Our client is a large Australian retailer. They are a brand Australians know and love. The retailer sells a range of upscale products and offers team members a rewarding and exciting career path with many opportunities available. Currently, they are looking to hire a Member Experience Manager - Loyalty (VIP Events & Experiences).

The Member Experience Manager is responsible for leading the delivery of an exceptional end-to-end experience for members, including an elevated experience for Gold and Platinum tiers.

Key Responsibilities:

• Own and evolve the member experience strategy, and ensure it delivers value across the membership lifecycle.
• Collaborate with cross-functional teams to embed high-touch, member-first experiences and benefits that reflect build long-term advocacy and drive program engagement.
• Develop and deliver exclusive events, personalised services, offers, benefits and outstanding experiences that drive engagement and loyalty.
• Work closely with cross-functional teams to deliver an elevated experience for members both online and instore.
• Track and share member feedback, preferences, retention and engagement to inform continuous improvement and help shape future loyalty strategies. Provide regular updates on VIP satisfaction and service performance.
• Support in-person member engagement at key in-store or external experiences, acting as a host when required.
• Support the Loyalty VIP Concierge and Member Experience specialists in their respective roles.

Key experience and skills:

• A minimum of 5+ years' experience in a similar role.
• Customer obsessed, and someone who loves to entertain and provide ultimate experiences.
• Previous experience in delivering small to large scale events and experiences.
• Strong understanding of loyalty programs with a focus on member experiences.
• Customer centric with a passion for creating engaging and seamless experiences.
• An initiative-taking, innovative approach to problem-solving.
• Previous management experience.

Benefits:

• Collaborate with a world-class team in a company that values innovation and customer experience.
• Newly created role, manage a fantastic team.
• Enjoy the flexibility of a hybrid work environment.
• Well-known retailer.
• Amazing benefits and discounts for family and friends.

For more information, please contact Brea Bugeja at Mars Recruitment on Brea.Bugeja@marsrecruitment.com.au.