Customer Loyalty Manager Job at Etisalat Nigeria

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Job Title: Manager, Customer Loyalty  

Location: Lagos, Nigeria

Employer: Etisalat Nigeria

Job Summary:

•   Develop Customer Loyalty Programs and Marketing strategies for now and into the future. Job holder will interface with other Commercial functions to ensure strategic alignment and active usage of Loyalty programs as key strategic lever to deliver business and customer goals within budgetary guidelines

•   Principal business outcomes include maximizing the life-time value of existing customers and drive acquisition of new customers through Loyalty programs

•   Identify opportunities and take action to build strategic partnerships that will drive the Customer Loyalty programs

Principal Functions:

•   Define Loyalty Programs Strategy and framework for various types of market maturity levels

•   Review and optimize Customer Loyalty Programs to right level of customer engagement vs. cost of programs- making it a more effective marketing tool that amplifies all Etisalat Nigeria business goals towards stronger customer engagement and customer profitability.

•   Define the measurement of success and health of loyalty programs, ensuring consistent metrics are actively being used at market level.

•   Identify and drive initiatives to maximize the efficiency and effectiveness of the Customer Loyalty program in driving customer engagement and value

•   Design and manage communications strategy focused on attracting and retaining customers

•   Develop, execute, and optimize communications to raise customer awareness and comprehension

•   Prepare executive-level summaries and recommendations to gain approval for new Customer Loyalty Initiatives

•   Manage the operations and fulfillment processes of the Customer Loyalty programs, managing the program budgets with responsibility for ROI

•   Manage Customer Loyalty program performance and customer activity reporting to address areas including customer segmentation, program and campaign level impact (return on investment and profitability), customer demographics, and benefits usage recommending reasoned adjustments to the program

•   Establish and manage relationships with vendors, Partner Merchants and internal resources to coordinate delivery for effective programs and promotional campaigns that are consistent with branding and general product merchandising

•   Interface with the Marketing teams, Retail stakeholders, Customer Service and all other stakeholders to ensure strategic fit of Loyalty marketing within broader functional strategies.

•   Define and develop link and key principles with the Customer Experience and Sales teams to develop relevant tools to support loyalty programs being part of everything we do in Etisalat Nigeria, or at least treating our most loyal customers as extra special guests across those two touch points

•   Customer Focus ? Considers how actions or plans will affect customers; responds quickly to meet customer needs and resolve problems; implements ways to monitor and evaluate customer concerns, issues, satisfaction and to anticipate customer needs.

•   Innovation ? Generates innovative solutions to situations; trying different and novel ways to deal with problems and opportunities.

•   Planning and Organizing ? Determines project/assignment requirements by breaking them down into tasks and identifying types of equipment, materials, and people needed; develops timelines and milestones; takes advantage of available resources to complete work efficiently and coordinates with internal and external partners when appropriate

Educational Requirements: First degree or equivalent in a relevant discipline.

Experience,Skills & Competencies:

•   Six (6) to eight (8) years work experience, with at least three (3) years in a supervisory role

•   Proficient ability to communicate effectively with others (Oral and written)

•   Proficient presentation skills to effectively present information to an audience of varying responsibility within the company

•   Proficient relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership

•   Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potentially conflicting priorities

•   Demonstrated capacity for gathering/scrutinizing data to identify issues, opportunities, patterns, and sustainable business solutions

•   Ability to assertively solve practical problems and deal with a variety of concrete variables

•   Proficient knowledge of Windows-based computers and Microsoft Office programs; specifically, Excel, Outlook, PowerPoint, Project and Word

•   Experience in managing loyalty or equivalent multi-million dollar programs required

•   Working knowledge of campaign management and direct marketing methods

•   Proficient knowledge of enhanced end to end management of customer experience principles

•   Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities

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