Head of Loyalty

Main Purpose

Key Responsibilities

Strategic Contribution

• Lead the development and implementation of
  WFS's Customer Loyalty strategy, ensuring alignment with broader business
  objectives and customer needs.
  
• Collaborate with other business units to
  sponsor and deliver loyalty solutions that meet customer needs and
  expectations.
  
• Drive the evolution of loyalty program
  through data -informed decision making and customer insights
  
• Establish frameworks for measuring and
  evaluating loyalty program effectiveness
  
• Collaborate with the Customer Insights and
  Advanced Analytics team to develop predictive models and customer segmentation
  strategies
  
•  Partner with Woolworths to ensure seamless
  integration of loyalty initiatives across both businesses
   
  

Revenue and Commercial Leadership Contribution

• Own the P&L responsibility for the
  loyalty program, including revenue generation, cost management, and ROI
  optimization
  
• Develop and implement commercial frameworks
  and metrics to evaluate, measure and optimise loyalty initiatives
  
• Lead the development of value case (business
  cases) for new loyalty programs and enhancements
  
• Assess value propositions and new loyalty
  offerings against Loyalty Strategy and commercial framework and pursue
  commercial opportunities that reside within the threshold.
  
• Drive innovation in loyalty offerings that
  create measurable business value including profitable customer behaviour
  changes.
  
• Establish and monitor KPIs for loyalty
  program performance
  
  

Data -driven Campaign /
Project Management

• Leverage advanced
  analytics to drive customer segmentation and personalization strategies
  
• Oversee the
  development of customer lifetime value models and behavioural analysis
  
• Manage foreseeable
  risks by adequately capacitating the campaign/project teams to drive
  efficient project and programme delivery and identify and manage potential
  risks.
  
• Review
  campaign/project plans and ensure that adequate planning and execution
  mechanisms are in place for delivery, communication, stakeholder
  engagement, monitoring of impacts and calculating ROI (return on
  investment)
  
• Direct the creation of
  loyalty -focused reporting and dashboards
  
• Guide the development
  of predictive models for customer engagement and churn
  
• Ensure data -driven
  decision making across all loyalty initiatives
  

Programme Management and
Innovation

• Lead the design and implementation of new
  loyalty programs and features
  
• Oversee the integration of loyalty programs
  with existing product offerings
  
• Drive digital transformation initiatives
  within the loyalty space
  
• Manage vendor relationships and technology
  partnerships
  
• Ensure operational excellence in program
  delivery and execution
  
  

Partner and Stakeholder Management

• Lead the integration of new Loyalty Programme
  across the WFS and Woolworths landscape to deliver the strategy and the
  required capabilities, as well as to initiate new engagement opportunities and
  strengthen existing synergies.
  
• Establish relationships with key stakeholders
  to enable decisions regarding solutions that are practical and viable from a
  commercial perspective.
  
• Build and maintain strong relationships with
  key stakeholders including Woolworths, ABSA, and other partners
  
• Present loyalty program performance and
  strategies to executive leadership
  
• Lead cross -functional teams to deliver
  integrated loyalty solutions
  
• Manage relationships with external vendors
  and service providers
  
• Collaborate with marketing, product, and
  technology teams
  

• Lead and develop a team of loyalty
  professionals, analysts, and program managers
  
• Foster a culture of innovation and
  customer -centricity
  
• Drive talent development and succession
  planning
  
• Establish clear objectives and performance
  metrics for team members
  
• Promote collaboration across departments and
  functions.
  

• Understanding
  of financial levers and customer behaviors that enables a profitable Loyalty Programme.
  
• Leverage
  financial acumen on business commercials and loyalty to make informed
  decisions, prioritize effectively, and align our loyalty strategy with the
  organization's financial goals.
  
• Support
  identification of common metrics and KPIs used to measure Loyalty Program
  performance
  

Requirements

Technical Skills:

• Loyalty management
  expertise: Advanced understanding of loyalty program mechanics
  and best practices
  
• Experience with personalised
  customer journeys & lean start -up / agile methodology
  
• Strategic thinking.
  
• Demonstrates a passion
  for & deep understanding of customer and technology.
  
• Customer research and Insights
  driven.
  
• Planning & organizing.
  
• Data & Commercial
  analysis.
  
• Understanding of machine
  learning and predictive modeling concepts
  
• Experience with CRM systems
  and marketing automation platforms
  
• Strong communication &
  diplomacy.
  
• Relevant degree/diploma.
  
• 8 -10 years proven loyalty
  industry experience and /or product ownership experience.
   
  

Leadership
Competencies:

• Strategic thinking and business/commercial
  acumen
  
• Strong analytical and problem -solving
  abilities
  
• Excellence in stakeholder management and
  communication
  
• Innovation and creative thinking
  
• Team leadership and development
  
• Commercial and financial acumen
   
  

Requirements

Experience

• 8 -10 years of experience in loyalty program
  management, customer analytics, or related field
  
• Minimum 5 years in a senior leadership role
  
• Proven track record of developing and
  implementing successful loyalty strategies
  
• Experience in financial services or retail
  industry
  
• Strong background in customer analytics and
  data -driven decision making
  

Education

• Master's degree preferred in Business
  Administration, Marketing, Analytics, or related field
  
• Bachelor's degree required in Business,
  Marketing, Statistics, or related field
  
• Equivalent experience in Loyalty capabilities