Head of Loyalty - Hotels

Lead the loyalty programs for our iconic pubs, hotels & accommodation venues for 350+ venues Nationwide. Be based in either Melbourne, or Sydney in this hybrid role. As the Head of Loyalty - ALH, you will report directly to the General Manager - Loyalty & Customer Strategy and lead a team of 2 direct reports. You will lead the loyalty programs for our ALH Hotels hospitality business, across our 350 iconic pubs, hotels, and accommodation venues nationwide. Driving the strategic direction, growth, and commercial performance of our loyalty programs, including Pub+; you will spearhead initiatives to deepen customer engagement, across dining, bars, and gaming throughout the on-premise customer journey. By leveraging data-driven insights and innovative mechanics, you'll ensure our hospitality loyalty offerings are seamlessly integrated into the dynamic, in-venue guest experience.

Responsibilities

Strategic Hospitality Loyalty Vision: Define and execute the overarching ALH loyalty strategy, building a multi-year roadmap for program innovation and omnichannel integration across our 350+ venues; Program Design & In-Venue Optimisation: Continuously refine mechanics and reward offerings to maximize customer acquisition, retention, and engagement across dining, bars, and gaming touchpoints; Commercial P&L Management: Own the P&L for the ALH loyalty program, monitoring active member growth, ROI, and member lifetime value. Partner with Operations teams to drive cross-portfolio visitation and spend; Data Insights & Personalisation: Collaborate with Data and Personalisation teams to leverage customer analytics, delivering targeted campaigns and personalized offers across both digital and physical venue touchpoints; Cross-Functional Collaboration: Partner closely with Venue Management, ALH Operations, Brand Marketing, and Digital teams to embed loyalty objectives into broader hospitality business strategies; Team Leadership & Development: Lead, mentor, and inspire a team of 2 direct reports, building capability and fostering a culture of innovation and continuous improvement

Requirements

10+ years of experience spanning customer strategy, loyalty program management, corporate transformation, or leading large-scale customer change programs in a hospitality, entertainment, gaming, or retail enterprise; Deep understanding of complex, multi-tiered loyalty program mechanics, best practices, and emerging trends within dynamic in-venue environments; Strong financial literacy and business case development skills, with a proven track record of managing a P&L, driving revenue growth, and optimizing program ROI; Strong capability in interpreting complex customer data and leveraging advanced analytics and personalization platforms to build actionable commercial strategies; Proven experience leading high-performing teams, with excellent communication and influencing skills to collaborate across executive leadership, ALH Operations, and venue teams

Benefits

An exclusive discount card for our ALH Hotels pubs & accommodation, BWS, Dan Murphy’s and other Endeavour Group brands. Through our partnership with Woolworths, you'll also enjoy discounts at Woolies supermarkets and BIG W; As a valued member of the team, your health and wellbeing is our top priority. You will have access to a range of free services to help you live well and support your physical, mental and financial wellbeing; Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big