CAREERS & JOBS (LOYALTY & CX)

EML is hiring: Loyalty Manager – APAC

Role: Loyalty Manager – APAC

Reports To: Director of Strategic Partnerships

Location: Melbourne, Australia

The team you’ll be joining

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Company Structure

EML is an ASX listed company headquartered in Melbourne, Australia, with approximately 440 employees throughout Australia, Europe, the UK, and America.

The Role

EML operates a unique and market leading loyalty program that is used by many of EML’s largest clients. The evolution of this loyalty solution is a critical element of EML’s client value proposition.

As EML’s loyalty solution has grown in scale and importance, we are now looking for a candidate with experience to take on full time responsibility for the administration, management and continued growth of EML’s loyalty solution.

This is a hands-on role with opportunity to expand the scale of the existing offering and evolve the solution to better meet our clients’ needs. This role will appeal to someone seeking to step up over time and take on more executive ownership of our loyalty solutions.

The role affords the candidate an opportunity to work with and draw on the expertise and work of skilled stakeholders from across the organisation. You will also be involved in supporting global teams to streamline and amplify our loyalty capabilities on a global scale.

This is an independent role without direct reports but with the need to engage various team members from across the business to support the different elements of the loyalty proposition.

You will be expected to engage closely with your manager to help administer the loyalty program on a day-to-day basis and support the activities of Product, IT, Marketing, Account Management, Sales, Finance and Data teams in relation to our loyalty solutions. You will also be expected to work externally with clients, new business prospects, third party vendors and industry participants in the loyalty and prepaid card space.

The barometer of your success will be your ability to ensure the smooth day to day operation of the program, the quality of support provided to team members, and your ability to help grow the loyalty program, including via the recruitment quality merchant offers.

The quality of our loyalty content and the extent to which our platform is fit for purpose will be critical to our success; measured by the number of clients engaged with our loyalty solutions and the level of engagement (transaction volume) our clients have with our loyalty solutions.

Key Responsibilities:

Program Administration and Project Management

• Execution of the day-to-day administrative needs of our loyalty solutions
• Help project manage and deliver on loyalty related initiatives and projects
• Issue resolution and management
• Supporting key client deals.

Merchant Engagement

• Merchant outreach, recruitment and contract negotiation
• Management and liaison of merchants and content aggregators to drive engagement, approvals and new offers
• Maintaining merchant partner data.

Third Party Management

• Supporting the commercial management and administration of technology and platform partners, including issue management and compliance

Reporting

• Performance based reporting, including financial & engagement metrics, trends by merchant, alerts, and demographic analysis for key merchant partners. (internal, clients and merchants).

Indirect/Sales

• Support in identifying and exploiting opportunities to use loyalty solutions to retain existing business and win new business
• Development of sales collateral to help support sales and marketing initiatives.
• Providing support to the account management team members in selling loyalty solutions into their clients.
• Pre-sales support for EML new business opportunities in consultation with Sales team members.
• Working with management to drive client activation and cardholder awareness initiatives

Product Innovation and Analysis

• Identify opportunities to evolve and expand our loyalty proposition
• Research and analysis
• Support the development of business cases and validation metrics to support new concepts
• Support EML teams responsible for developing and launching new loyalty solutions.

What you’ll bring

To success in this role, you will have:

• Undergraduate degree in a relevant discipline
• A minimum of 5 years’ experience working with and administering or managing loyalty platforms, cash back solutions and/or pre-paid gift card programs in a B2B environment.
• Client management and upselling experience, able to confidently present to a range of stakeholders
• Demonstrated vendor and contract management experience
• Strong collaboration, influencing and negotiation skills
• Attention to detail, market research and analysis skills
• Merchant recruitment experience is a bonus but not essential
• A client centric and future oriented mindset with a proactive focus and willingness to learn and adapt

What you’ll be offered

• Competitive Salary: We offer a competitive salary package commensurate with your skills, experience, and industry standards.
• Leave Programs: Enjoy benefits such as the Take 5 extra annual leave program, Birthday leave, 12 weeks paid parental leave and 2 days of volunteer leave per year.
• Short-Term Incentive (STI) Opportunity: You will have the opportunity to participate in our short-term incentive program, with the potential to earn 10% of your annual salary based on performance targets and business objectives.
• Flexible working: Be empowered to work smarter, in a way that suits your lifestyle
• Global business landscape that connects you with colleagues working throughout Europe, USA and Australia
• Be part of a high-impact team shaping success in a transforming fintech environment.
• A culture that values collaboration, learning, and continuous improvement.

EEO Statement

Integrated into our Core Values is EML’s commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.

Source: EML