Loyalty Project Manager - Gauteng at Vivo Energy (Shell licensee in Africa)

Description

Vivo Energy are looking for a Loyalty Project Manager to drive the delivery of a new global Loyalty Solution, starting with Morocco, managing this business transformation project by aligning our chosen Loyalty platform vendor with site automation and terminal dependencies and business readiness workstreams, to deliver a new customer facing Loyalty programme which rewards customers and generates incremental value for the VE group. This project is one under a programme of initiatives improving the end-to-end customer experience across payments and loyalty. This role reports to the Programme Manager: Payments & Loyalty.

The role requires a Project Manager with loyalty experience, preferably obtained in a Retail Fuels environment or a multi-site retail operation, of building and launching a new loyalty proposition. Having payment integration to loyalty programme experience would be advantageous but not deciding requirement. The role assumes overall accountability for the delivery of the project, driving delivery and actions, meeting timelines, managing vendors and internal stakeholders and therefore requires both Project and Team Leadership skills.

Principal Accountabilities:

• Take personal ownership and accountability for the efficient delivery of the overall initiative to build, develop and deploy the new Loyalty programme for Morocco.
• Aid definition of the requirements of the Loyalty programme, including key strategic challenges which include awarding all customers regardless of method of payment and specifically cash to develop a global loyalty offer book.
• Develop and deliver a comprehensive plan to complete the development of the solution and the subsequent data migration for Morocco, aligned with vendors and stakeholders.
• Manage dependencies of the loyalty solution on site automation, terminals and on-site hardware and digital channels, i.e., app and web
• Develop and deliver a comprehensive test plan to meet all the requirements requested to a high level of quality, ensuring there will be a seamless transition for existing loyalty customers.
• Aid the Morocco team with delivery of all business operational aspects and workstreams to be ready to launch the new loyalty programme, including marketing, partnership strategy, CRM, offer management, terms and conditions, reporting, call centre ops, finance management, training etc.
• Manage Project reporting ensuring Progress, Finances and RAID issues are accurately reflected to the Programme Manager and into Steering Committee meetings, with escalations as needed.
• Ensure remedial action is taken as quickly as possible if any unexpected situations occur that will result in substantial changes in approach to the delivery of proposals.

Job Knowledge, Skills & Experiences:

• Understanding and experience of loyalty programmes, preferably in the retail petroleum industry.
• Understanding and experience of ERP systems and interface development.
• Experience in working with organisations across multiple geographies and languages and understanding the intricacies of project delivery across multiple cultures.
• Ability to run scoping workshops to ensure the project requirements are well defined, understood and planned for delivery.
• Strong conceptual, analytical, problem-solving, troubleshooting and resolution skills.
• Proven ability to work with limited supervision whilst exhibiting strong time management skills and delivering with a sense of urgency and attention to detail.
• Ability to demonstrate supportive relationships with peers, customers and third parties.
• Ability to manage and extract maximum value from disparate teams.
• Demonstrable experience of successfully managing large projects involving complex technology platforms migration with high business impacts.
• Able to identify, assess and articulate risks to senior management with mitigation strategies.
• Proven ability working in a complex and ever-changing environment.
• Excellent decision-making skills.

Requirements

Academic Qualifications

• Bachelor’s degree from a recognised University preferred.
• Industry accreditation preferred.

Functional Skills

• Strong Project Management Skills
• Commercial Acumen
• Ability to identify practical solutions to complex problems.
• Ability to work in Multi-Cultural Teams across multiple time zones.
• Self-motivated with great organising skills

Key Competencies

• Loyalty project delivery experience
• Attention to detail and quality.
• Stakeholder Management
• Team Leadership

Relevant Experience

• Complex Project Management experience in large commercial organisations
• Loyalty and CRM strategy
• Offer decision engine experience.
• Payment integration into loyalty programme or mobile application, advantageous
• Vendor Management experience