Lead, Rewards & Personalisation Strategy

Boardroom Appointments

Cape Town

On-site

ZAR 900,000 - 1,500,000

Full time

14 days+

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Job summary

Boardroom Appointments is seeking a Squad Lead: Rewards and Personalisation to drive customer engagement and loyalty programs. You will own the rewards roadmap, lead a cross-functional squad and deliver sprint goals with KPIs.

You will leverage customer data and MS Office 365 to design lifecycle campaigns, lifestyle value segments and personalisation strategies. The role requires agile delivery experience and a track record of influencing stakeholders.

Qualifications

Degree or Diploma in Business, Marketing or a related field (essential).
+6 years in a similar capacity or role, with progressive and diverse experience developing and deploying marketing and CRM strategies, including leading customer loyalty, personalisation and direct marketing programs (essential).
Proven track record of driving organisational culture that instills focus on customer satisfaction by continuously improving services, processes, systems, and collaborative capabilities (essential).
Proven track record of using customers data and technologies to personalise the customer experience (essential).
Demonstrable experience in an agile environment, particularly delivering strategic roadmaps and owning specific agile events such as backlog refinement and sprint reviews (essential).
Experience applying agile analysis techniques for creating user stories and acceptance criteria (essential).
Experience leading and coaching a multi-disciplinary team and driving results through cross-functional collaboration (essential).
Strong proficiency in MS Office 365 with an advanced level of Excel capability (essential).

Responsibilities

Strategic lead in driving customer engagement and delivering customer growth and profitability within the Rewards program.
Lead the customer engagement squad, overseeing build and operating activities of all related strategies while effectively guiding, managing and maximising the squads ability to deliver sprint goals and KPIs.
Build the product roadmap for customer engagement and apply the roadmap to inform the creation and prioritisation of the backlog.
Orchestrate all related activities, while guiding teams to focus on solving the right problems and developing the right solutions following agile methodology.
Work with business stakeholders to deliver their business objectives through customer centric campaigns.
Unlock new customer opportunities to keep customers engaged with the Rewards program.
Acquire new customers through constant research and optimisation of various Rewards strategies.
Development, execution and analysis of customer lifetime value / customer life-cycle campaigns.
Planning and delivering Rewards CRM strategies that encourage customer retention and customer loyalty.