Commercial Lead-Loyalty Operations
The Commercial
Lead, Loyalty Operations role is responsible for cascading the overarching
WFS Loyalty Product strategy and operationalizing this to propel customer
centric solutions that improve the total customer experience and deliver
business value to the enterprise. Optimizing the loyalty
program that drives customer engagement, retention, and profitable behavioural
shifts creating mutual value for customers and the business. It is also responsible for integration with
our retail partner and potential other partners in future to implement strategies and enhancements that continually improve the
attractiveness and commercial benefits of WFS Loyalty products.
Key areas of focus
include:
- Strategic
Contribution
- Revenue
and Commercial Optimization
- Project
Management
- Partner
and Stakeholder Relationships
- People
Management
- Execution
of loyalty program processes, offers, and customer interactions.
- Data
Analytics - Tracking and evaluation of program performance, campaign
effectiveness, and ROI metrics.
- Configuration
and optimization of behavioral challenges, reward rules, and incentive
modelling.
- Application of
legal and risk frameworks to loyalty campaigns, ensuring regulatory adherence
and control design.
- Strategic Contribution
o Participate in crafting the
Loyalty Product Strategy, based on an understanding of the WFS context and
aligned to WFS practices.
o Collaborate with other business units to sponsor
and deliver loyalty solutions that meet customer needs and expectations.
o Set frameworks for the presentation of nascent
loyalty concepts to customers in a way that will reliably capture customer
insights.
o Operationalize the loyalty
strategy, positioning it as an accelerator of the CVP, and a driver of value
and revenue creation.
o Translate
customer insights and market trends into actionable loyalty initiatives that
align with both credit and retail business goals.
- Revenue and Commercial Optimization
o Elevate research insights to focus the loyalty strategy
on distinct customer needs, thereby enhancing value propositions to WFS’s
existing and target customer bases.
o Create and implement operational plans to achieve the
scalability requirements of the loyalty offering ensuring
alignment with both credit and retail business models.
o Recommend adjustments to Loyalty offerings on early
customer perceptions and feedback shaping the
Customer Value Proposition (CVP) in real time.
o Quantify success metrics and targets leveraging market
intelligence to develop tactics and value propositions that resonate with WFS
customers.
o Identify innovation opportunities within Loyalty that
offer the maximum commercial potential and the highest likelihood
of influencing customer behaviour.
o Collaborate
with the Principal Data Scientist to interpret customer data and behavioural
trends, ensuring loyalty strategies are both data-informed and commercially
viable.
o Oversee
the execution and administration of loyalty program processes, offers, and
customer interactions, ensuring
operational excellence and customer satisfaction.
- Data-driven
Campaign / Project Management
o Develop
and embed business analytics as a capability to drive customer segmentation and
personalisation strategies.
o Identify
and leverage common goals between planned initiatives. Provide guidance to the
business on ensuring integration between the objectives and the coordination of
timelines and impacts on other
sub-functional areas in the WFS business.
o Manage foreseeable risks by adequately
capacitating the campaign/project teams to identify risk and to drive efficient
project and programme delivery.
o Review campaign/project plans and ensure that
adequate planning and execution mechanisms are in place for communication,
stakeholder engagement and monitoring of impacts and calculating ROI.
o Development of customer
lifetime value models and behavioural analysis.
o Creation of loyalty-focused reporting and dashboards.
o Guide the development of predictive models for customer engagement and
churn.
o Ensure data-driven decision making across all loyalty initiatives.
- Program
management
o Provide
input into the design and implementation of new loyalty programs
and features.
o Manage
the integration of loyalty programs with existing product offerings.
o Drive
digital transformation initiatives within the loyalty space.
o Manage vendor relationships and technology
partnerships.
o Ensure operational excellence in program
delivery and execution.
- Partner and Stakeholder Relationships
o Manage
the integration of the new loyalty program across the WFS and Woolworths
landscape to ensure delivery of required capabilities, enable new engagement
opportunities, and strengthen existing synergies.
o Establish
and maintain strong relationships with key stakeholders, including Woolworths,
ABSA, and other strategic partners to support commercially viable
decision-making and execution.
o Collaborate
with marketing, product, and technology teams to ensure loyalty initiatives are
well-coordinated, customer-centric, and aligned with operational goals.
o Manage
cross-functional teams to deliver integrated loyalty solutions that span credit
and retail touchpoints.
o Oversee relationships with external
vendors and service providers to ensure high-quality delivery, compliance, and
operational efficiency.
- People Management
o Lead
the Team according to WFS's leadership principles and values, including
employee lifecycle from recruitment through to exit, performance management,
training and development, discipline and grievance management, retention, and
reward and people administration, to ensure a high-performance culture.
- Financial Acumen
o Understanding
of financial levers and customer behaviours that
enable a profitable Loyalty Programme.
o Leverage financial acumen on business
commercials and loyalty to make informed decisions, prioritize effectively, and
align our loyalty strategy with the organization's financial goals.
o Support identification of common metrics and
KPIs used to measure Loyalty Program performance.
Requirements
MINIMUM
QUALIFICATION
o Postgraduate Qualification (minimum Honors) in Finance or equivalent.
EXPERIENCE
REQUIRED
o 7+ years of experience working in a Financial Services / Consumer
organization, of which at least 3 years’ experience should be within a Senior
Leadership capacity. Proven experience in scaling offerings to enhance revenue
generation.