Senior Loyalty & Customer Engagement Manager

GYGs loyalty program is one of the most important levers in the business and this is the role that owns it end to end turning everyday cravings into a lasting GYG habit. The Senior Loyalty & Customer Engagement Manager leads the program strategy the lifecycle marketing the owned-channel communications across multiple channels including email push SMS and in-app and the commercial performance of the member base. Youll shape how GYG builds genuine habit-forming relationships with its guests at scale.

What Youll Do

• Own GYGs loyalty program strategy proposition and roadmap shifting loyalty from transactional rewards to genuine habit formation
• Drive innovation and expansion of the loyalty program
• Design and optimise program mechanics including earn rates rewards and structure
• Own the loyalty program P&L managing member economics reward liability and commercial return
• Own GYGs lifecycle marketing strategy across the full member journey - acquisition onboarding frequency building win-back and milestone moments
• Set the segmentation and personalisation strategy so the right guest receives the right message for the right occasion
• Apply AI tools to sharpen segmentation personalisation and content optimise campaigns and scale lifecycle marketing efficiently.
• Lead a structured test-and-learn program across A/B and multivariate testing
• Lead coach and develop the CRM & Lifecycle Marketing Specialist
• Own the customer communications strategy and owned-channel calendar across email push SMS and in-app messaging including editing communications prepared by direct report and drafting and executing comms yourself

What Youll Bring

• Significant experience (e.g. 8 years) in loyalty CRM lifecycle or retention marketing including end-to-end ownership of a loyalty or membership program
• Hands-on expertise with enterprise CRM and lifecycle platforms such as Braze or similar including segmentation journey building and automation
• Demonstrated experience owning the full picture across strategy mechanics CRM execution analytics commercial performance and compliance
• Strong track record of using data and insight to grow visit frequency retention and customer lifetime value
• Experience using AI tools to improve segmentation personalisation content and campaign performance
• Sound commercial and analytical judgement including managing a program P&L or budget
• Working knowledge of Australian privacy and marketing compliance

What Youll Love

• Join one of Australias fastest-growing restaurant companies
• Real influence in a marketing function thats investing heavily in its capability
• Annual short-term incentive scheme
• GYG restricted shares earned each year through our long-term incentive scheme
• Up to 5 weeks of annual leave each year (ask us how)
• Paid parental leave
• The chance to one day become a franchisee and own your own GYG restaurant
• A vibrant Surry Hills office a short walk from Central Station

Interested Apply now to start the conversation.

Remote Work :

No

Employment Type :

Full-time