Head of Loyalty and Insights

3 days ago

Wellington, New Zealand Star Group Full time

Do you thrive in a fast pace varied role? Do you relish diversity and interactions with a bunch of cool stakeholders? Well, we have a fabulous opportunity for you Opportunities like these don’t present often, so get applying

Welcome to Star Group, a year young company that is recent merger of two existing companies, Kāpura and Joylab. This is an exciting time to join Star as we embark on a new journey to create something pretty special in the Hospitality sector.

We are now two combined forces of extraordinary communities of top-notch bars, pubs and restaurants dotted across the country.

We’re looking for a dynamic and experienced Head of Loyalty and Insights to drive continued growth of the Star Social loyalty program. It’s an exciting time to come on board with lots of new marketing initiatives in place for 2025 and plenty of scope to make the role your own.

**What you’ll be doing**
- Leading the Star Social loyalty program, overseeing the strategy for a best-in-class loyalty program that drives membership growth, increased engagement, retention, and profitability.
- Overseeing Star Social initiatives including RFM lifecycle campaigns, automations, tactical campaigns, reporting and delivering on member growth and staff engagement targets.
- Continually driving innovation based on regular test and learn campaigns, customer feedback and annual deep dives into program effectiveness.
- Driving the shift to a data led approach across the business through the sharing of regular insights. Bringing stakeholders on the journey of ROI and the value of customer engagement and loyalty.
- Managing the relationship with our loyalty software provider, and working closely with Marketing, Ops, IT and the wider business on projects to improve acquisition, engagement and the customer experience.
- Managing, prioritising and directing the workflow of two direct reports, whilst being a valued member of the marketing leadership team.

**About you**
- Experience leading a team. Able to prioritize and direct workflow based on current business priorities.
- Proven experience working on loyalty programs and using insights to create successful customer engagement strategies. Understands the key drivers of loyalty and operates with a customer first mindset.
- Experience designing and managing customer lifecycle campaigns using RFM data and marketing automation software.
- A clear communicator and influencer, able to demonstrate the value of insights and loyalty to senior leadership, ops, business leaders and the wider business to drive a change in thinking and process.
- Approaches every task with a clear objective and ROI mindset. Able to balance customer experience with positive commercial outcomes.
- Analytical, creative and enthusiastic, with a drive to understand, optimise and innovate.
- Technically and commercially savvy, comfortable working with IT and external software partners to drive innovation.
- A team player, happy to collaborate to drive wider business objectives.
- A self-starter, comfortable in a dynamic, rapidly changing environment.
- SQL and Power BI skills would be a plus, though not necessary.

**_Please note that we are unable to provide visa sponsorship for this position. Only applicants with a valid NZ work visa or NZ Citizens/Residents can be considered for this role._

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