Head: Rewards and Loyalty

Objective:

Responsible for the strategic, creative design and implementation of an enterprise wide rewards and engagement programme for the company.

The objectives of the programme will be aligned to the bank’s strategic aspirations of growing the customer base, increasing customer digitisation, enhancing cross and upsell and contributing to the increase in Non Interest Revenue.

The scope of the programme will span across the entire product range of the bank and will assist the retail channels in achieving their strategic aspirations.

The role is envisaged to include the design and management of the strategy as well as build the models and capability to reward customers from an earning and redemption of points perspective.

In addition to the accountability for strategic development and implementation, the role is also required to manage and be accountable for the day to day operations of the department including but not limited to team projects, campaigns, reporting and invoicing and ensuring that these responsibilities are all completed to the highest level of quality, on time and within budget.

The candidate will represent the bank and be responsible for managing all existing rewards partner relationships and manage the in-house team (The Partnership teams including the Loyalty management system provider and Reward partners / merchants who offer goods and vouchers).

The candidate will Lead & drive strategic alliances & partnerships to deliver value for customers using loyalty as a tool.

The role is also required to work closely with third party vendors to maximize program effectiveness, but also internally with both executives and other heads of departments and channels.

Working with the technical teams to ensure delivery and stability of systems will also be a key requirement.

Marketing and campaign management is an integral part of ensuring the success of this programme and as such, this role will be required to work closely with the marketing, product and channel teams.

Qualifications and Experience Required:

• Postgrad Degree in Business Administration/Finance/IT or Equivalent

• Additional professional qualification/certification in behavioural economics would be an advantage.

• Seven (7) years experience in building and managing rewards or behavioural programmes, or in any other related areas.
• Proven ability and experience leading direct reports including performance supervision, development and resource management, including project management.
• Proven experience in innovating and designing initiatives, as well as building and establishing businesses both on a stand alone basis as well as part of a broader organisational structure.