Loyalty Programme Manager - Friends & Family at Cape Union Mart

Key Duties

• Oversee all loyalty projects and requirements from a day-to-day basis, by working closely with Brand, Create and Technical partners.
• Responsible for the management of operational activities for a Loyalty programme and applications, with specific focus on defining the requirements and partnering with relevant teams to drive successful delivery.
• Respond to and prepare customer reports for various stakeholders and / or key meetings.
• Update stakeholder / user training materials as well as leading training sessions to Customer Team as new capabilities are rolled out.
• Project manage operational projects from inception to final delivery.
• Assist planning of the resource with IT Product Owner based on business requirements and priorities.
• Manage and contribute to team deliverables using Monday.com (or similar workflow management tools).
• Effective stakeholder management.
• Support in final quality assurance and sign-off of new developments and / or business rules.
• Day-to-day operational management of programme benefits; for example, core benefits, competitions, and research surveys.
• Final review and sign-off of new developments in line with requirements and / or business rules.
• Draft business requirements and work directly with the relevant product owners / IT teams to brief and drive delivery.
• Customer reporting both for performance and insights.
• Budget Management.

Job Requirements

Knowledge & Experience

• Bachelor’s degree in marketing, advertising, or commerce.
• 5+ years of experience in project management, loyalty marketing, direct marketing, or similar role.
• 2+ years of knowledge of CRM tools for reporting, campaign management, and marketing automation.
• Experience with CRM marketing campaigns, promotional planning, and loyalty marketing advantages.
• Strong analytical skills and experience with translating customer insights into successful loyalty strategies.
• Excellent communication, presentation, and project management skills.
• Strong budget management skills.
• Good collaborator and experience in managing diverse stakeholders across portfolios.
• Experience with Salesforce or similar technology preferred.

Competencies

• Passionate and proactive customer problem solver.
• Strong administration skills.
• Team player.
• Attention to detail.
• Time management.
• Excellent communication, both verbal and written.
• Excellent time management skills and ability to deliver in tight time frames.
• Experience in managing a budget.
• Work well under pressure with strong attention to detail and consistency.

Key Performance Areas

• Project Management
• Loyalty Strategy Development & Operational Implementation
• Customer Reporting
• Stakeholder Management
• Budget Management