Benefit Programme Manager - Midrand at Dis-Chem Pharmacies

Dis-Chem Pharmacies has an opportunity available for a Benefits Programme Manager to join their team based in Midrand. Manage Benefit Programme activities such as partnerships relationships, commercial agreements and/or technical system requirements. Contribute insights into business objectives while enhancing customer service levels throughout the group.

Minimum Requirements

Essential:

• Grade 12 – Matric or Senior Certificate
• Relevant Business and/or Customer Relations Management degree
• 3 - 5 years’ experience in a customer benefits management experience

Advantageous:

• SAP CRM
• Retail management
• Customer and Social Media Community Management experience. 

Job Description 

• Drive the implementation of the Benefit programme policies and procedures and seek senior management approval when needed.
• Manage the benefit programme operations, Benefit Partner strategy that is focused on growth, profitability, customer experience and innovation.
• Manage the on-going development of the Dis-Chem Benefit Programme, ensuring it delivers on the company’s strategic objectives.
• Design and implement an annual rewards marketing plans while ensuring alignment with the overall Dis-Chem group marketing plan.
• Oversee the Benefit Programme administration not limited too but inclusive of merges, archiving, profile updates, data integrity.
• Manage all internal and external customer competitions, from the terms and conditions to the drawing of the data and handover to the auditors for processing.
• Drive ongoing improvement of admin and technical processes within the Benefit Programme department to deliver efficiencies, ensuring consistent Customer Service excellence across the entire operation and customer experience within the business.
• Resolve any escalated issues relating to SAP CRM, Benefit Programme, C4C system issues when required.
• Manage updates and content management for the Benefit programme on the Dis-Chem web site to improve the customer experience.
• Drive the delivery of an exceptional Benefit programme that offers consumers exceptional value and experience.
• Oversee, review and act as first line sign off for the content, design and execution of monthly Benefit programme statements to customers.
• Identify and deliver best practices initiatives for various database marketing processes.
• Ensure the Group complies with regulatory requirements impacting customer care function e.g. POPI.
• Actively acquire new Benefit Programme offerings, partnerships and ensure customer data and commercial agreement aligns with existing partnerships.
• Collaborate with stakeholders to deliver new and creative solutions from benefits-partners.
• Build and maintain favorable relationships with service providers for new business development opportunities.
• Maintain and grow an active pipeline of corporate prospects for partnerships.
• Identify and explore new customer groups as appropriate within the Benefit Programme in order to enhance the offering to the market.
• Manage partnership opportunities – Benefit Programme exclusive deals.
• Manage relationships with a variety of internal partners to ensure corporate goals are met.
• Develop annual promotional calendar with the third party partners to drive awareness, engagement and sales.
• Participate in negotiations with relevant service providers and corporate partners.
• Actively maintain Benefit Partner relationships and encourage a marketing alignment with the Dis-Chem Marketing team and the partner.
• Collaborate with various stakeholders to develop customer incentive and retention programs to drive customer loyalty.
• Collaborate with procurement and marketing team to maximize revenues and customer loyalty.
• Oversee and maintain CRM, C4C and any other general Benefit Programme operational statistics.
• Establish and deliver performance metrics and goals that tie to established business objectives.
• Manage operational support, maintenance, and development activities for SAP CRM and C4C.
• Assess user needs to provide support and proactive service, including analysis of opportunities in order to take advantage of available tools.
• Manage the release process for applications which includes end user testing and sign off of any new systems or integration done within CRM or C4C.
• Plan and forecast monthly reports regarding the Benefit Programme and business performance according to company requirements.
• Research market in order to discover new trends and technologies to facilitate improved the customer experience in store.
• Analyse various data sets in order to deliver data driven strategies and insights to inform senior management and manage KPIs
• Continuously monitor and report on Benefit Programme performance, per store and at Group Level.
• Assess and manage the Benefits Programme team to continually improve processes and outcomes.
• Promote a robust culture of accountability, innovation and performance management across the relevant Customer Care Business Unit, whilst modelling the company’s values.
• Assist in setting objectives for the team and tracking progress.
• Manage the team leave, overtime and any other ad-hoc duties.
• Assist in facilitating the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders.

Competencies: 

Essential: 

• Interpersonal skills
• Attention to detail
• Communications skills
• Management and leadership skills
• Business acumen
• Computer Skills – Microsoft Office: Word, Excel, PowerPoint and Outlook.
• SAP.C4C
• English and 2nd language – read/write and speak.

Special Conditions: 

• South African
• MIE, clear criminal and credit
• Driver’s license and own reliable transport 
• Travel when required