Loyalty Operations Manager at Virgin Active South Africa

Your Purpose

You are the quintessential go-getter to make sure everything runs smoothly across the loyalty department and are therefore responsible for the management of operational activities for the loyalty programme(s) and loyalty initiatives across the group. You’re passionate about the overall performance of the loyalty programme(s) in terms of quality and delivery of service (for staff and customers). You are the key liaison between all loyalty parties / suppliers and partners (together with VA partnership team). You know the different cogs that make a business run an effective programme and how to create new processes, or evolve existing ones, to implement group-wide loyalty initiatives and gain support from key stakeholders

Your Duty and Responsibility

• Provide daily support to the Head of Loyalty and loyalty team
• Contribute to the long-term operational strategy and support model, outsourcing decisions, vendor selection and continuous improvements of business processes.
• First line of call for any loyalty technical concerns – raise with suppliers or internally (IT, Digital/App team POS, etc.). This includes escalating complaints or customer feedback from Call Centre department pertaining to loyalty and raise / escalate with loyalty platform providers
• Create back-end processes to check & reconcile payments across Comarch, Cheetah, Finance, HR/Training & Call Centre departments and Partners
• Manage the execution and evolvement of the loyalty toolkit for the business especially when it comes to training rollout across key departments/staff
• Responsible for keeping abreast and communicating loyalty terms and conditions and procedure changes across channels and stakeholders
• Responsible for administrative efficiency of the programme such as fraud processes, training process and update rollouts to clubs.
• Access to Comarch & Cheetah operational environment to advise on points, tier status and redemption transactions

Our Minimum Requirement

We can’t live without…

• Bachelor’s degree OR holds relevant combination of job-related experience and education that meet the minimum requirement may be substituted.
• 2-3 years of supervisory experience / operational / project management & support functions
• Proficient with MS Outlook, Excel, PowerPoint, and Word
• Technical knowledge of loyalty systems to troubleshoot issues raised before escalating to technical app or loyalty teams
• Strong communication skills in English, both verbally and written

We’d love you to have…

• Project Management competencies is a plus
• Ability to lead cross-functional stakeholders on new processes and ways of working to improve efficiencies
• Ability to execute in the short-term while simultaneously thinking long-term
• Highly collaborative and results-driven
• Fast-learner, eager to dive in and bring relevant experience to a new role
• Ability to break through the complexity to quickly implement simple solutions that drive results
• Problem-solver with excellent written and verbal communication skills and attention to detail
• Time-management skills with the ability to thrive in a fast-paced environment and to manage multiple, competing priorities

We’d like you to have…

• Technical knowledge of loyalty systems such as Cheetah & Comarch
• Experience working within QSR or fitness industry
• An appreciation for living a fit and healthy lifestyle (which will uncover opportunities to find inspiration for the work you will do)