Loyalty and Engagement Lead

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About the Role:

We  have an exciting permanent, full time, vacancy for a Loyalty and Engagement Lead to join our Salvos Stores team in Blackburn, Melbourne however would consider applications from outside of Victoria.  

As the Loyalty and Engagement Lead, you’ll drive initiatives that enhance the end-to-end customer and donor experience, fostering loyalty and advocacy for the Salvos Stores brand. You’ll turn data and insights into action, ensuring every touchpoint reflects the warmth, integrity and purpose that make Salvos Stores unique.

This pivotal role works across marketing, operations, and retail teams to understand our customers’ needs, optimise their journey, and deliver programs that strengthen engagement — from our Full Circle Rewards loyalty program to local marketing initiatives in communities nationwide.

Key Responsibilities:

• Analyse market research, customer feedback and behavioural data to uncover insights that improve customer and donor experiences
• Develop and implement loyalty marketing strategies that drive acquisition, retention, engagement, and lifetime value
• Champion the Full Circle Rewards program, growing member participation and store-level engagement
• Lead customer segmentation and data-driven marketing to deliver targeted, personalised communications and campaigns
• Collaborate with internal stakeholders to design and deliver impactful marketing initiatives, collateral and events within scope and budget
• Develop and maintain Local Area Marketing toolkits, guides and resources to support store-level brand activation
• Manage and optimise customer databases, ensuring integrity, integration and actionable insights
• Report on key performance outcomes and communicate success stories across the organisation

About You:

• Qualifications in Marketing and/or proven experience in customer loyalty, CRM, engagement or brand marketing
• Strong skills in Microsoft Office and Adobe Creative Cloud
• Excellent written and verbal communication skills, with a knack for storytelling and stakeholder engagement
• A collaborative approach and the ability to work cross-functionally in a fast-paced retail environment
• Knowledge of the retail or NFP sectors (highly regarded)

Why Work For Us:

• Eligible employees can access NFP Salary Packaging (up to $15,900 tax free) plus meals and entertainment benefit ($2,650)
• Generous paid Parental Leave for primary (12 weeks) and secondary carers + Purchased Leave Scheme (up to 8 weeks) + Workplace Support Leave (5 days) for volunteering in Salvos initiatives
• Flexible and hybrid WFH arrangements, access to Fitness Passport and Consumer Discounts
• Access to EAP and health & wellness initiatives
• Ongoing training and development opportunities that enhance on the job skills and proficiency
• Rewarding and fulfilling purpose driven careers that have positive and sustainable social impacts

How to Apply:

We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to apply via the link and submit a current CV and a cover letter which details your alignment with the essential requirements of the role.

The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.

The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check.

We value Integrity, Compassion, Respect, Diversity, and Collaboration