Owns the strategy, delivery, and optimization of customer benefits, loyalty, advocacy, and engagement programs. Develops customer perks, referrals, testimonials, reviews, and ambassador initiatives to improve retention, utilization, and commercial outcomes. Partners with CRM, Product, Marketing, Operations, Legal, Risk, Compliance, and external partners. Uses customer insights and performance data to optimize programs, while embedding required customer training, education, and compliance communications.
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.
To find out more, visit https://mable.com.au/
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.
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.
We’re powered by purpose
We’re Switched On 💡
We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
We’re Bold 📣
We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.
We’re One 🤝
We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We’re Impactful 🌟
We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.
Values we share as part of Attain Healthtech
Break New Ground 🧨
We simplify care with creativity and bold ideas.
Make It Matter💟
We put people at the centre and create impact that improves lives.
Own The Outcome🥇
We aim high, deliver excellence and drive results that last.
Our benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!
Mable Melbourne, Victoria, AUS Office
Melbourne, VIC, Australia
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What you need to know about the Melbourne Tech Scene
Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.
