Loyalty Operations Delivery Manager
Melbourne, Australia
The heart of the role
We are seeking a Loyalty Operations Delivery Manager to join the Bupa Life Rewards team. This critical role is part of a team that can think creatively and flex our innovation muscle whilst staying ahead of the industry and drive new speed to market initiatives. This partners with the broader business to implement the Life Rewards proposition across the enterprise, collaborating with cross-functional teams in a continuously changing and dynamic environment, you will support the delivery of outstanding member experiences for our customers across our enterprise-wide loyalty program propositions.
The Loyalty Operations Delivery Manager partners with the loyalty leadership team to ensure commercial objectives are achieved through collaboration with cross functional business units and acts as the main liaison for end-to-end program execution.
Key duties include developing and overseeing process documentation and improvement, technical implementations across Bupa and vendor ecosystems, loyalty training, customer retention, Net Promoter Score, performance growth and end to end best in class customer experience for our member whilst delivering the engagement approach of Bupa vendors, suppliers, and program partners.
As a Loyalty Operations Delivery Manager, your responsibilities will include:
- Administrative responsibilities to support loyalty program efficiency and operations.
- Responsible for the ongoing administration and management of continuous improvement operational activities for Bupa’s loyalty program, Life Rewards
- Support the loyalty leadership team on CX enhancements delivery, identifying opportunities for loyalty program enhancements, and closely monitoring and tracking NPS.
- Project manage and collate all CX improvements that are achieved by the team to improve the loyalty program and deliver against strategic targets.
- Monitor and identify items that require correction and develop and deliver compelling solutions to resolve issues.
- Ownership of the change request process, including development and delivery with our internal and external Loyalty Program partners.
About You:
- Strong project and process management skills+
- A bubbly person who has a ‘can do’ attitude and is highly initiative taking.
- Results orientation with a focus on quality, efficiency, and operational excellence
- Ability to understand and address the needs of technical, marketing, and business partners.
- An understanding of systems and ability to talk to technical, marketing and business stakeholders.
- Excellent communication skills with an ability to meet with programme partners and managers at all levels.
- Understanding of loyalty programs, emerging trends
- Operational / process improvement experience with excellent project management skills and multitasking ability
- Experience working across cross-functional organisations and teams.
- Proficient in MS Word, Excel, PowerPoint, Miro, Figma, Process Design Software
- Organisational prowess, with an ability to simplify complicated ideas, processes, or plans.
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