Senior Specialist: VB Loyalty at Vodafone Global Enterprise

Role Purpose

• To develop and implement an end to end loyalty program across all Vodacom Business segments to drive decreased churn, longer tenure and higher NPS through building emotional engagement.

Your Responsibilities Will Include

• Design and Manage the Vodacom Business Loyalty Programme
• Design VB Loyalty programme aligned to VB key focus areas
• Assist with defining systems enhancements in line with key targets.
• Drive delivery of system enhancements to support the customer experience strategy.
• Enablement of the Programme through various customer channels and internal capabilities
• Create functional and operational processes to support the programme
• Manage operational activities related to Loyalty Programme
• Align with Vodacom Vodabucks Loyalty programme

Business Case Development And Monitoring

• Align with Product, Channel, Finance and Commercial Business to develop Business Cases to support loyalty initiatives

Monitor And Report On The Loyalty Programme

• Create and maintain overall Vodacom Business Loyalty programme reporting (include monthly reporting and adhoc repopting)
• Report on new reward and loyalty projects and feedback on progress (areas of improvement/successes/ impact on NPS/BMS) to Senior Stakeholders
• Reporting and Monitoring of Loyalty initiatives vs Business Case
• Manage and Enable Loyalty Campaigns
• Engage with stakeholders within Loyalty and CVM teams to enable campaigns
• Enable campaign implementation and execution
• To manage third party loyalty programs and support the program post launch
• Memo writing and logging the projects with Central demand management
• Manage third party requirements and provide status updates
• Liaise with internal business stakeholders to manage implementation and execution
• Conduct end to end integration testing

Technical / Professional Qualifications

The ideal candidate for this role will have:

• 3-year Degree / Diploma in Commerce (Marketing / Communication) or related
• A minimum of 5 - 8 Years’ experience in marketing with sufficient exposure to reward/loyalty programs
• Proven experience in the set up and running of end-to-end loyalty programmes including conception, analysis, establishment and execution of these programmes
• Project management experience is advantageous
• Business Intelligence technology / industry and future trends
• Telecoms Industry Knowledge and trends – Mobile Communications

Core Competencies, Knowledge And Experience

• Goal focussed with track record in implementing and leading loyalty initiatives across an organisation
• Ability to align teams across the business without necessarily having direct management control
• Capable of working in a complex organisation and able to build strong relationships and credibility with multiple levels internally and externally
• Solid knowledge of loyalty system principles & processes
• Proven track record of reward program design and implementation

Closing date for Applications: 17 May 2023