Manager: Loyalty & Payments

SUMMARY:
Our client – a leading suppliers of petroleum products in South Africa through its vast network of approximately 850 service stations is looking for a Manager: Loyalty and Payments to join their team.
 
The client has a Level 1 Broad-Based Black Economic Empowerment rating against the amended Broad-Based Black Economic Empowerment Codes of Good Practice. The client has committed to protecting people and the environment and to driving sustainable economic growth in South Africa through its social investment programmes in health, education and economic development.

POSITION INFO:
PURPOSE OF ROLE:
 
A member of the Retail Marketing Leadership team, this position would be responsible for resetting the loyalty and payments landscape for the retail business across the full network. This entails developing the loyalty and payments strategy, as well as design and execution of the brand loyalty “go to market” strategy and measuring effectiveness.
 
Required to lead a team towards successful execution, as well as influencing and leading senior cross functional team members/stakeholders to deploy strong consumer centric loyalty and payments solutions in a cohesive manner. The position requires a mastery understanding of loyalty and payment models/solutions, customer relationship management tools, other eCommerce/digital platforms, customer value management trends and innovations. 
 
In addition, the role requires a deep understanding of the fuels industry regulations, thorough fuel eco-system commerciality, consumer evolving landscape, competitor landscape, knowledge and understanding of existing and future loyalty partnerships and offers, as well as the commercial and operational drivers of the fuels value chain (Crude to customer) to enable profitable and competitive programs
 
YOUR ‘DAY TO DAY’
 

• Enhanced customer loyalty value proposition via owned program loyalty initiatives and new partnerships
• Develop business cases for new initiatives that demonstrate commercial viability and seek executive management approval
• Gain franchisees buy-in on any new initiatives and amend relevant annexures in the retail franchisee agreements
• Deploy fit for purpose loyalty and payment solutions across a network of 850+ sites
• Manage bank partner loyalty program while ensuring volume retention, volume growth, strong relationships and strong contract management.
• Improvement in overall Brand Health through leveraging various loyalty and payments related value propositions

• Marketing or Business Degree
• Post graduate qualification/s will be advantageous
• Minimum 10 years in Experience across Loyalty, Payments, Retail Marketing, CRM, Digital
• Experience in leading loyalty strategy development and execution
• Experience in payment system selection, deployment and integration
• Strong analytical and project management skills
• Customer Value management
• Customer value proposition design
• Leading teams and cross functional project teams
• Negotiating, contacting, integrating and executing new partner solutions

• Strategy development and execution on loyalty and payments for Retail business
• Managing complex and high value relationships end to end
• Strong and compliant contract negotiation and management
• Marketing and communications experience and a demonstrated history of creating and leading loyalty in retail.
• Strong commercial acumen (RAS Model, Business Case development etc.)
• Strong problem-solving skills
• Strong leadership capabilities and ability to interact with executive and senior management team internally and externally with confidence and clarity
• Quantitative and qualitative research on customers, marketing, loyalty and payments and ability to translate key outcomes and findings that shape the business’s strategy
• Mastery understanding and knowledge of loyalty model, industry deal terms, competitor programs and creatively solve for complex situations to achieve objectives while mitigating risk.
• Executive, Senior and middle management integration across business and functions such as retail, legal, technical, PMO, etc., to ensure business objectives are met.
• In line with strategic intent and architecture, procure and deploy customer relationship management systems to enable customer retention approaches/tactics
• Mastery knowledge of payment systems and deep understanding and experience in deployment of such systems
• Ability to translate system capabilities to customers in to value propositions to the market
• Depth of knowledge and experience in system integration i.e. payments, loyalty, CRM, partners etc.
• Budget management and control