Description

Role purpose: 

The Loyalty Programs Specialist is responsible for E2E execution and optimization of the Loyalty strategy within Vodacom covering from (partners acquisition, engagement & retention), modelling, insights analysis and reporting. This makes this role’s core purposes being
•    Overall execution and optimization of Loyalty Programs across Vodacom
•    Developing tactical Loyalty propositions to enhance the existing programs and drive value to our    customers
•    Drive actionable commercial insights and direct on how to be acted upon for Loyalty Programs
•    Develop and execute the E2E Loyalty Partners management proposition (On-board, Engage, Retain)
Key accountabilities and decision ownership  

•    Execute the Vodacom Loyalty Strategy with custom proposition to optimize the program and drive additional value to customers
•    Perform analysis with actionable insights on the program to ensure RoI in-terms of Customer Retention and Activity
•    Manage E2E Loyalty external partners and marketing services suppliers
•    Consistent monitoring of the Loyalty Program Performance with support from Finance teams.
•    Work with Region Teams to create regional specific loyalty campaigns to drive more value to the customer

Key performance indicators:

•    Engaged base (engaged customers as % of base)
•    Engaged customers ARPU & Active (Engaged vs Non Engaged)
•    Strong external partners network to support Loyalty initiatives
•    Maintain overall  liability value within approved margin

Core competencies, knowledge and experience

•    Excellent analytical and logical reasoning skills translated from consumer insights
•    Excellent communication skills
•    Strong stakeholder management skills
•    Ability to anticipate customer, competitor and market dynamics
•    Able to challenge the status quo

Must have technical/professional qualifications: 

•    Bachelor degree in Business Administration, IT, Economics, Marketing or its equivalent.
•    Strong analytical skills and business acumen.
•    Build and maintain relationship with key stakeholders in the value chain.
•    Telecommunications experience would be advantageous.
•    Strong SQL skills with experience in relational OLTP database models (OLAP is a plus)

Job Responsibility

* Plans and executes tactical campaigns, in line with the base growth and retention strategy and marketing concepts, with a good understanding of how they impact customers� perceptions and brand experience;

* Manages the scheduling and rules that determine message deployment and takes direct ownership for message performance;

* Understands the customer lifecycle concepts and uses them to help resolve problems and identify solutions to gain commercial improvements;

* Uses learnings to make recommendations around areas of opportunity related to customer experience and actions to drive performance and improvement;

* Ensures all marketing activity reflects our brand strategy and tone of voice and that all communications are legally compliant and drive a positive response (careful management of call to action and message impact is essential);

* Delivers complex marketing tasks or small projects in order to drive revenue from the market and execute them through the sales teams;

* Collaborates across company and functional teams (e.g. Operations, Brand, Finance, Regulatory, Technology) to ensure smooth delivery of targeted communications and campaigns;

* Adopts best practice processes/procedures with focus on customer and brand experience.

Skills