Loyalty Operations Manager

About the role

Join Independent Brands Australia (IBA) as a Loyalty Operations Manager and lead the delivery and optimisation of the loyalty programme across five retail banners. Based in Macquarie Park, you will manage a small team and work closely with cross‑functional stakeholders to drive member engagement and commercial outcomes.

Key responsibilities

• Lead accurate, timely loyalty reporting and ensure data quality, consistency and compliance.
• Oversee day‑to‑day loyalty programme operations, monitoring points accrual and redemption to maintain integrity.
• Coordinate loyalty campaigns across email, app, SMS and other digital channels.
• Collaborate with the Loyalty Operations Lead and CRM team on campaign deployment, workload prioritisation and operational readiness.
• Coach and develop two Loyalty Coordinators, setting clear priorities and accountability.
• Support the Senior Manager Loyalty & CRM in delivering the loyalty and CRM roadmap.

Required profile

• 5+ years experience in loyalty, CRM, digital marketing or customer engagement roles.
• Experience managing loyalty or membership programmes in retail, FMCG, e‑commerce or related sectors.
• Proven ability to lead reporting functions and translate data into actionable insights.
• Strong stakeholder management across multiple business functions.
• Experience leading and developing small teams.

Required skills

• Data reporting and governance.
• Loyalty programme administration.
• Campaign coordination across digital channels.

What we offer

• 5th week of annual leave, 2 well‑being days and 1 volunteer day.
• Endless learning and development opportunities.
• 12 weeks gender‑neutral paid parental leave.
• Inclusive culture – LGBTQ+ Bronze Employer, gender pay gap under 5%.
• Gold accreditation for mental health support.
• Flex Ready and Family Friendly Workplace accreditation.