CRM & Engagement Specialist at Sasol

Short Description / Purpose of Job

• Supports Manager Loyalty & Rewards with the development and implementation of the Loyalty CRM (Customer Relationship Management) & Engagements strategy and implementation plans for Sasol own Loyalty programme. CRM & Engagement Specialist is also responsible for creating and maintaining lasting customer relationships by acting as the primary point of contact for the Sasol Loyalty Programme.

Recruitment Description / Key Accountabilities

• Collaborate with marketing analytics, finance and loyalty development counterparts to forecast, manage and analyse program performance
• Manage and coordinate CRM activities including content management
• Metrics and reporting on activities
• Engage all key stakeholders with CRM plans and KPI reporting
• Lead the development of reporting, loyalty performance dashboards and KPIs to measure
• Implement the CRM plan and communication strategy with Brand Marketing Team and agencies
• Manage Sasol Group Own Loyalty Programme and Partnerships CRM budget
• Responsible for data privacy and data management specifically for Loyalty Programme
• Perform ongoing audits of the overall loyalty programme effectiveness and actual growth to the mobility solutions business
• ROI, new member acquisition and activation goals, increased frequency etc
• Manage daily activities associated with success of programs including number of fills from both Sasol and partner loyalty data
• Serve as a subject matter expert (Internal and External) for performance of Sasol own loyalty programs and partners.

Formal Education

• Bachelor’s degree in either marketing, business, communications, or a related field.

Min Experience

• 6+ years relevant experience, 4yrs of which must be in Customer Service environment
• Proficiency in Microsoft Office and customer relationship management (CRM) software

Certification & Professional Membership

• None

Competencies

• Customer Focus: A continuing focus on the needs and requirements of customers and clients, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
• Financial Management: Demonstrated knowledge and application of Financial Management, the strategic and functional management of the set of processes, customs, policies, laws, and institutions affecting the way the company's finances are directed, administered, and controlled.
• Relationship Management: The conscious aim to develop and manage long-term and/or trusting relationships with internal or external customers, distributors, suppliers, or other parties in an environment which can include marketing, selling, servicing and other areas where a relationship is crucial to on-going success.  At a senior level, it includes C-level relationships with senior management such as CEO [Chief Executive Officer], CIO [Chief Information Officer], and CFO [Chief Financial Officer].
• Self-Mastery: Takes accountability for driving own growth through developing self-awareness, reflecting, seeking  feedback and self-correcting
• Strategy: The direction and scope of an organization or subject (e.g., information technology, transportation, finance, marketing, product) over the long-term which achieves advantage for the organization through its configuration of resources within a challenging environment, to meet the needs of markets and to fulfil stakeholder expectations.
• Verbal Communications: Any exchange of words, either written or spoken, used to transmit information