CRM Manager : Rewards at MultiChoice

Job description

Purpose of the Position:

Manage and grow our existing reward program, and manage/oversee the implementation and execution of data driven reward campaigns to maximise customer value and retain the customer base.

The role will also look for ways to personalise offers and campaigns so to easily engage and retain our customers.

Key Performance Objectives

Outputs

• Creating and executing reward based marketing programs to increase customer engagement and drive retention.
• Responsible for reward program performance - engagement and retention.
• Leading and managing multiple external vendors.
• Ensure budgets are managed effectively; responsibility for overall program tracking & reporting.
• Cultivating partnerships with internal and external contacts to achieve effective strategic and tactical execution of DStv reward program.
• KPA 1 – Rewards strategic planning
• Responsible for the on-going development and implementation of the DStv customer reward programme ensuring it delivers on the company’s strategic objectives.
• Design and deliver an annual rewards management plan ensuring its fit with the redemptions and overall retention strategy plan.
• Develop a 12 month promotional calendar with the participating business units (e.g. M-Net, SuperSport, sponsorship, NASPERS sister companies etc.) and third party partners to increase customer engagement in the programme and drive customer value.
• Work with the DStv CII (Centre of Information and Insights) team to conduct regular reviews of competing reward programmes and keep abreast of emerging trends in the loyalty and reward space. Incorporate any insights into future strategic planning for the DStv rewards programme.
• KPA 2 – Rewards campaign planning and management
• Ensure all rewards campaigns are delivered on time, within budget and are a key driver in influencing customer behaviour and driving retention.
• Oversee the redesign and launch of the rewards web site, ensuring it meets customer needs and is a key mechanism in achieving redemption activity growth.
• Liaise with digital agencies, printers and campaign execution vendors to manage job schedules and ensure that all deadlines are met.
• Monitor and assess campaign effectiveness and identify ways to improve activities.
• Analytics and reporting
• Work with the CII (Centre of Intelligence and Insights) to provide in-depth and regular analysis of the rewards programme to management teams and utilise such analysis to identify opportunities to enhance the effectiveness of the programme.
• Monitor and assess campaign effectiveness and identify ways to improve activities.
• Communicate programme results to rewards steering committee and relevant GMs to appropriately to illustrate the effectiveness of the programme and secure additional buy-in.

Qualifications

Bachelor’s degree; preferably in analytics, business science or related analytical field

Experience and Technical Competencies (maximum of 7)

• Over 5 years of data-driven marketing experience with an emphasis on CRM, loyalty/reward, or personalized/targeted marketing
• Someone who has developed strategic business plans and has developed, implemented, and executed reward and marketing programs
• Someone who has managed relationships with outside business partners including loyalty reward vendors, marketing consultants and advertising agencies
• Preferably someone with a solid analytical, budgeting, project management, decision-making & planning skills
• We require someone who can easily work on CRM, someone who is familiar with campaign planning and execution

Behavioral Competencies

• Sound people skills and the ability to establish and build on working relationships effectively.
• Ability to use initiative and apply creative ideas within a corporate environment.
• Comfortable negotiating and working with external suppliers.
• Ability to plan and prepare for outcomes on the basis of priority and effective management of time.
• Strong understanding of campaign metrics and analytics drivers.
• MultiChoice supports the principle of Employment Equity