The Head of Loyalty is responsible for shaping and delivering the company’s loyalty strategy to drive shopper engagement, retention, and sales growth.
By harnessing digital platforms and loyalty programs, the role exists to increase shopper lifetime value, strengthen brand affinity, and enable seamless customer experiences.
The role is a critical leadership position, reporting to the GM and working together with the Insights, Brand & Strategy team, Campaign & Earned Media teams, the Studio, Retail and Merchandise teams, ensuring Loyalty initiatives are embedded within the broader brand and retail strategy.
Duties
- Define and deliver overall Loyalty Strategy
- Define and execute the vision and strategy for loyalty programs, ensuring alignment with broader business strategies and goals.
- Set the required loyalty program targets for shopper acquisition, retention, and lifetime value and forecast eCommerce revenue.
- Oversee daily operations, driving performance, shopper engagement, and continuous improvement across eCommerce and loyalty initiatives.
- Track & Report KPIs and share performance updates with the leadership team.
- Deliver Unified and Seamless Omnichannel Experience
- Collaborate with Leadership team to ensure unification of Brand, Loyalty and Ecommerce strategies to create a seamless experience across all touchpoints. With each interaction building upon the last, to convert occasional shoppers into loyal advocates.
- Define and deliver Loyalty campaigns to deliver shopper acquisition, retention and lifetime value.
- Drive Innovation of Loyalty Programs
- Lead the evolution of loyalty programs, introducing new capabilities, technologies, and features that enhance customer experience and deliver commercial growth.
- Drive innovation through data, insights, and emerging digital trends, ensuring loyalty propositions remain competitive, personalised, and shopper centric.
- Build High Performing Team
- Build and embed a high-performance culture, driving capability development, engagement and cross functional ways of working Translate strategic priorities into clear goals and execution plans ensuring alignment and unity across Brand, Loyalty and Ecommerce.
Skills and Experience
- Proven senior leadership experience Loyalty within a retail, consumer, or shopper-led organisation, with a strong track record of delivering commercial and customer outcomes.
- Experience leading teams with demonstrated success in building high-performance cultures.
- Expertise in loyalty programs—design, implementation, and optimisation—with measurable success in increasing member engagement and customer lifetime value.
- Strong commercial and strategic acumen, with experience translating customer insights and analytics into actionable growth initiatives.
- Proven stakeholder management capability, partnering with brand, retail operations, insights, and technology teams to deliver aligned business outcomes.
- Track record of driving digital and loyalty innovation, leveraging emerging technologies, data, and personalisation to enhance customer experiences and competitive advantage.
Benefits
- Opportunity to own and grow the Loyalty Program of an extremely well loved, shopper led Retail business
- Brilliant working environment within a hugely successful business
- Opportunity to take full ownership of the Loyalty Program
- Thriving Industry experiencing huge Growth.
How to Apply
Click APPLY or email your CV to mbarry@sharpandcarter.com.au
