Head of Loyalty and Digital Customer Engagement

A rare and unique opportunity to join our customer-obsessed Digital team as the Head of Loyalty and Digital Customer Engagement. Spearheading the evolution and delivery of our industry-leading loyalty program propelled by engaging customer experiences.
The Role You Could Play 

Reporting to the General Manager, eCommerce, Digital Engagement and Loyalty, this newly created role has end-to-end ownership of MECCA’s loyalty strategy. Managing a significant P&L and influencing senior stakeholders across the organization, you will drive both commercial and customer outcomes across two key streams; The Beauty Loop Program – overseeing proposition, operations, and execution & Digital Customer Engagement (CRM) – leading the digital experience strategy, ensuring effective implementation across owned channels.
You will lead teams managing customer journeys, marketing automation, and loyalty operations, ensuring seamless, personalized experiences across digital touchpoints, including, web, app, email, and push notifications. Additionally, you will oversee the operational execution of the Beauty Loop rewards program, ensuring efficiency in supply, packaging, allocations and working with our retail teams to ensure our program translates instore with positive impact.

A key part of your role will be developing robust reporting frameworks to measure customer engagement and CRM effectiveness, providing actionable insights that inform strategy and drive performance. You will also foster a high-performing team, mentoring talent and driving collaboration across cross-functional teams to integrate CRM and digital strategies, maximizing both customer engagement and commercial success.

What You Will Bring 

We’re looking for a dynamic leader with exceptional communication, rapport-building, and negotiation skills, who thrives in a fast-paced, evolving environment. You’ll bring strong interpersonal skills and empathy, coupled with data analysis expertise to drive actionable insights. With a strategic mindset and keen attention to detail, you excel in planning, risk management, and continuous improvement. You are customer-obsessed, resolution-focused, and motivated to inspire and develop high-performing teams.

In addition, our ideal candidate has:

• Extensive leadership experience managing large teams across multiple domains e.g. proposition, operations, commercial, customer.
• Significant experience in loyalty and CRM strategy and execution through retail loyalty programs
• Proven commercial acumen managing a significant P&L and focus on incremental opportunities across customer and operations
• Strong data and literacy with the ability to blend insights with progressive strategies to drive consumer behavior
• Strength in management of operations functions, moving from strategy to execution at scale
• Experience partnering with 3PL’s to deliver large scale loyalty campaigns from production to allocation
• Strong understanding of marketing technology
• Innovative thinker known for challenging the status quo
• Thrives in a fast-paced retail environment with proven ability to operate autonomously and deal with change and ambiguity
• Passion for beauty, fashion and retailer trends, locally and internationally
• Excellent stakeholder management skills, with the ability to influence outcomes

If you're a forward-thinking leader eager to shape the future of customer engagement at MECCA, we’d love to hear from you!
Your Life At MECCA

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!

Some of our other team member benefits include:   

• Professional development programs and first-class digitised learning offering   

• Health and well-being initiatives  

• Reward and recognition programs  

• Access to bonus and incentive programs   

• Up to 40% discount to spoil yourselves and your immediate family, as well as a generous product allowance

​Benefits are subject to company policy, as updated from time to time.  

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way. To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit www.mecca.com.au/careers

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