Job Description

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Rewards and Guest Experience Manager

Advertiser: Reflections Holiday ParksMore jobs from this company

Job Information

Job Listing Date
2 Dec 2019
Location
Newcastle, Maitland & Hunter
Work Type
Full Time
Classification
Marketing & Communications, Direct Marketing & CRM

Rewards and Guest Experience Manager

About us:

Reflections Holiday Parks is undergoing rapid growth as we look to transform our portfolio of holiday parks into places that inspire all who visit. As the only group of holiday parks who also maintain public recreation reserves, our focus is on providing exceptional visitor experiences. Surpluses generated by Reflections Holiday Parks are used to directly support and revitalise the Group’s holiday parks and surrounding Crown land reserves to ensure that visitors and local communities can enjoy these precious community assets for generations to come. It is an exciting time to come on board as we look to future proof the business and build awareness of our new brand.

About the Opportunity:

A great opportunity is now available to join our marketing team! This is a true business partnering opportunity working directly with leaders across our Corporate Office and Holiday Parks to provide strategic and expert advice and support.

Reporting to the Executive Manager Marketing you will be responsible for:

Rewards Program

  • Delivering growth in membership volume, engagement and revenue.
  • Providing operational and strategic support to the Loyalty and CRM function within the Reflections Rewards Program.

Partnerships

  • Expanding Strategic and Commercial Partnerships that benefit Reflections Holiday Parks and build on the Rewards Program database.

Guest Experience

  • Developing and execute a Customer Service Strategy, that provides on-going improvement in the delivery of service across Reflections Holidays Parks.

Your role will include, but not be limited to:

  • Identify opportunities to maximise the efficiency of driving marketing activity.
  • Assist with the development and enhancements of the Reflections Rewards program and Customer Service Strategy.
  • Assist with the execution of a Customer Service Strategy including coordinating training support of front-line staff and implementing service delivery measures.  
  • Assist the Executive Manager in the development and implementation of a cooperative promotional and marketing plan for key Reflections Strategic and Commercial Partners.
  • Work with Internal Comms to ensure the front-line are aware of all ongoing and upcoming loyalty campaigns and initiatives.
  • Brief in and manage the creative execution of any loyalty related campaigns and digital assets (across multiple stakeholders) with the marketing team.
  • Conduct loyalty marketing research – responsible for keeping various stakeholders up to date with industry and competitor information.
  • Ongoing management of the Reflections Rewards program, including customer queries on benefits, complaints, re-issuing collateral.

To be successful in this role you will have the following requirements:

  • Tertiary qualifications in Business or Marketing. Post Graduate Marketing qualifications are highly desirable.
  • Strong understanding and experience of an operational Marketing environment.
  • Solid understanding of how digital technology works to enable customer and commercial outcomes.
  • Experience in or exposure to CRM or Loyalty Programs.
  • Detailed understanding of customer expectations.
  • Strong Data literacy and attention to detail.
  • Ability to work in a team-focused environment.
  • Demonstrates a preference for evidence based, considered decision making.
  • Tenacity, drive, resilience, resourcefulness, independence and persistence to achieve outcomes and deadlines.

What's on offer?

  • Opportunity to work with an inspirational leader.
  • Employee discounts at our holiday parks.
  • Carrington location with convenient street parking.

We're all about making life enjoyable for our customers and our people. For our teams, this means they can be themselves at work, get the support they need to develop great careers.

We're passionate about providing opportunities for our people across the board to grow and progress. If you are interested in this fantastic opportunity click on ‘Apply Now’ and upload a current resume and cover letter outlining the requirements of this role.

Applications will close Monday 16th December 2019. 

Please note: Short listing will commence immediately. We reserve the right to close the position without notice. Only suitable candidates will be considered and contacted if short listed.

About us:

Reflections Holiday Parks is undergoing rapid growth as we look to transform our portfolio of holiday parks into places that inspire all who visit. As the only group of holiday parks who also maintain public recreation reserves, our focus is on providing exceptional visitor experiences. Surpluses generated by Reflections Holiday Parks are used to directly support and revitalise the Group’s holiday parks and surrounding Crown land reserves to ensure that visitors and local communities can enjoy these precious community assets for generations to come. It is an exciting time to come on board as we look to future proof the business and build awareness of our new brand.

About the Opportunity:

A great opportunity is now available to join our marketing team! This is a true business partnering opportunity working directly with leaders across our Corporate Office and Holiday Parks to provide strategic and expert advice and support.

Reporting to the Executive Manager Marketing you will be responsible for:

Rewards Program

  • Delivering growth in membership volume, engagement and revenue.
  • Providing operational and strategic support to the Loyalty and CRM function within the Reflections Rewards Program.

Partnerships

  • Expanding Strategic and Commercial Partnerships that benefit Reflections Holiday Parks and build on the Rewards Program database.

Guest Experience

  • Developing and execute a Customer Service Strategy, that provides on-going improvement in the delivery of service across Reflections Holidays Parks.

Your role will include, but not be limited to:

  • Identify opportunities to maximise the efficiency of driving marketing activity.
  • Assist with the development and enhancements of the Reflections Rewards program and Customer Service Strategy.
  • Assist with the execution of a Customer Service Strategy including coordinating training support of front-line staff and implementing service delivery measures.  
  • Assist the Executive Manager in the development and implementation of a cooperative promotional and marketing plan for key Reflections Strategic and Commercial Partners.
  • Work with Internal Comms to ensure the front-line are aware of all ongoing and upcoming loyalty campaigns and initiatives.
  • Brief in and manage the creative execution of any loyalty related campaigns and digital assets (across multiple stakeholders) with the marketing team.
  • Conduct loyalty marketing research – responsible for keeping various stakeholders up to date with industry and competitor information.
  • Ongoing management of the Reflections Rewards program, including customer queries on benefits, complaints, re-issuing collateral.

To be successful in this role you will have the following requirements:

  • Tertiary qualifications in Business or Marketing. Post Graduate Marketing qualifications are highly desirable.
  • Strong understanding and experience of an operational Marketing environment.
  • Solid understanding of how digital technology works to enable customer and commercial outcomes.
  • Experience in or exposure to CRM or Loyalty Programs.
  • Detailed understanding of customer expectations.
  • Strong Data literacy and attention to detail.
  • Ability to work in a team-focused environment.
  • Demonstrates a preference for evidence based, considered decision making.
  • Tenacity, drive, resilience, resourcefulness, independence and persistence to achieve outcomes and deadlines.

What's on offer?

  • Opportunity to work with an inspirational leader.
  • Employee discounts at our holiday parks.
  • Carrington location with convenient street parking.

We're all about making life enjoyable for our customers and our people. For our teams, this means they can be themselves at work, get the support they need to develop great careers.

We're passionate about providing opportunities for our people across the board to grow and progress. If you are interested in this fantastic opportunity click on ‘Apply Now’ and upload a current resume and cover letter outlining the requirements of this role.

Applications will close Monday 16th December 2019. 

Please note: Short listing will commence immediately. We reserve the right to close the position without notice. Only suitable candidates will be considered and contacted if short listed.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • How many years' experience do you have in a marketing role?
  • Have you worked in a role which requires experience with direct marketing and electronic direct mail (EDM) campaigns?
  • How many years' experience do you have as a marketing manager?

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