Address- Full-time permanent role based in Southbank
- Generous staff discounts across our hospitality brands
- Hybrid working arrangements
- Fun team culture, embracing new ideas and personal development
Elevate your career and harness powerful data to shape the acquisition, retention and engagement of our loyalty members.
At Signature Hospitality Group, we are the proud owner of 4 iconic hospitality brands: TGI Fridays, The Sporting Globe, Varsity and W.J. Wills. We are one of the fastest-growing bar and restaurant groups in Australia. We live and breathe a customer-first culture and are committed to bringing new ideas to life.
The role of the Loyalty Manager will spearhead on the strategic development of loyalty membership including acquisition, retention and engagement activities for TGI FRIDAYS and The Sporting Globe.
If you are ready to take your passion for data-driven decision-making and customer-centricity to the next level, this could be the right role for you.
Reporting to the Head of Customer Experience, your responsibilities will include:
- Lead the development of the loyalty strategy for TGI FRIDAYS and The Sporting Globe to connect with overarching business objectives and brand purpose.
- Product owner of the marketing automation and CRM platform (Braze) and being key agency relationship owner.
- Develop and execute member acquisition initiatives in line with agreed annual targets and budgets.
- Develop and execute member rewards and promotions, ensuring agreed objectives are met and maintaining appropriate profit margins.
- Develop and execute member initiatives to drive retention and engagement with the loyalty program and brands.
- Lead segmentation of member data to develop hyper-personalised and targeted communications.
- Manage the omnichannel communication calendar including planning, forecasting, build, execution and reporting.
- Support national brand campaigns with member initiatives and communications to achieve campaign objectives.
- Creation and testing of promotional coupon and voucher programs via ecommerce and POS platforms, including being point of contact for any troubleshooting.
- Develop personalised member lifecycle journeys with the identification and implementation of an automated omnichannel communication program.
- Use data analysis to inform, learn and identify opportunities across members and customers, sharing key insights across the business.
- Support refinement of member communication design, delivering consistent visual language across all platforms.
- Consult and collaborate with internal functions as required.
- Support the development of member and customer interactions with key touchpoints including, but not limited to, app, online ordering, website, WiFi, Customer Care and in-restaurant.
- Develop internal communications to inform broader team on loyalty initiatives.
- Monitor campaign effectiveness against agreed KPIs. Complete post campaign analysis and make recommendations based on key learnings.
- Monitor key updates in privacy and communication regulations, applying best practice for compliance.
- Monitor and evaluate competitor activity and industry trends. Recommend actions to ensure TGI FRIDAYS and The Sporting Globe are ahead of the competitive set within the loyalty space.
- Promote best practice within the Marketing Department and constantly look to improve processes and procedures.
We offer:
- Career progression and personal development
- Supportive team environment
- Hybrid working arrangements
- Competitive salary and bonus for the right candidate
- Monthly allowance at all of our restaurants and bars nationally
About you:
- Bachelor’s degree in Marketing, Business or related field
- Proven experience in loyalty and/or CRM
- Excellent attention to detail with strong analytical and communication skills
- Confident team player and creative problem solver
- Experience with CRM (specifically Braze) platforms beneficial
