CVM Campaign Manager at Woolworths

MAIN PURPOSE

• Deliver an optimised customer experience through robust customer base and value management principals and identify, inform and measure any customer related activities deployed in the business to size and surface further opportunities for growth.

KEY RESPONSIBILITIES

• Optimise targeting and execution efficiency through a proper integrated and scalable analytics engine containing machine learning and AI technologies and leverage these as key enablers to ensure robust base management activities are deployed.
• Identify, implement and manage CVM related analytics, measurement & reporting functions in the Customer team to ensure that all customer impacting activities are accurately baselined, tracked and measured for success post implementation.
• Establish, implement and measure a fully integrated customer lifecycle program across customer, product and loyalty portfolios.
• Execute on a strong data governance process in support of CVM and Campaign management requirements and support the drive to self-service data decisions in business.
• Develop and manage relationships with key business stakeholders i.e. IT, BI, Loyalty and Direct Marketing teams as well as broader business stakeholders, external analytical and IT/BI partners to ensure CVM & Campaign related activities are appropriately drawn up to effectively deliver on key projects within the Customer team.
• Manage the execution of project plan, key milestones and timelines against allocated project deliverables and lead complex programs that span multiple phases, from opportunity establishment to drawing up commercial business cases and pre and post implementation support.
• Ensure continuous optimisation of campaigns to establish positive ROI across all CVM and customer programs and ensure financial impacting activities are implemented across various programs to support budget monetisation, cost efficiencies and partner/supplier funding activities.
• Continuously seek ways to improve and expand on existing capabilities to ensure cost effective solutions drive strategic decision making and identify and implement new technologies and understand emerging research/analytics trends and the relevance that these have to the Customer and the broader Woolworths strategy.

KEY COMPETENCIES

TECHNICAL and FUNCTIONAL

• A 3 to 4 year Degree/Diploma in Commerce, Science or Business Science or any related field of study (e.g. Mathematics/Actuarial Science/Statistics) is essential.
• 5 to 10 years’ experience in a commercial analytics role with specific focus on CVM strategy and Campaign management.
• A minimum 5 years’ experience in an analytical role specializing in advanced analytics and modelling, data manipulation & management, analytical output interpretation and report writing.
• Minimum of 5 years’ experience working with large structured as well as unstructured data sets, Cloud based analytical systems and processes. Expertise in data processing for the building of streamlined campaign execution solutions.
• Strong knowledge and proven experience in development and implementation of customer value management processes and principals, campaign measurement frameworks and customer lifecycle programs - analytical design and implementation experience.
• Technical aptitude in analytics and advanced analytics and an up to date knowledge of tool sets & platforms.

BEHAVIOURAL

• Exceeds customer’s expectations – quality and service orientated, attentive to needs of customers and other stakeholders.
• Authenticity – expresses views honestly and in accordance with what I believe in.
• Creativity and innovation – thinks beyond the current boundaries and implements innovative ideas.
• Energetic and resilient – sustains energy, motivation and resilience in times of stress.
• Evidence based thinking – identifies core issues by examining evidence gathered from relevant sources.
• Outcome-focused – works efficiently to deliver outcome focused targets.
• Logical analysis – reaches valid conclusions using clear rationale and logic. Ability to translate large volumes of data into simple structured data descriptors and processes.
• Accountability and ownership – takes personal responsibility for outcomes and is accountable for commitments.
• Balanced analytical and creative thinking style.
• Ability to translate large volumes of data into simple insights that drive seamless customer engagement and experience.
• Emotional competence – able to recognize and deal sensitively with emotional issues.
• Challenges the status quo – constructively question the way things are being done and is a catalyst for change.
• Motivating and inspiring – inspire others and has an in-depth understanding of what motivates people, able to inspire and motivate peers.
• Strong stakeholder management skills – good influencing and negotiation skills.
• Leveraging Diversity – values differences and leverage diversity in skills, attitudes and ideas.

“As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions”