Job Title Manager.Customer Loyalty
Location Lagos,NG
Function
Job Summary
Develop Customer Loyalty Programs and Marketing strategies for now and into the future. Job holder will interface with other Commercial functions to ensure strategic alignment and active usage of Loyalty programs as key strategic lever to deliver business and customer goals within budgetary guidelines
Principal business outcomes include maximizing the life-time value of existing customers and drive acquisition of new customers through Loyalty programs
Identify opportunities and take action to build strategic partnerships that will drive the Customer Loyalty programs
Principal Functions
Define Loyalty Programs Strategy and framework for various types of market maturity levels
Review and optimize Customer Loyalty Programs to right level of customer engagement vs. cost of programs- making it a more effective marketing tool that amplifies all Etisalat Nigeria business goals towards stronger customer engagement and customer profitability.
Define the measurement of success and health of loyalty programs, ensuring consistent metrics are actively being used at market level.
Identify and drive initiatives to maximize the efficiency and effectiveness of the Customer Loyalty program in driving customer engagement and value
Design and manage communications strategy focused on attracting and retaining customers
Develop, execute, and optimize communications to raise customer awareness and comprehension
Prepare executive-level summaries and recommendations to gain approval for new Customer Loyalty Initiatives
Manage the operations and fulfillment processes of the Customer Loyalty programs, managing the program budgets with responsibility for ROI
Manage Customer Loyalty program performance and customer activity reporting to address areas including customer segmentation, program and campaign level impact (return on investment and profitability), customer demographics, and benefits usage recommending reasoned adjustments to the program
Establish and manage relationships with vendors, Partner Merchants and internal resources to coordinate delivery for effective programs and promotional campaigns that are consistent with branding and general product merchandising
Interface with the Marketing teams, Retail stakeholders, Customer Service and all other stakeholders to ensure strategic fit of Loyalty marketing within broader functional strategies.
Define and develop link and key principles with the Customer Experience and Sales teams to develop relevant tools to support loyalty programs being part of everything we do in Etisalat Nigeria, or at least treating our most loyal customers as extra special guests across those two touch points
Customer Focus ? Considers how actions or plans will affect customers; responds quickly to meet customer needs and resolve problems; implements ways to monitor and evaluate customer concerns, issues, satisfaction and to anticipate customer needs.
Innovation ? Generates innovative solutions to situations; trying different and novel ways to deal with problems and opportunities.
Planning and Organizing ? Determines project/assignment requirements by breaking them down into tasks and identifying types of equipment, materials, and people needed; develops timelines and milestones; takes advantage of available resources to complete work efficiently and coordinates with internal and external partners when appropriate
Educational Requirements
First degree or equivalent in a relevant discipline.
Experience,Skills & Competencies
Six (6) to eight (8) years work experience, with at least three (3) years in a supervisory role
Proficient ability to communicate effectively with others (Oral and written)
Proficient presentation skills to effectively present information to an audience of varying responsibility within the company
Proficient relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potentially conflicting priorities
Demonstrated capacity for gathering/scrutinizing data to identify issues, opportunities, patterns, and sustainable business solutions
Ability to assertively solve practical problems and deal with a variety of concrete variables
Proficient knowledge of Windows-based computers and Microsoft Office programs; specifically, Excel, Outlook, PowerPoint, Project and Word
Experience in managing loyalty or equivalent multi-million dollar programs required
Working knowledge of campaign management and direct marketing methods
Proficient knowledge of enhanced end to end management of customer experience principles
Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities
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