Main Purpose<\/b><\/p>The Head of Customer Loyalty is responsible for\ndeveloping and executing the overarching WFS Customer Loyalty strategy to drive\ncustomer\-centric solutions that enhance the total customer value proposition\nand deliver business value to both the enterprise and our customers<\/span>. <\/span>This senior leadership position combines strategic insight\nwith analytical capability to design, implement, and optimize the loyalty\nprogram that drive customer engagement, retention, and profitable behavioural\nshifts creating mutual value for customers and the business. It is also\nresponsible for integration with our retail partner and potential other\npartners in future. <\/span>
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<\/p><\/span>Key Responsibilities<\/b><\/p>Strategic Contribution<\/span><\/b>
<\/p>- Lead the development and implementation of\nWFS's Customer Loyalty strategy, ensuring alignment with broader business\nobjectives and customer needs.<\/span><\/span>
<\/li>- Collaborate with other business units to\nsponsor and deliver loyalty solutions that meet customer needs and\nexpectations.<\/span>
<\/span><\/li>- Drive the evolution of loyalty program\nthrough data\-informed decision making and customer insights<\/span>
<\/span><\/li>- Establish frameworks for measuring and\nevaluating loyalty program effectiveness<\/span>
<\/span><\/li>- Collaborate with the Customer Insights and\nAdvanced Analytics team to develop predictive models and customer segmentation\nstrategies<\/span><\/span>
<\/li>- <\/span><\/span><\/span>Partner with Woolworths to ensure seamless\nintegration of loyalty initiatives across both businesses<\/span>
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<\/span><\/li><\/ul>Revenue and Commercial Leadership Contribution<\/span><\/b>
<\/p>- Own the P&L responsibility for the\nloyalty program, including revenue generation, cost management, and ROI\noptimization<\/span>
<\/span><\/li>- Develop and implement commercial frameworks\nand metrics to evaluate, measure and optimise loyalty initiatives<\/span>
<\/span><\/li>- Lead the development of value case (business\ncases) for new loyalty programs and enhancements<\/span>
<\/span><\/li>- Assess value propositions and new loyalty\nofferings against Loyalty Strategy and commercial framework and pursue\ncommercial opportunities that reside within the threshold.<\/span>
<\/span><\/li>- Drive innovation in loyalty offerings that\ncreate measurable business value including profitable customer behaviour\nchanges.<\/span>
<\/span><\/li>- Establish and monitor KPIs for loyalty\nprogram performance<\/span>
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<\/li><\/ul>Data\-driven Campaign /\nProject Management<\/span><\/b>
<\/p>- Leverage advanced\n analytics to drive customer segmentation and personalization strategies<\/span>
<\/li>- Oversee the\n development of customer lifetime value models and behavioural analysis<\/span>
<\/li>- Manage foreseeable\n risks by adequately capacitating the campaign/project teams to drive\n efficient project and programme delivery and identify and manage potential\n risks.<\/span>
<\/li>- Review\n campaign/project plans and ensure that adequate planning and execution\n mechanisms are in place for delivery, communication, stakeholder\n engagement, monitoring of impacts and calculating ROI (return on\n investment)<\/span>
<\/li>- Direct the creation of\n loyalty\-focused reporting and dashboards<\/span>
<\/li>- Guide the development\n of predictive models for customer engagement and churn<\/span>
<\/li>- Ensure data\-driven\n decision making across all loyalty initiatives<\/span>
<\/li><\/ul> <\/span><\/b>
<\/p>Programme Management and\nInnovation<\/span><\/b>
<\/p>- Lead the design and implementation of new\nloyalty programs and features<\/span>
<\/span><\/li>- Oversee the integration of loyalty programs\nwith existing product offerings<\/span>
<\/span><\/li>- Drive digital transformation initiatives\nwithin the loyalty space<\/span>
<\/span><\/li>- Manage vendor relationships and technology\npartnerships<\/span>
<\/span><\/li>- Ensure operational excellence in program\ndelivery and execution<\/span>
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<\/li><\/ul>Partner and Stakeholder Management<\/span><\/b>
<\/p>- Lead the integration of new Loyalty Programme\nacross the WFS and Woolworths landscape to deliver the strategy and the\nrequired capabilities, as well as to initiate new engagement opportunities and\nstrengthen existing synergies.<\/span>
<\/span><\/li>- Establish relationships with key stakeholders\nto enable decisions regarding solutions that are practical and viable from a\ncommercial perspective.<\/span>
<\/span><\/li>- Build and maintain strong relationships with\nkey stakeholders including Woolworths, ABSA, and other partners<\/span>
<\/span><\/li>- Present loyalty program performance and\nstrategies to executive leadership<\/span>
<\/span><\/li>- Lead cross\-functional teams to deliver\nintegrated loyalty solutions<\/span>
<\/span><\/li>- Manage relationships with external vendors\nand service providers<\/span>
<\/span><\/li>- Collaborate with marketing, product, and\ntechnology teams<\/span>
<\/span><\/li><\/ul>
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Team Leadership<\/span><\/b>
<\/div>- Lead and develop a team of loyalty\nprofessionals, analysts, and program managers<\/span>
<\/span><\/li>- Foster a culture of innovation and\ncustomer\-centricity<\/span>
<\/span><\/li>- Drive talent development and succession\nplanning<\/span><\/span>
<\/li>- Establish clear objectives and performance\nmetrics for team members<\/span>
<\/span><\/li>- Promote collaboration across departments and\nfunctions.<\/span><\/span>
<\/li><\/ul>
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Financial Acumen<\/span><\/b>
<\/div>- Understanding\nof financial levers and customer behaviors that enables a profitable Loyalty Programme.<\/span>
<\/span><\/li>- Leverage\nfinancial acumen on business commercials and loyalty to make informed\ndecisions, prioritize effectively, and align our loyalty strategy with the\norganization's financial goals.<\/span>
<\/span><\/li>- Support\nidentification of common metrics and KPIs used to measure Loyalty Program\nperformance<\/span>
<\/span><\/li><\/ul> <\/span>
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Requirements<\/h3>Key Competencies<\/b>
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Technical Skills:<\/span><\/b>
<\/p>- Loyalty management\nexpertise: Advanced understanding of loyalty program mechanics\nand best practices<\/span><\/span><\/span><\/span><\/span>
<\/li>- Experience with personalised\ncustomer journeys & lean start\-up / agile methodology<\/span><\/span><\/span><\/span><\/span>
<\/li>- Strategic thinking.<\/span><\/span><\/span><\/span><\/span>
<\/li>- Demonstrates a passion\n for & deep understanding of customer and technology.<\/span><\/span><\/span><\/span>
<\/li>- Customer research and Insights\n driven.<\/span><\/span><\/span><\/span>
<\/li>- Planning & organizing.<\/span><\/span><\/span><\/span><\/span>
<\/li>- Data & Commercial\nanalysis.<\/span><\/span><\/span><\/span><\/span>
<\/li>- Understanding of machine\nlearning and predictive modeling concepts<\/span><\/span><\/span><\/span><\/span>
<\/li>- Experience with CRM systems\nand marketing automation platforms<\/span><\/span><\/span><\/span><\/span>
<\/li>- Strong communication &\ndiplomacy.<\/span><\/span><\/span><\/span><\/span>
<\/li>- Relevant degree/diploma.<\/span><\/span><\/span><\/span><\/span>
<\/li>- 8\-10 years proven loyalty\nindustry experience and /or product ownership experience.<\/span>
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<\/li><\/ul>Leadership\nCompetencies:<\/span><\/b>
<\/p>- Strategic thinking and business/commercial\nacumen<\/span>
