Job category: FMCG, Retail, Wholesale and Supply Chain
Location: Cape Town
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
To co-ordinate and maintain the enrolment process and acquisition of customers, monitor data capturing quality, monitor ClubCard stationery stock levels and placing of replacement orders and provide assistance in operational aspects to the Operations and Acquisitions Manager.
Job Objectives:
- To ensure knowledge and compliance of loyalty policies and procedures across all levels of the organisation, its partners, and suppliers.
- To assist with growth and maintenance of registered active loyalty memberships by managing and improving the acquisition and retention process and activities to reach set targets, as well as to report on these measures to the business.
- To communicate the loyalty campaigns and initiatives efficiently and timeously to internal stakeholders through the agreed channels to increase loyalty sales contribution.
- To assist with internal stakeholders communication (ie. store compliance & operations) on the improvement and maintenance of processes to ensure consistency of customer experience with the loyalty programme.
- Designing, maintaining and sharing loyalty training material and operational guides to ensure consistency in customer experience and delivery of benefits.
- To manage and maintain the loyalty benefit updates across systems ie. HealthyCare & Baby Club product lists.
- Observing, reviewing and analysing loyalty operational processes to identify inefficiencies and areas where improvements could be made.
- Delivering reports and feedback to management team on loyalty membership and benefits performance.
Knowledge:
- Knowledge of CPA
- Knowledge of POPI
- Proficient in Microsoft and Office tools; specifically, MS Teams, MS Outlook, SharePoint, Excel, PowerPoint, and Word.
Skills:
- Good time management, prioritisation, and multitasking abilities.
- Excellent interpersonal skills to build strong relationships.
- Effective presentation and communication skills, including speaking and writing.
- Excellent planning, organising and problem-solving skills.
- Analytical thinker and good eye for detail.
- Methodical about analysing loyalty processes and systems to fully understand their functions.
- Adaptable and comfortable in a high-pressure environment.
Education:
Recognised post-matric qualification.
Job Experience:
Minimum two (2) year work experience as an Operations Coordinator or similar role.
Competency Requirements:
- Delivering Results and Meeting Customer Expectations.
- Learning and Researching.
- Working with People.
- Adhering to Principles and Values.
- Following Instructions and Procedures.
- Relating and Networking.
- Planning and Organising.
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