Dymocks Retail is a nationally recognised multi-channel retail brand with over 40 locally owned and operated stores across Australia. The largest bookselling network in Australia, we pride ourselves on providing the best experience for our customers through our extensive range of books, gifts, and stationery.
Job Description
As the Loyalty Operations Specialist, you will be responsible for the Booklover loyalty operations, ensuring members have a great experience. This role offers you the opportunity to drive the growth and success of this loyalty program whilst also supporting the broader loyalty operations.
Key responsibilities of this role:
Ensures the smooth operation of the Booklover loyalty and marketing communication platforms. Proactively finds systems issues and coordinates solutions with ICT, suppliers and stores.
Leads operational setup and maintenance of marketing & loyalty platform enhancements and updates.
Maintains the loyalty program technology roadmap and assists in setting investment prioritisations.
Implements and maintains the operational setup of loyalty campaigns and activities.
Working in collaboration with the Email Marketing Specialist, builds, provides input and signs off on member communications.
With store operations and customer service teams, lead the development and implementation of Booklover training for store staff and customer service.
Builds relationships with stores and customer service to identify and resolve operational and systems issues early, responding to escalated Booklover customer and store enquiries.
Manages onboarding/offboarding in the Booklover staff benefit program.
Maintains and drives improvements in Booklover policies, reporting, fraud management, privacy policy and data practices.
Undertakes special project work and provides general loyalty and marketing support as required.
Desired Skills and Experience
What you will bring:
3+ years experience managing loyalty program operations.
Strong systems analysis and development knowledge, with a proven track record of delivering process and systems solutions.
Practical understanding of retail store operations (POS workflows, peak trading, staffing constraints) and how these impact loyalty enrolment and redemption at checkout. Prior experience with franchise businesses is helpful.
Have exceptional written and verbal communication skills.
Understand Spam and Privacy compliance.
Team player with attention to detail, a positive can-do attitude, and the ability to work with various stakeholders to build consensus and achieve sign-off.
Experience with enterprise loyalty operations or CRM platforms.
Experience in project management: Building scoping documents, requirements, project plan and timeline, UAT plans.
Applications Close 26 April 2026, we do however, reserve the right to close this vacancy early if a suitable candidate is found. Early applications are encouraged.
Privacy
By applying for employment with Dymocks, you consent to the collection and use of your personal information for the purpose of assessing your suitability for employment. Any personal information collected from you will be dealt with in accordance with Dymocks' privacy policy which is accessible at: https://dymockshelp.zendesk.com/hc/en-us/articles/900002864143-Privacy-Policy
To all recruitment agencies, at this time we are not accepting resumes or partnership opportunities. Please do not forward resumes to Dymocks or any of our employees. We are not responsible for any fees associated with unsolicited resumes.
