Assistant Manager, Loyalty (15 Month Secondment)

The Loyalty team within the International Card Services (ICS) organisation is responsible for managing and optimising a market-leading rewards program, Membership Rewards, that contributes to new Card acquisition whilst engaging and retaining Card Members to drive profitable growth.

The Assistant Manager, Loyalty plays a key role in supporting the delivery and optimisation of loyalty initiatives across the Membership Rewards ecosystem. The role contributes to strategic and operational outcomes across a range of loyalty focus areas.

This role provides the successful candidate with the opportunity to develop broad loyalty expertise across capability uplift, operational delivery, customer experience, partner engagement, marketing execution, analytics and program optimisation within a fast-paced and dynamic environment.

The successful candidate will work closely with multiple teams across the ICS business, the broader Enterprise, and international Centre of Excellence (COE) teams to support loyalty objectives and business outcomes.

This position is ideally suited to a motivated self-starter who has proven experience across operational and technical delivery, marketing execution and analytical problem solving, supported by strong interpersonal and relationship management skills. 

A Typical Day in This Role Could Look Like:

• Attending a team stand-up to understand team priorities and identify synergies across loyalty initiatives
• Supporting the delivery and execution of loyalty initiatives, offers, campaigns or customer experience enhancements
• Supporting capability uplift initiatives including testing, validation and implementation activities
• Running reports to understand program performance and share insights to inform recommendations and action plans
• Managing stakeholder queries, issue resolution or execution updates
• Partnering with colleagues across the business to progress key deliverables and priorities

Key Accountabilities

• This role reports to the Manager, Loyalty based in Sydney.
• Play a key role leading and supporting priority loyalty initiatives to deliver against Membership Rewards goals and business outcomes across program, partner and capabilities / UX deliverables, ensuring accuracy, timeliness and governance compliance.
• Build and maintain strong collaborative relationships with stakeholders across the Enterprise to support delivery of loyalty initiatives and shared business objectives.
• Support governance, quality assurance and operational processes relating to loyalty initiatives and customer communications.
• Monitor and analyse program performance, customer trends and competitor activity to identify opportunities and support business recommendations.
• Contribute to the successful implementation of loyalty campaigns, offers, enhancements and customer experiences.
• Support the Loyalty team with additional priorities that arise on an ad hoc basis.
• Contribute to a fun, rewarding and inclusive environment within the Loyalty and broader ICS team.
• As part of a small and dynamic team, responsibilities may evolve over time in line with business priorities. Team members are expected to demonstrate flexibility and collaborate across the broader Loyalty function to support team objectives and deliver business outcomes.

To Be Successful in This Position You Will Require:

• Team player mindset who is flexible, can operate independently and maintains a positive attitude during changing work priorities.
• Demonstrated project management, organisational and analytical skills.
• Intermediate or advanced proficiency in MS Office tools, including Excel (data analysis, pivot tables and structured reporting) and PowerPoint (clear and concise stakeholder communication).
• Ability to meet deadlines and excel in a fast-paced, agile environment.
• Strong relationship management skills with the ability to build collaborative working relationships across the Enterprise.
• Self-starter who has a thirst to learn and is proactive in problem solving.
• Curious mindset with an interest in loyalty market trends and emerging ideas, and the ability to translate insights into opportunities to enhance the customer experience.
• Strong written and verbal communication skills.

It Will Be Advantageous to Have:

• Understanding of loyalty programs, customer engagement and/or digital platforms.
• Ability to apply knowledge of Amex products, systems and processes to support analysis, recommendations and implementation of solutions.
• Exposure to loyalty, partnerships, product, marketing or customer experience environments.