TLC eCommerce & Loyalty Coordinator -Delmas

Dis-Chem Pharmacies; Mpumalanga; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading South African pharmacy chain is seeking an Ecommerce & Loyalty Coordinator to optimize their eCommerce and customer loyalty programs. The role involves managing daily operations, analyzing customer behaviors, and implementing effective marketing strategies while ensuring compliance with legal requirements. Candidates should have a Grade 12 and at least 2-3 years in eCommerce and loyalty program management. This position offers a market-related salary and requires the ability to work collaboratively across teams.

Benefits

Market-related salary

Opportunity for travel nationally

Qualifications

• 2 – 3 years of experience in eCommerce & Loyalty program management.
• Strong understanding of eCommerce platforms and loyalty program software.
• Experience in stakeholder management and communication.

Responsibilities

• Oversee e-commerce team operations to maximize online sales.
• Manage customer loyalty program and develop engagement strategies.
• Collaborate with marketing to drive campaigns and performance.

Skills

Data-driven decision making

Customer service principles

Analytical skills

Marketing strategies

Team management

Education

Grade 12 / Matric

Degree in marketing or e-commerce

Tools

eCommerce platforms

CRM systems

Microsoft Office

Job description

The Local Choice Pharmacyrequire an Ecommerce & Loyalty Coordinator to lead operational management of the company’s eCommerce and customer loyalty programs. The position requires a proactive, data-driven approach to optimize both e-commerce and loyalty operations, ensuring alignment with the company’s overall business goals and customer engagement initiatives.

Essential

• Grade 12 / Matric
• 2 – 3 years’ experience inexperience in eCommerce & Loyalty program management

Advantageous

• Degree in marketing or e-commerce or related field.
• FMCG/Retail Pharmacy experience

ROLES & RESPONSIBILITIES

eCommerce and Loyalty

• Oversee the daily operations of the e-commerce team, ensuring smooth and efficient processes to maximize online sales and customer satisfaction
• Monitor online platforms to proactively identify areas for improvement and implement enhancements to optimize user experience.
• Assist with planning and completing online marketing campaigns and promotions, driving engagement and conversions
• Develop and maintain standard operating procedures (SOPs) for both eCommerce and loyalty operations, ensuring clear guidelines and efficient processes

Loyalty Program Oversight

• Manage the customer loyalty program by loading monthly promotional rules, maintaining the exclusion list, and onboarding new pharmacies to the program.
• Analyse customer data and behaviour to identify opportunities for program improvement and develop personalized engagement strategies
• Support targeted campaigns and promotions to drive loyalty program participation and enrolment, maximizing customer retention.
• Monitor loyalty program performance, generating reports to measure success and the effectiveness of various initiatives.
• Respond to customer inquiries related to the loyalty program, providing timely and effective support to enhance customer satisfaction.

Team Management

• Assess and manage the team to continually improve processes and outcomes.
• Promote a robust culture of accountability, innovation, and performance management across the team, whilst modelling the company’s values.
• Train and guide team members on marketing initiatives and/or campaigns to ensure successful implementation best practices and strategies.
• Conduct training sessions for colleagues on eCommerce and loyalty systems, fostering cross-functional knowledge and operational consistency.
• Assist in setting objectives for the team and tracking progress.
• Assist in facilitating the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders.

Stakeholder Liaison

• Provide prompt and excellent customer service, responding to inquiries and resolving issues related to online orders.
• Collaborate closely with the marketing team to implement effective online strategies and achieve targeted sales objectives.
• Communicate and manage relationships with all stakeholders and 3rd party suppliers

Reporting and Administration

• Keep abreast of industry trends and emerging technologies to continuously innovate and optimize loyalty strategies.
• Manage and execute the continuous development of the ecommerce platform and loyalty program
• Make sure that all legal requirements and compliance are maintained.
• To manage and report back on the department financial budget
• Generate and analyse reports on e-commerce performance, providing insights to support strategic decision‐making.

General

• Adhere to Dis-Chem Policies and Standard Operating Procedures.
• Adhere to Dis-Chem Policies and Standard Operating Procedures.

ROLE COMPETENCIES

Knowledge

Strong understanding of eCommerce platforms, CRM systems, and loyalty program software. Familiarity with customer service principles and best practices in online retail. In-depth knowledge of industry trends, competitor activities, and emerging technologies. Knowledge of data privacy regulations and compliance as related to customer data in eCommerce and loyalty programs.

Cognitive Skills

Analytical skills to interpret customer data and performance metrics, making data-driven decisions. Problem-solving abilities to address issues promptly, enhancing customer experience and operational efficiency. Critical thinking to evaluate and refine e-commerce and loyalty processes for continuous improvement.

Business Acumen

Strong grasp of financial metrics and profitability in e-commerce, including customer acquisition cost (CAC) and customer lifetime value (CLV).

Communication Skills

Strong written and verbal communication skills for engaging effectively with customers, team members, and cross-functional departments. Ability to simplify complex information for non-technical stakeholders. Presentation skills for sharing insights and results with leadership and broader teams

Interpersonal Skills

Ability to build and maintain positive relationships with team members, customers, and cross-functional departments. Collaborate to foster teamwork and open communication within and across teams Empathy and active listening skills to understand team and customer perspectives.

Quality Orientation

Strong attention to detail to ensure accuracy in managing promotional rules, exclusion lists, and invoicing. Commitment to delivering high-quality customer service and improving the customer experience. Ability to create and refine quality assurance processes in e-commerce and loyalty operations.

Self-Management Skills

Time management skills to prioritize tasks and maintain productivity in a fast-paced environment. Initiative to drive innovation in eCommerce and loyalty program operations without direct oversight.

Leadership Skills

Ability to inspire and motivate team members, fostering a positive work environment. Mentorship skills to support team development and nurture emerging leaders.

Management

Capacity to guide team members in achieving operational goals and promoting accountability.

Technical skills

Proficiency in eCommerce platforms and loyalty program software. Understanding of HTML/CSS or basic coding for minor eCommerce site modifications. Computer Skills – Microsoft Office: Word, Excel, PowerPoint and Outlook. Success Factors.

conditions of employment

• Driver’s license and own reliable transport
• Willing to travel nationally
• South African citizen
• Clear credit and criminal records

Remuneration and benefits

• Market-related salary

ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN`T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.