Senior Specialist Customer Value Management Reward at MultiChoice

Purpose of the Position

• To drive customer loyalty growth by managing programmes, offers and campaigns.

Key Performance Objectives

Tasks

Data Analysis

• Analyze customer/product data to develop retention and uplift activities
• Plan and deliver CVM campaigns and offers across the company encouraging customer retention and customer loyalty
• Analyze and report on post-campaign performance and insights 
• Produce weekly and monthly reports based on performance of campaigns

Loyalty and Rewards plan

• Develop and execute Customer Rewards and loyalty programs plan
• Develop support and promotional tools to reach customers
• Execute strategic and tactical plans, by forming and facilitating coordinated cross-functional teams to deliver cohesive, omni-channel loyalty campaigns
• Manage the campaign/offer process from designing optimised campaigns, briefing it to agencies, ensuring execution, securing rewards/incentives and reporting on overall performance
• Acquire and manage a partner and stakeholder portfolio to derive shared value for business, partner and customer by identifying mutual opportunities
• Manage campaigns with the Rewards platform and ensure a defect free platform
• Ensure UI and customer experience is tested and implemented for great Customer Experience and as per best practices
• Produce new and innovative mechanics to improve ARPU and retention
   

Operational Management

• Drive reporting that tracks KPIs and business metrics on a regular basis to uncover actionable trends, insights and forecasts
• Interact with pricing and operations as needed to ensure seamless execution of promotional offers
• Ensure business cases are produced for campaigns and ROI reported and managed
• Ensure end-to-end delivery of campaigns via the Rewards platform; Ensure all aspects are managed effectively ahead of deadlines
• Manage project timelines and deliverables to ensure that key project milestones are met, and that required teams are engaged as needed to maintain agreed upon project schedule
• Manage campaign and marketing calendar
• Manages complaints and escalations

Qualifications

• Bachelor’s degree in Business Management or related field
• Post Grad advantageous

Experience

• Minimum of 5-8 years of experience working on performance marketing with a focus on user retention and loyalty
• Understanding of customer journey and lifecycles
• Understanding of referral and loyalty programs
• Experience with reward campaign management tools
• Project management and Digital platform experience preferred

Technical Competencies

• Data management and insights
• Project management
• Attention to detail
• Stakeholder Management

Behavioral Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching