Head of Loyalty — Support Office, Sydney
Harris Farm already has loyalty. Your job is to make it work harder.
We've built something most retailers never achieve, a genuine emotional connection with our customers. Now we're relaunching our loyalty program, and we need someone to lead it: sharpen the proposition, lift the customer experience, improve the mechanics, and make sure the program is truly driving the behaviours that matter. Reporting to the Head of Marketing, Ecomm & Logistics, you'll lead a small team and work cross-functionally with Buying, Store Ops, Marketing, Ecomm and Data to take what exists and make it something customers actually talk about.
What You'll Do
Relaunch, Execution & Performance
- Own the relaunch of the loyalty program, coordinate go-live activity across stores, marketing and ecomm with clear timelines and accountabilities
- Drive operational execution in stores, brief and equip store teams so every Harris Farmer on the floor can confidently talk about and sell the program
- Develop and own the KPI framework, bring the expertise to direct the business on the right metrics, not just report against ones handed down
- Lead the development of customer servicing responses, FAQs, missing bonus queries, campaign queries, for store teams and customer-facing channels
- Report program performance on cadence, separating campaign-by-campaign results from whole-of-program measures
Customer Engagement & CRM
- Own the CRM strategy, segmentation, personalisation, lifecycle journeys and retention campaigns across email, app and in-store
- Work with the data team to build customer profiles that drive smarter, more relevant communications
- Drive visit frequency and basket growth through targeted, insight-led engagement
- Champion the voice of the loyal customer internally, their needs should shape product, pricing and experience decisions
- Partner with stores to embed loyalty touchpoints so every Harris Farmer on the floor can talk about the program
Data, Insights & Commercial Performance
- Own the loyalty P&L, track program costs, member economics and commercial return against agreed targets
- Lead KPI development, bring expertise to set the right targets, with care not to over-emphasise acquisition metrics that can drive poor-quality dormant members
- Separate campaign-by-campaign performance reporting (using control groups where possible) from whole-of-program measures
- Own privacy compliance for the loyalty program, this role is central to how HFM handles customer data, not just a contributor to it
- Use customer data ethically and in line with privacy legislation to generate insights that inform buying, promotional strategy and ranging
Team Leadership & Cross-Functional Collaboration
- Work closely with Marketing, Buying, Ecomm, Store Ops and IT to ensure loyalty is embedded across every relevant touchpoint
- Manage loyalty-related vendor and partner relationships, holding them accountable to delivery and value
- Represent the loyalty program at all levels of the business from store briefings to board updates with clarity and confidence
About You
We're looking for someone who genuinely cares about customers, not just the data they generate. Beyond that:
- Demonstrated loyalty program experience, ideally from a mid-sized organisation where you've had to cover the full picture: CRM, analytics, platform, compliance and commercial performance, not just one lane of a large team
- Experience managing and growing a small team
- Hands-on experience with CRM platforms, loyalty technology and customer data tools
- Track record managing or improving a loyalty or CRM program, relaunch experience is highly valued but not the only path in
- Experience working cross-functionally in a values-driven business
- Experience using AI tools to improve campaign performance, customer segmentation or data analysis
- Strong commercial and analytical thinking, comfortable in a spreadsheet and a boardroom
- Excellent communicator, written, verbal and in a room full of store managers
- Equally comfortable with strategy and execution, you roll your sleeves up and get the job done
- You thrive on improving things that already have momentum, you see an existing program as an opportunity, not a constraint
- Degree in Marketing, Business, Data or a related field or equivalent experience
Why Harris Farm
Harris Farm is a family-owned Australian fresh food retailer with 30+ stores across NSW, ACT and QLD. Our Support Office is where purpose meets practice, a small, high-performing team that makes a real impact on a business people genuinely love.
Come as You Are, Grow as You Go, if you want your work to mean something and do it alongside people who genuinely care, this is that place.
Ready to Apply?
Submit your application via the link below. We review applications as they come in.
