Job Description

We have an exciting opportunity for a Loyalty Marketing Manager to join the Customer Experience division within our Marketing Team. This role will be based at our Head Office in Cape Town and report to the Customer Experience Executive.
Job description
Job Purpose:

• To enhance, manage and grow existing ClubCard base through driving and managing commercial partnerships, delivering on the ClubCard operational plan deliverables through CRM initiatives that enable effective customer retention and acquisition management strategies in building a loyal customer base.
• To manage and oversee the promotion and positioning of the ClubCard brand across all channels of customer communication, Clubcard customer acquisition, retention and conversion targets.

Job Objectives:

• To grow and maintain registered active ClubCard memberships by managing and improving the acquisition and retention process and activities to reach set targets as well as reporting (weekly, monthly quarterly and annually) on these measures with the aim of improving customer loyalty
• To develop and operationalise various marketing plans across existing and new affinity partnerships that enable more cash back into ClubCard customer's hands faster (i.e. growing rewards improving customer loyalty)
• To develop and execute marketing plans across strategic Clubs within the ClubCard programme, such as Baby Club, Seniors Club, and Youth Club
• To manage Clubcard brand content and advertising campaigns across the operations, and document business processes in line with budget considerations
• To collect ClubCard customer and marketing insights that inform the marketing strategy and increase ClubCard membership base and conversion of targets
• To measure and report on the effectiveness and impact of marketing campaigns through collaboration with the Data Analytics and digital media teams
• To deliver loyalty rewards and ensure improved cash back usage
• To manage and oversee affinity partner contract negotiations
• To grow affinity partner income recovery through enhancement of existing and introducing new affinity partners
• To develop Clubcard marketing budget and deliver on the financial plan
• To ensure and oversee the quality of information in the Clubcard database and workflow ensuring accurate information and timeous delivery of ClubCards to customers
• To ensure knowledge and compliance of ClubCard policies and procedures across all levels of the organisation, its partners and suppliers inclusive of the competition process and the compliance to competition legal requirements, across marketing channels
• To maintain a positive, productive service environment which drives a customer-focused culture ultimately improving customer engagement

Minimum requirements
Job related knowledge:

• Customer Service Model/Customer Relations Management knowledge, best practices and methodologies (expert)
• Knowledge of Loyalty Programmes to maximise sales (expert)
• Knowledge of South African Market Research Association (SAMRA) and its accredited suppliers (expert)
• Understanding of market research theory and principles (expert)
• Loyalty Programme Management (advanced)

Job related skills:
Essential:

• People management (advanced)
• Budget/Financial management (advanced)
• Strong attention to detail (advanced)
• Good organisation and planning ability (advanced)
• Creativity, written and verbal communication and presentation (advanced)
• Social media skills (advanced)
• Responsive design/marketing (advanced)
• Analytics and tech tools (advanced)
• Networking (advanced)
• Strategic thinking (advanced)
• Presentation skills (advanced)
• Negotiation skills (advanced)
• Entrepreneurship and commercial Thinking (advanced)

Desirable:

• UX design skill

Job Experience:

• Minimum of 8 years' experience in marketing (desirable in retail/FMCG marketing), with at least 5 years 'experience in CRM and or Loyalty programmes
• Minimum of 5 years' experience leading teams and creating motivating and high-performance environment

Education:
Essential:

• Degree in Marketing (or relevant discipline)

Desirable:

• Postgraduate degree in Marketing
• Project management qualification

Essential Competencies:

• Leading and Supervising
• Persuading and Influencing
• Analysing
• Creating and Innovation
• Formulating Strategies & Concepts
• Adapting and Responding to Change
• Delivering results and meeting customers expectations
• Adapting and responding to change
• Entrepreneurial and commercial thinking

Skills Required