Job no: 943612
Work type: Permanent / Full time
Location: Support Office - Docklands
MYER is looking for a Senior Manager, Loyalty Member Experience to be responsible for leading the delivery of an exceptional end-to-end experience for MYER one members, including an elevated experience for Gold and Platinum tiers. As a key advocate of the MYER one program, you will create and execute initiatives that elevate the member journey including money-can’t-buy experiences and exclusive benefits and offers. The role is accountable for ensuring positive member interactions and feedback across all touchpoints, with a strong focus on satisfaction, loyalty and retention, and advocacy.
- Play a critical part in shaping the vision for member experience, translating it into operational excellence, exclusive benefits, and high-touch engagement opportunities that make members feel recognised, valued, and connected to the Myer brand
- Be part of a fast-paced, innovative customer-centric team
- Flexible hybrid working model – work from our Docklands-based Support Office & from the comfort of your own home
About the role:
- MYER one member experience strategy: Own and evolve the member experience strategy, ensuring it aligns with broader business goals, leverages customer insights, and delivers measurable value across the membership lifecycle
- Implement initiatives that enhance the member journey: Develop and deliver exclusive money-can’t-buy experiences, personalised services, offers, benefits and 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 reflect 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 strategies. Provide regular updates on VIP satisfaction and service performance. Work closely with the Member Experience Specialist to support with PIR and member satisfaction surveys
- Manage sensitive or escalated issues: Provide empathy and urgency, ensuring high satisfaction and retention of our Gold and Platinum members. Proactively support MXC, the Loyalty Operations teams and Platinum inbox to respond effectively and at speed
- Collaboration with Internal Teams: Work closely with the Myer Events Team, Loyalty Operations, Call Centre, Merchandise, Myer Store Management and Online teams 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 experiences, acting as a host when required. This will include some travel and occasional evening and weekend work, where time in lieu will be arranged
- Monitor and act on member feedback and satisfaction metrics: Ensure we consistently positive interactions across all channels and continuously improving service delivery
- Leadership: Support the Loyalty VIP Concierge and Member Experience specialists in their respective roles to deliver elevated member experience and satisfactory customer resolutions
- Ad hoc responsibilities as required
About you:
- 5+ years proven experience in department store, premium or luxury retail, or hospitality
- Demonstrated experience in delivering small to large scale events and experiences
- 3+ years management experience
- 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)
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
