GB JOBS: SPECIALIST. LOYALTY MANAGEMENT

CATEGORY: Admin, Ngo, Banking & Finance
JOB TITLE: Specialist. Loyalty Management;
LOCATION: Lagos,NG

JOB SUMMARY: 
Develop, manage and execute loyalty programmes throughout product and service lifecycles to increase share of wallet spend and drive member retention
Work with Marketing team and other functional areas to identify and develop loyalty programmes and features

PRINCIPAL FUNCTIONS 
Execute detailed and innovative consumer-focused loyalty programmes to acquire, engage and retain consumers throughout entire product lifecycle
Create and/ or manage online tools for managing loyalty programmes
Consolidate consumer feedback on loyalty programmes and develop enhanced product requirements with product team
Develop briefs for agencies, manage content development, oversee production and deployment of campaigns, and analyze reporting to optimize campaign performance
Work closely with cross-functional teams to co-ordinate timing of loyalty programmes campaign
Track, analyze and generate insights to produce future successful loyalty programmes and sustain momentum of programmes
Define and meet marketing objectives within timelines and on budget
Design the plan and process for implementation of loyalty programmes
Roll out the various loyalty activities and generate new ideas for inclusion
Design, implement and execute rewards/ loyalty campaigns and offers
Deliver an integrated online and offline experience to drive ease of use for loyalty programme members to increase loyalty
Prepare documentation relating to value propositions and business rules for loyalty programmes
Lead cross-business loyalty/ rewards efforts to increase usage, experience and engagement with Etisalat products and services, and help reduce churn
Work with cross-functional teams within the business to improve loyalty processes. 
Integrate various data streams across the enterprise into a coherent, accurate view of programme activities
Work with broader loyalty team to update and maintain programme offer pool
Manage the loyalty customer contact strategy and execute direct markeying email, text, etc to achieve specified goals. 
Oversee the execution of all rewards and direct marketing campaigns
Recruit and maintain high customer participation in loyalty programmes
Manage partners, brands, promotions and marketing teams to ensure seamless redemption and excellent customer experience
Lead data collection efforts for research and programme metrics related to loyalty and customer relationship management
Manage agency partners and ensure delivered work complies with contractual agreements
Manage multiple customer segmentation schemas and direct markets against those segments in collaboration with cross-functional partners
Partner with IT and Creative Services to deliver system enhancements, e.g PoS and loyalty programme web site
Balance loyalty/ CRM needs to grow customers, drive share of wallet and manage contact strategy against the business needs of partners in Marketing, Merchandising, Retail Operations and vendor partners
Coach, lead and develop loyalty and CRM support staff
Assist with other projects or duties as needed

REQUIREMENTS:  First degree

EXPERIENCE, SKILLS & COMPETENCIES: 
Five (5) years directly relevant post-NYSC work experience in developing commercial loyalty programmes in a leading retail/ telecoms business
Ideal candidate must be able demonstrate:
Excellent team-playing skills and ability to work closely and collaboratively between Marketing, Product teams and strategic partners
Proven track record of successfully managing consumer-focussed loyalty products or programmes which drive product and/ or service awareness, acquisition and engagement
Solid experience in managing multi test-cell acquisition and loyalty activation/ retention campaigns. 
Sound understanding of customer segmentation principles and objectives
Proficiency in Microsoft Office, including PowerPoint and Excel
Proficiency in reporting and ad-hoc analysis tools with experience with SAS, SQL and other data-mining tools highly regarded

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