Job no: 943559
Work type: Permanent / Full time
Location: Support Office - Docklands
MYER is looking for a Loyalty Member Experience Specialist to play a vital role in delivering a seamless and elevated end-to-end experience for MYER one members, with a particular focus on the Gold and Platinum tiers. With a strong emphasis on member satisfaction, retention, and advocacy, the role ensures consistently positive interactions across all touchpoints. By making members feel recognised, valued, and emotionally connected to the Myer brand, the Loyalty Member Experience Specialist helps foster a sense of belonging and long-term loyalty.
- Be a passionate ambassador for the MYER one program – you will contribute to the creation and execution of exclusive, money-can’t-buy experiences, benefits, and offers that drive engagement and deepen member loyalty
- Join our customer-centric, fast-paced Loyalty team
- Flexible hybrid working model – work from our Docklands-based Support Office & from the comfort of your own home
About the role:
- Implement initiatives that enhance the member journey: Develop and deliver exclusive money can’t buy experiences, personalised services, offers and benefits that drive engagement and loyalty.
- Champion the MYER one value proposition: Collaborate with cross-functional teams to embed high-touch, member-first experiences and benefits that build long-term advocacy and drive program engagement.
- Insights & Reporting: Track and share member feedback, preferences, NPS, retention, and engagement to inform continuous improvement and help shape future loyalty experiences and benefits.
- Monitor and act on member feedback and satisfaction metrics: Ensure consistently positive interactions across all channels and contribute to ongoing service improvement.
- Manage sensitive or escalated issues: Provide empathy and urgency in resolving concerns, ensuring high satisfaction and retention of Gold and Platinum members. Proactively support the Loyalty VIP Concierge, MXC, Loyalty Operations, and Platinum inbox to respond effectively and at speed.
- Collaboration with Internal and External Teams: Work closely with the Myer Events Team, Loyalty Operations, Call Centre, Merchandise, Myer Store Management, Online, external partners, suppliers and agencies to deliver a consistent and elevated experience for VIP members, both online and in-store.
- Travel & Experience Support: Support in-person member engagement at key in-store or external events, acting as a host. This includes occasional travel and after-hours work, with time in lieu provided as required.
- Support delivery of the Loyalty Experience Strategy: Work closely with the Senior Manager – Loyalty Member Experience to support the execution of the loyalty experience strategy, ensuring initiatives align with broader program goals and member expectations.
- Ad hoc responsibilities as required
About you:
- 2+ years’ experience in event or experience management
- Proven experience in department store, premium or luxury retail, or hospitality
- Demonstrated experience in delivering small to large scale events and experiences
- Strong understanding of loyalty programs, particularly tiered member experiences
- A customer-first mindset with a passion for creating engaging and seamless experiences
- A proactive, innovative approach to problem-solving, with the ability to operate effectively in dynamic environment
- Exceptional interpersonal skills with the ability to build rapport and trust with high-value customers
- A natural communicator who can adapt tone and approach to different member needs and personalities
- Experience in leveraging data to inform decision-making and strategy development
- Proficiency in tools such as MS Office Suite (Excel, PowerPoint, Outlook)
- Loyalty program experience will be highly regarded
Benefits to you:
- Generous team member discounts on all Myer products, including team-member exclusive discounts
- Access to lifestyle leave and volunteer leave – arrange work around your life, not life around work
- A supportive leadership and team network to set you up for success
- Career growth and succession opportunities across the business
From humble beginnings in downtown Bendigo to supporting Australian communities far and wide- Myer has always been a special place, transcending beyond just a place to work.
Myer is a place for finding life-long friendships, a safe space with a big heart. Here, you’re encouraged to be yourself, share your ideas and are entrusted to deliver your very best. Some might even say it feels like being “right at home”.
Here, you’re not only an employee. You’re a valued Team Member with real dreams that we want to help you chase, no matter how big or small. At Myer, we’re all about making your work life meaningful. We want you to experience life’s special moments fully, which is why we take pride in offering balance and flexible options to get you to where you want to be.
Wherever you are and wherever you’re going, we’ll meet you there and get you to your destination. With your enthusiasm and our support, we’re fully committed to helping you thrive and flourish. The future lies in your hands.
Welcome Home!
Aust. Working Rights: To be eligible to apply for this job, you must have Australian working rights. For further information contact the Australian Department of Immigration.
Equal Opp. Employer: We pride ourselves on the diversity of the people who work at Myer, representing the community in which we serve.
Agency note: Myer Pty Ltd does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. Any candidates submitted in an unsolicited manner, will be considered a direct candidate application to Myer and no fee will be payable.
Applications close: AUS Eastern Standard Time
