GYG's loyalty program is one of the most important levers in the business and this is the role that owns it end to end, turning everyday cravings into a lasting GYG habit. The Senior Loyalty & Customer Engagement Manager leads the program strategy, the lifecycle marketing, the owned-channel communications across multiple channels including email, push, SMS, and in-app, and the commercial performance of the member base. You'll shape how GYG builds genuine, habit-forming relationships with its guests at scale.

What You'll Do

• Own GYG's loyalty program strategy, proposition, and roadmap, shifting loyalty from transactional rewards to genuine habit formation
• Drive innovation and expansion of the loyalty program
• Design and optimise program mechanics, including earn rates, rewards, and structure
• Own the loyalty program P&L, managing member economics, reward liability, and commercial return
• Own GYG's lifecycle marketing strategy across the full member journey - acquisition, onboarding, frequency building, win-back, and milestone moments
• Set the segmentation and personalisation strategy so the right guest receives the right message for the right occasion
• Apply AI tools to sharpen segmentation, personalisation and content, optimise campaigns, and scale lifecycle marketing efficiently.
• Lead a structured test-and-learn program across A/B and multivariate testing
• Lead, coach, and develop the CRM & Lifecycle Marketing Specialist
• Own the customer communications strategy and owned-channel calendar across email, push, SMS, and in-app messaging, including editing communications prepared by direct report, and drafting and executing comms yourself

What You'll Bring

• Significant experience (e.g. 8+ years) in loyalty, CRM, lifecycle, or retention marketing, including end-to-end ownership of a loyalty or membership program
• Hands-on expertise with enterprise CRM and lifecycle platforms such as Braze or similar, including segmentation, journey building, and automation
• Demonstrated experience owning the full picture across strategy, mechanics, CRM execution, analytics, commercial performance, and compliance
• Strong track record of using data and insight to grow visit frequency, retention, and customer lifetime value
• Experience using AI tools to improve segmentation, personalisation, content, and campaign performance
• Sound commercial and analytical judgement, including managing a program P&L or budget
• Working knowledge of Australian privacy and marketing compliance

What You'll Love

• Join one of Australia's fastest-growing restaurant companies
• Real influence in a marketing function that's investing heavily in its capability
• Annual short-term incentive scheme
• GYG restricted shares, earned each year through our long-term incentive scheme
• Up to 5 weeks of annual leave each year (ask us how)
• Paid parental leave
• The chance to one day become a franchisee and own your own GYG restaurant
• A vibrant Surry Hills office, a short walk from Central Station

Interested? Apply now to start the conversation.