The Business Innovations Unit is responsible for ensuring a sustainable stream of innovative solutions to continuously deliver topline growth for the Group. The purpose of this role is to manage the Enterprise wide Loyalty Program for customers across the Bank’s products and services with a focus to attract new customers, increase products penetration, customer engagement and retention.
This role reports to the Head of Business Innovations. It has responsibility over management of the Enterprise wide Loyalty program for customers across the Bank’s products and services whose focus will be to attract new customers, increase products penetration, customer engagement and retention.
Bachelor’s degree in a Business related field from an institution recognized by Commission for University Education.
Professional qualifications in CIM or a Master’s degree in Marketing will be an added advantage.
Possession of professional qualification in Marketing will be an added advantage
Minimum of 5 years’ experience in a Marketing role having had at least 2 years’ Loyalty Program Management experience.
At least 3 years’ experience in Brand management.
Strong competencies in financial analysis and report writing skills is essential
Develop and execute the marketing plan for the Simba Loyalty Program
Continuously develop the program design, customer journey, technology components, services and processes required to deliver strong consumer propositions.
Define, implement and manage multi-channel loyalty scheme rewards and communications that drive customer engagement and sales revenue / margin.
In liaison with internal stakeholders and partners, continuously review the business case, ROI forecasts and the key metrics to measure scheme success.
Work with business development to identify partner opportunities, as required, to fill solution gaps and redemption programs opportunities.
Manage 3rd party partnerships for blue & white label programs in order to deliver revenue and customer number targets.
Ensure customer facing staff and all staff across all areas of business have access to appropriate training and information to be able to efficiently resolve all loyalty scheme customer queries.
Deliver analysis and reports to demonstrate the effectiveness of loyalty communications including recommendations for future improvements and testing.
Test and learn – put in place robust testing plans to continually optimize the program and demonstrate ROI.
Manage the direct and cross functional teams working with the program to coach and inspire exceptional delivery.
: Bachelor's degree
Required relevant work experience
: 7 years
English (Spoken: fluent | Written: fluent)
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