What’s the role?

• Design future ready loyalty strategy and builds the roadmap to implement the next generation of loyalty, integrating with CRM and anchored on customers insights.
• Deliver Loyalty & CRM strategies are integrated with Fuels, EV, NFR and Payments to ensure profit maximization across these key areas.
• Manage V+ customer and marketing insights that inform the marketing strategy and increase V+ membership base and conversion of targets.
• Supporting Marketing Manager and Pricing & eMobility Manager with annual marketing planning and target setting
• Custodian for the Local Loyalty Offer Book. Capture and review overall new and existing business demands for Loyalty, develop CVP recommendations, underpinned by data and solid business case. Ensures existing CVPs are utilized and delivers value.
• Leads the development of Customer Lifetime value modeling.
• Leads appraisal and reviews through marketing planning, ongoing cadence and QBR’s for Loyalty/CRM to accelerate market performance.
• Defines the strategy for partnerships across Payments Loyalty/CRM, specifically what role do partnerships play in helping to grow Total Active Contactable (TAC)
• Achieves accountabilities through influencing without authority and being adept at dealing with conflicting priorities/agenda.
• Manages two (2) direct reports, CRM & Innovations Specialist and Payments & Loyalty Advisor works closely with them to drive maximum impact from existing CVPs, shares best practice, assess processes, and implement proven improvements within markets.
• Manages complex external relationships (including agency partners) and internal stakeholders across the organization, including SVP/RVPs of Marketing, GMs (Global and Markets), Country Marketing Managers, Country Paylo/CRM Managers, and wider Marketing & Business teams.
• To deliver loyalty rewards and ensure improved cash rewards usage.
• To develop V+ marketing budget and deliver on the financial plan.
• To ensure and oversee the quality of information in the V+ database and workflow ensuring accurate information and timeous delivery of V+ cards to customers.
• To ensure knowledge and compliance of V+ policies and procedures across all levels of the organisation, its partners, and suppliers inclusive of the competition process and the compliance to competition legal requirements, across marketing channels
• Deliver on FinTec eco system, new payment models and customer insights.
• Evaluate and execute innovation payment models and technology to increase customer experience and drive value.

What We Need from You?

• The role requires a seasoned Loyalty and Payments & CRM SME who has vision and truly champions customer centricity. You will be passionate about the customer experience online and offline and building brand advocacy and market share.
• You will understand the importance of data and data-driven decisions and have a strong understanding of POPIA regulations, legislative and fiscal requirements including PASA legal and regulatory framework is adhered to whilst driving decision-making through loyalty offers and for the CRM contact strategy.
• Education and quality Degree in Commerce field (master’s advantageous)
• Minimum 10+ years in related experience; management of loyalty and CRM programs
• Proven track record and experience in Loyalty & CRM program strategy/management, preferably in retail. Marketing Operations knowledge is an advantage.
• Proficiency in CRM software and analytical tools is an advantage.
• Mastery in Brand Management and developing and successfully executing customer value propositions.
• Strong financial and commercial acumen to effectively analyze data and develop business case models.
• Strategic thought leadership, plus proven ability to manage and influence decision making of key stakeholders across all levels, many of whom may not have the same level of subject matter.
• Ability to build shared vision, manage and influence stakeholders across all levels. This includes excellent communication skills, presenting in a clear and concise manner.
• Experienced in writing and defining user stories and leveraging marketing tools and techniques to deliver value.
• Experienced in leveraging data and analytics to assist with decision-making and prioritization.