Loyalty Programs Specialist Vodacom Tanzania Dar es Salaam, Tanzania
Job Type: Full-Time
Closing Date: 30th October 2023
Location: Dar es Salaam, Tanzania
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Role purpose: 

The Loyalty Programs Specialist is responsible for E2E execution and optimization of the Loyalty strategy within Vodacom covering from (partners acquisition, engagement & retention), modelling, insights analysis and reporting. This makes this role’s core purposes being 

  • Overall execution and optimization of Loyalty Programs across Vodacom 
  • Developing tactical Loyalty propositions to enhance the existing programs and drive value to our    customers 
  • Drive actionable commercial insights and direct on how to be acted upon for Loyalty Programs
  • Develop and execute the E2E Loyalty Partners management proposition (On-board, Engage, Retain)

Key accountabilities and decision ownership  

  • Execute the Vodacom Loyalty Strategy with custom proposition to optimize the program and drive additional value to customers
  • Perform analysis with actionable insights on the program to ensure RoI in-terms of Customer Retention and Activity
  • Manage E2E Loyalty external partners and marketing services suppliers
  • Consistent monitoring of the Loyalty Program Performance with support from Finance teams.
  • Work with Region Teams to create regional specific loyalty campaigns to drive more value to the customer

Key performance indicators:

  • Engaged base (engaged customers as % of base)
  • Engaged customers ARPU & Active (Engaged vs Non Engaged)
  • Strong external partners network to support Loyalty initiatives
  • Maintain overall  liability value within approved margin 

Core competencies, knowledge and experience 

  • Excellent analytical and logical reasoning skills translated from consumer insights
  • Excellent communication skills
  • Strong stakeholder management skills
  • Ability to anticipate customer, competitor and market dynamics 
  • Able to challenge the status quo

Must have technical/professional qualifications: 

  • Bachelor degree in Business Administration, IT, Economics, Marketing or its equivalent.
  • Strong analytical skills and business acumen.
  • Build and maintain relationship with key stakeholders in the value chain.
  • Telecommunications experience would be advantageous.
  • Strong SQL skills with experience in relational OLTP database models (OLAP is a plus)
     

Job Responsibility

  • Plans and executes tactical campaigns, in line with the base growth and retention strategy and marketing concepts, with a good understanding of how they impact customers� perceptions and brand experience;
  • Manages the scheduling and rules that determine message deployment and takes direct ownership for message performance;
  • Understands the customer lifecycle concepts and uses them to help resolve problems and identify solutions to gain commercial improvements;
  • Uses learnings to make recommendations around areas of opportunity related to customer experience and actions to drive performance and improvement;
  • Ensures all marketing activity reflects our brand strategy and tone of voice and that all communications are legally compliant and drive a positive response (careful management of call to action and message impact is essential);
  • Delivers complex marketing tasks or small projects in order to drive revenue from the market and execute them through the sales teams;
  • Collaborates across company and functional teams (e.g. Operations, Brand, Finance, Regulatory, Technology) to ensure smooth delivery of targeted communications and campaigns;
  • Adopts best practice processes/procedures with focus on customer and brand experience.

Skills

  • Modern Marketing Leadership
  • Data Analytics and Insights
  • CVM Campaign Development and Management
  • Always on Marketing