Customer Engagement Manager
About the role
As Customer Engagement Manager, you’ll lead the development and delivery of strategies that drive customer retention, engagement and long‑term loyalty through segmented, personalised communications across direct channels, hosted events and customer initiatives.
Reporting to the Head of Marketing, you’ll oversee Customer Generosities, optimise direct communications and lead the implementation of automated customer journeys using platforms such as Microsoft Dynamics.
You’ll also own the corporate partnership strategy, embedding the TABtouch brand across racetracks, premium sporting venues and hospitality environments to strengthen customer loyalty and performance.
Key Responsibilities
- Lead segmented customer lifecycle strategies across direct communications and offers.
- Plan, deliver and optimise direct marketing and CRM campaign schedules.
- Drive campaign automation and lifecycle capability within Microsoft Dynamics.
- Develop campaigns aligned to racing and sporting calendars to increase engagement and wagering participation.
- Analyse customer data to deliver insight‑led targeting, A/B testing and performance optimisation.
- Manage customer generosity initiatives within approved budgets and governance frameworks.
- Deliver premium hospitality, experiential events and customer initiatives.
- Lead corporate partnerships across racetracks, venues and premium sporting environments.
- Support retail activation initiatives and communications that drive engagement and loyalty.
- Ensure all activity complies with Responsible Wagering, AML/CTF and data governance requirements.
Qualifications
About You
- Proven experience in customer engagement, CRM, loyalty or retention roles.
- Experience developing and executing lifecycle and direct marketing strategies.
- Strong analytical skills with the ability to translate data into actionable insights.
- Demonstrated capability in campaign planning, automation and optimisation.
- Experience managing customer reward programs and premium customer experiences.
- Strong stakeholder management and budget ownership experience.
- Sound understanding of compliance, responsible wagering and data governance
Additional Information
At RWWA, you will join a purpose-driven organisation that actively reinvests in WA’s racing industry, community initiatives, animal welfare, and regional programs. You will be part of a team that values integrity, collaboration and excellence in everything we do
We offer:
- Flexibility that works for you – hybrid work arrangements that balance the benefits of working from home with connection to our modern office and on-site team culture.
- Investment in your growth – access to dedicated learning budgets, career development support and opportunities to strengthen your professional capability.
- A modern, people-first workplace – state of the art facilities, wellness spaces, free parking, secure end of trip amenities and a workplace designed to support wellbeing and productivity.
- Recognition that matters – competitive remuneration, employee benefits, and meaningful reward programs aligned to our RACE values: Respect, Accountability, Connection and Excellence.
- Wellbeing and support – access to mental health initiatives, tailored wellness programs, and a paid Wellness Day each year.
- Community impact – the opportunity to work for an organisation that reinvests millions into WA’s racing industry, local communities and regional programs, helping to create sustainable industry and community outcomes.
Ready to apply?
Apply now with your CV and cover letter telling us why you’re the perfect fit for this opportunity.
For more information visit Careers at RWWA or contact us at TalentAcquisition@rwwa.com.au
As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.
Please note this role is only open to applicants that hold Australian Working Rights and we do not offer Work Sponsorship Visa's.
Additional benefits
- Hybrid and flexible work arrangements
- Personal learning and development budget
- 17.5% loading on annual leave
- Health and wellness initiatives to support you inside and out
- Access to discounts at a wide range of retailers
- Reward and Recognition Program
At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.
We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.