impact and take lead in driving and delivering results.
Responsibilities:

• Spearhead the development and implementation of top-tier strategies for a loyalty program.
• Craft the value proposition, benefits, mechanics, and acquisition strategy for engagement programs, aligning them with customer journeys.
• Employ customer data to segment audiences and execute targeted activities across various channels (e.g., email, SMS, social) to bolster engagement and retention.
• Continuously assess, refine, and report on loyalty initiatives, offering data-driven insights for improvement.
• Establish an A/B testing framework to optimise customer lifecycle initiatives and achieve key performance objectives.
• Collaborate with IT, marketing, digital teams, and external partners to devise effective solutions and meet objectives.
• Drive robust forecasting and renewal practices to enhance retention rates and grow recurring revenue.
• Provide management with insights into overarching trends to enhance the Customer Experience.
• Advocate for data-driven decision-making by leveraging knowledge and insights.
• Engage with customers through field research, usability studies, and surveys to prioritise product enhancements for a leading loyalty feature set.
• Design compelling loyalty structures that align with customer preferences and drive engagement.
• Foster cross-functional collaboration to seamlessly integrate loyalty initiatives and ensure a cohesive Customer Experience.
• Regularly assess program performance, identify areas for enhancement, and implement data-driven optimisations for maximum effectiveness.
• Utilise loyalty management technology and analytics tools to gain insights into customer behaviour and program efficacy.
• Analyse customer data to tailor offerings and improve loyalty program effectiveness based on behaviour patterns, preferences, and feedback.
• Develop and execute an enhanced Customer Ambassador program.

Knowledge, Skills and Ability:

• Bachelor's degree in Marketing, Communications, Business, or related field.
• Proven experience in CRM and loyalty management.
• Strong track record of delivering measurable impact through CRM initiatives.
• Deep understanding of loyalty and retention marketing.
• Up-to-date knowledge of CRM and loyalty trends.
• Strong analytical skills with a data-driven approach.
• Excellent communication and presentation abilities.

How to Apply:

If you would like to apply for this great opportunity within a great organisation and team, please submit an up-to-date resume ASAP as applications will be reviewed on an immediate basis.
For more information or a confidential discussion, please contact, Matthew Witheriff at matthew.witheriff@beaumontpeople.com.au or call 02 9093 4967
At Beaumont People, we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds, and people with disabilities. We do not discriminate based on race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.