HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the Mable team.
About Mable
Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.
With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.
By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.
About the role
Mable is looking for a Customer Benefits & Loyalty Manager. This is a permanent role, reporting to the Senior Manager, Loyalty & Retention. The role sits within the Engagement & Retention team, which is part of the wider Growth Team at Mable.
You’ll be responsible for creating and growing programs that deliver meaningful value to customers while turning our most engaged customers into advocates for the brand.
You will own the strategy, delivery and optimisation of customer benefits and advocacy programs; and you’ll take the training requirements set by Legal, Risk and Compliance and work them into program design, and customer comms.
The role will work closely with CRM, Product, Marketing, Operations and external partners to create programs that strengthen customer loyalty, engagement, trust and commercial outcomes.
Key Responsibilities
Customer Benefits
Own the strategy and roadmap for customer benefits, perks and value-added programs.
Identify and develop benefits that are genuinely valuable to customers and support engagement, retention and utilisation.
Manage the end-to-end delivery of customer benefit programs, from proposition and partner selection through to launch and optimisation.
Use customer insights, data and feedback to continually improve the benefits proposition.
Measure program performance and demonstrate customer and commercial impact.
Customer Advocacy
Develop and execute a customer advocacy strategy that encourages customers to recommend and champion the brand.
Build programs that generate authentic customer stories, testimonials, referrals, reviews and other forms of advocacy.
Identify and nurture highly engaged customers who can become advocates, ambassadors or community champions.
Partner with Marketing and CRM to integrate advocacy into key customer journeys and campaigns.
Develop ways to recognise and reward customers for meaningful advocacy.
Customer Training & Communication
Take the relevant training and education requirements set by Legal, Risk and Compliance and embed them into customer programs and comms flows.
Partner with relevant teams to ensure customers receive clear, timely and accessible information about their responsibilities and requirements.
Develop customer communications and program mechanics that support training completion and compliance.
Skills, Knowledge & Experience
5+ years experience managing customer, loyalty, advocacy, membership or engagement programs.
Strong commercial and customer mindset, with the ability to balance customer value with business outcomes.
Experience developing and managing programs from strategy through to execution.
Strong analytical skills and ability to use data and customer insights to make decisions.
Excellent stakeholder management and cross-functional collaboration skills.
Strong project and program management capability.
Experience working with customer training, education or compliance programs is desirable.
A strong understanding of customer lifecycle, retention and engagement principles.
The ability to influence stakeholders across the organisation.
Passionate about Tech and making a real impact on people’s lives.
