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Senior Loyalty Manager
Melbourne, Australia
The Senior Loyalty Manager plays a pivotal role in enhancing Bupa’s customer loyalty and engagement by leading the delivery and ongoing evolution of Bupa’s loyalty ecosystem and customer value proposition. This role is responsible for executing against the defined loyalty strategy by translating it into program design, customer experiences, and measurable outcomes.
Operating at the intersection of product delivery and commercial execution, the Senior Loyalty Manager owns the end-to-end delivery of priority loyalty initiatives from use case definition through to implementation, launch, and optimisation - driving improvements in engagement, utilisation, and retention.
What You’ll Be Doing
Here's what you can look forward to in this role:
- Lead delivery of key enhancements to Bupa’s loyalty program and customer value proposition
- Define and deliver priority use cases to drive engagement and retention
- Support evaluation and implementation of platform and capability enhancements
- Develop use cases, user stories, and business requirements
- Manage delivery timelines, risks, and dependencies to ensure alignment to business priorities and outcomes
- Support the Head of Loyalty in refining the program commercial model
- Provide inputs into forecasting, reporting, and business case development
- Coordinate across internal stakeholders (Product, Marketing, Data, Technology, Service) to support delivery
- Manage external partners including agencies, technology vendors, and implementation partners
What You’ll Bring
We’re looking for someone who’s passionate about helping others and thrives in a fast-paced, people-focused environment.
To succeed in this role, you’ll ideally have:
- Experience managing or delivering customer loyalty, engagement, or rewards programs
- Experience delivering end to end program or product builds, from concept through to launch
- Proven experience leading multi-stream or cross-functional delivery in complex organisations
- Strong commercial acumen with a focus on driving measurable outcomes (engagement, utilisation, retention)
- Demonstrated ability to operate at pace in ambiguous or evolving environments
- Experience working across Product, Digital, Data, Risk, Legal and Finance functions
- Strong stakeholder management and communication skills, including executive-level engagement and reporting
What’s in it for you
Here at Bupa your wellbeing, identity, and personal story are respected and valued. We are committed to building diverse teams that are reflective of the communities we serve and fostering a fair and inclusive workplace free from discrimination, bullying and harassment.
We encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants and are dedicated to removing barriers to participation.
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