Head Of Loyalty Program - Cape Town at Cape Union Mart

Job Description

We are seeking a dynamic and experienced Head of Loyalty Program, to lead our strategic initiatives in customer retention and loyalty as well as to drive our journey to becoming a customer-led, digital-first and data driven organisation that can effectively build on the success of the 1st year of the Friends & Family loyalty programme. The ideal candidate will be responsible for developing and executing innovative loyalty brand strategies that enhance customer satisfaction, drive engagement, and increase retention rates, while ensuring growth and monetization of the loyalty program.

You will be working across divisions such as IT, and e-Commerce to better harness data and make customer-centric decisions to create meaningful and tangible customer value and experiences. The role requires the incumbent collaborating with our brand, digital, e-Commerce, Customer Engagement (CRM), Customer service and merchandise teams to initiate and support the company’s strategy.

This role requires a blend of strategic thinking, analytical skills, and strong leadership to effectively manage and collaborate across departments.

Key Responsibilities

• Develop, implement, and managing the loyalty program to enhance customer retention and increase frequency. This includes strategizing the structure of the loyalty program, setting rewards, and analysing data to optimize its effectiveness.
• Continuously evolve the loyalty programme to create newness and keep it attractive for customers to feel valued.
• Partner with Brand teams to identify priority analyses to improve results of future marketing activations. Inform Business Units on how to leverage the Loyalty program to help meet growth targets.
• Complaint Resolution: Handling customer complaints and escalations effectively and efficiently with regards to the Loyalty program. This involves ensuring that customers' concerns are addressed promptly and satisfactorily to maintain their loyalty.
• Feedback Management: Gathering customer feedback through various channels (e.g., surveys, research, etc) and using this feedback to identify areas for improvement in products, services, and customer experience.
• Performance Tracking and Analysis: Monitoring key performance indicators (KPIs) related to customer loyalty and satisfaction and analysing data to identify trends, opportunities, and areas for improvement.
• Utilize analysis to inform and influence business and marketing teams in catalysing eCommerce & in store marketing performance.
• Innovation and Adaptation: Staying abreast of industry trends and best practices in loyalty programs. Continuously innovating and adapting strategies to meet evolving customer needs and preferences.
• Compliance and Ethics: Ensuring that all loyalty program activities and practices comply with relevant laws, regulations, and ethical standards. This includes safeguarding customer privacy and maintaining transparency in program terms and conditions.
• Contribute to the development of the marketing analytics capability with a focus on finding creative solutions to analysis and measurement, including tool customization.
• Follow industry and emerging best practices in shaping the marketing analytics capability including a focus on data organization, data quality, documentation, and ongoing process improvement.

Requirements

 Experience & Qualifications

• An Undergraduate Degree (minimum)
• Proven experience (at least 5 years) experience in loyalty program management or a similar role within the retail industry.

Requirements

• Strong Analytical abilities & Cross-channel customer data analysis
• Experience in customer journey mapping and insight generation.
• Experience in Loyalty brand Strategy development & implementation.
• Experience in Customer segmentation – Strategy, Reporting & Business application
• Sound understanding of Salesforce
• Strong project management skills
• An agile leadership approach with strategic thinking and innovative problem-solving skills
• In-depth knowledge and experience of optimizing social /digital media platforms, including setting and performance targets and budget management
• Team player, with strong relationship building and management (both internal and external) skills. And the confidence to take the lead in the Loyalty program environment.
• Ability to effectively communicate information and ideas in written and verbal format.
• Good technical understanding with the appetite and ability to learn and adapt to new tools quickly
• Research, recommend, and implement new Loyalty program opportunities.

Personal Skills/Attributes

• An emotionally intelligent, inspiring leader
• A strategic and analytical mind-set
• An effective public speaker
• An affinity for data-driven customer insights
• Customer obsessed