Senior Loyalty & Customer Engagement Manager

Company Description

At Guzman y Gomez Mexican Kitchen, our mission has always been to reinvent fast-food. We’re Australia’s only fast-food restaurant to be 100% clean, meaning there are no added preservatives, artificial flavours, added colours or unacceptable additives in our food. We’re incredibly proud of our amazing people, and the unique way we celebrate Mexican culture in everything we do.

Job Description

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 formationDrive innovation and expansion of the loyalty programDesign and optimise program mechanics, including earn rates, rewards, and structureOwn the loyalty program P&L, managing member economics, reward liability, and commercial returnOwn GYG's lifecycle marketing strategy across the full member journey - acquisition, onboarding, frequency building, win-back, and milestone momentsSet the segmentation and personalisation strategy so the right guest receives the right message for the right occasionApply 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 testingLead, coach, and develop the CRM & Lifecycle Marketing SpecialistOwn 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 programHands-on expertise with enterprise CRM and lifecycle platforms such as Braze or similar, including segmentation, journey building, and automationDemonstrated experience owning the full picture across strategy, mechanics, CRM execution, analytics, commercial performance, and complianceStrong track record of using data and insight to grow visit frequency, retention, and customer lifetime valueExperience using AI tools to improve segmentation, personalisation, content, and campaign performanceSound commercial and analytical judgement, including managing a program P&L or budgetWorking knowledge of Australian privacy and marketing compliance

What You'll Love

Join one of Australia's fastest-growing restaurant companiesReal influence in a marketing function that's investing heavily in its capabilityAnnual short-term incentive schemeGYG restricted shares, earned each year through our long-term incentive schemeUp to 5 weeks of annual leave each year (ask us how)Paid parental leaveThe chance to one day become a franchisee and own your own GYG restaurantA vibrant Surry Hills office, a short walk from Central Station

Interested? Apply now to start the conversation.