Commercial Lead-Loyalty Operations

MAIN PURPOSE
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The Commercial\nLead, Loyalty Operations<\/b> role is responsible for cascading the overarching\nWFS Loyalty Product strategy and operationalizing this to propel customer\ncentric solutions that improve the total customer experience and deliver\nbusiness value to the enterprise. O<\/span><\/span><\/span>ptimizing the loyalty\nprogram that drives customer engagement, retention, and profitable behavioural\nshifts creating mutual value for customers and the business. <\/span>It is also responsible for integration with\nour retail partner and potential other partners in future to <\/span><\/span>implement strategies and enhancements that continually improve the\nattractiveness and commercial benefits of WFS Loyalty products.<\/span><\/span><\/span>
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Key areas of focus\ninclude:<\/span><\/span>
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Strategic\n Contribution<\/span><\/span>
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Revenue\n and Commercial Optimization<\/span><\/span>
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Project\n Management<\/span><\/span>
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Partner\n and Stakeholder Relationships<\/span><\/span>
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People\n Management<\/span><\/span>
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Execution\n of loyalty program processes, offers, and customer interactions.<\/span><\/span>
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Data\n Analytics \- Tracking and evaluation of program performance, campaign\n effectiveness, and ROI metrics.<\/span><\/span>
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Configuration\n and optimization of behavioral challenges, reward rules, and incentive\n modelling.<\/span><\/span>
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Application of\nlegal and risk frameworks to loyalty campaigns, ensuring regulatory adherence\nand control design.<\/span><\/span>
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KEY RESPONSIBILITES
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Strategic Contribution<\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Participate in crafting the\nLoyalty Product Strategy, based on an understanding of the WFS context and\naligned to WFS practices.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Collaborate with other business units to sponsor\nand deliver loyalty solutions that meet customer needs and expectations.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Set frameworks for the presentation of nascent\nloyalty concepts to customers in a way that will reliably capture customer\ninsights.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Operationalize the loyalty\nstrategy, positioning it as an accelerator of the CVP, and a driver of value\nand revenue creation.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Translate\ncustomer insights and market trends into actionable loyalty initiatives that\nalign with both credit and retail business goals.<\/span><\/span><\/span> <\/span><\/span><\/b>
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Revenue and Commercial Optimization<\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Elevate research insights to focus the loyalty strategy\non distinct customer needs, thereby enhancing value propositions to WFS\u2019s\nexisting and target customer bases.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Create and implement operational plans to achieve the\nscalability requirements of the loyalty offering <\/span><\/span><\/span>ensuring\nalignment with both credit and retail business models.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Recommend adjustments to Loyalty offerings on early\ncustomer perceptions and feedback <\/span><\/span><\/span>shaping the\nCustomer Value Proposition (CVP) in real time.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Quantify success metrics and targets leveraging market\nintelligence to develop tactics and value propositions that resonate with WFS\ncustomers.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Identify innovation opportunities within Loyalty that\noffer the maximum commercial potential and the highest <\/span><\/span><\/span>likelihood\nof influencing customer behaviour.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Collaborate\nwith the Principal Data Scientist to interpret customer data and behavioural\ntrends, ensuring loyalty strategies are both data\-informed and commercially\nviable.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Oversee\nthe execution and administration of loyalty program processes, offers, and\ncustomer <\/span>interactions, ensuring\noperational excellence and customer satisfaction.<\/span><\/span><\/span>
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Data\-driven\n Campaign / Project Management<\/span><\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span>Develop\nand embed business analytics as a capability to drive customer segmentation and\npersonalisation strategies.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Identify\nand leverage common goals between planned initiatives. Provide guidance to the\nbusiness on ensuring integration between the objectives and the coordination of\ntimelines and impacts <\/span><\/span><\/span>on other\nsub\-functional areas in the WFS business.<\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Manage foreseeable risks by adequately\ncapacitating the campaign/project teams to identify risk and to drive efficient\nproject and programme delivery.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Review campaign/project plans and ensure that\nadequate planning and execution mechanisms are in place for communication,\nstakeholder engagement and monitoring of impacts and calculating ROI.<\/span><\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Development of customer\nlifetime value models and behavioural analysis.<\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Creation of loyalty\-focused reporting and dashboards.<\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Guide the development of predictive models for customer engagement and\nchurn.<\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Ensure data\-driven decision making across all loyalty initiatives.<\/span><\/span>
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Program\n management<\/span><\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span>Provide\ninput into the design <\/span><\/span>and implementation of new loyalty programs\nand features.<\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Manage\nthe integration of loyalty programs with existing product offerings.<\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Drive\ndigital transformation initiatives within the loyalty space.<\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Manage vendor relationships and technology\npartnerships.<\/span><\/span>
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o <\/span><\/span><\/span><\/span>Ensure operational excellence in program\ndelivery and execution.<\/span><\/span>
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Partner and Stakeholder Relationships<\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span>Manage\nthe integration of the new loyalty program across the WFS and Woolworths\nlandscape to ensure delivery of required capabilities, enable new engagement\nopportunities, and strengthen existing synergies.<\/span><\/span>
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o <\/span><\/span><\/span><\/span>Establish\nand maintain strong relationships with key stakeholders, including Woolworths,\nABSA, and other strategic partners to support commercially viable\ndecision\-making and execution.<\/span><\/span>
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o <\/span><\/span><\/span><\/span>Collaborate\nwith marketing, product, and technology teams to ensure loyalty initiatives are\nwell\-coordinated, customer\-centric, and aligned with operational goals.<\/span><\/span>
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o <\/span><\/span><\/span><\/span>Manage\ncross\-functional teams to deliver integrated loyalty solutions that span credit\nand retail touchpoints.<\/span><\/span>
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o <\/span><\/span><\/span><\/span><\/span>Oversee relationships with external\nvendors and service providers to ensure high\-quality delivery, compliance, and\noperational efficiency.<\/span><\/span>
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People Management<\/span><\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span><\/span><\/span>Lead\nthe Team according to WFS's leadership principles and values, including\nemployee lifecycle from recruitment through to exit, performance management,\ntraining and development, discipline and grievance management, retention, and\nreward and people administration, to ensure a high\-performance culture.<\/span><\/span><\/span>
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Financial Acumen<\/span><\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span>Understanding\nof<\/span><\/span> financial levers and customer behaviours that\nenable a profitable Loyalty Programme<\/span><\/span>.<\/span><\/span>
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o <\/span><\/span><\/span><\/span>Leverage financial acumen on <\/span>business\ncommercials and loyalty to make informed decisions, prioritize effectively, and\nalign our loyalty strategy with the organization's financial goals.<\/span><\/span>
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o <\/span><\/span><\/span><\/span>Support identification of common metrics and\nKPIs used to measure Loyalty Program performance.<\/span><\/span>
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Requirements<\/h3>
MINIMUM\nQUALIFICATION<\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span><\/span>Postgraduate Qualification (minimum Honors) in Finance or equivalent.<\/span>
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EXPERIENCE\nREQUIRED<\/span><\/span><\/b>
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o <\/span><\/span><\/span><\/span>7+ years of experience working in a Financial Services / Consumer\norganization, of which at least 3 years\u2019 experience should be within a Senior\nLeadership capacity. Proven experience in scaling offerings to enhance revenue\ngeneration.<\/span>
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