General Manager: Crm And Customer Loyalty

General Manager: CRM and Customer LoyaltyThe Organisation requires the services of a General Manager: CRM and Customer Loyalty in the Tourism and Marketing Division. This position will be based at Groenkloof National Park, Pretoria.
LocationGroenkloof National Park (Head Office)
RequirementsBe in possession of a Degree in Economics, Business Administration, Marketing, Finance, Accounting, Information Technology, Informatics, or related qualificationMust have a minimum of 7 years of management experience in strategic development/management of loyalty, rewards, behavioural programmes, or in any other related areas.Relevant experience in a senior management role is advantageous.Working experience in loyalty programme development, product management, partnership management, direct marketing, and customer relationship management.5 years of Senior Management experience in a commercial deal-structuring environment either in the private or public sector.Expertise in how to establish and manage a Rewards and Engagement programme.Expert knowledge of loyalty programme business and financial models.Sound understanding of the commercial and financial aspects of business.Deep knowledge of CRM technologies and CVM techniques.Ability to exercise sound judgment and creativity in identifying options and risks, to make the right decisions around issues that have the potential to have a significantly impact on the organisation.Ability to develop effective relationships inside and outside the organisation, promote collaboration, and deal constructively with conflict and disagreement.Ability to work in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity.Ability to build trust and provide consultancy to different stakeholders.Ability to speak with confidence and conviction, and build and present a rational case to win support for ideas.Sound knowledge of the relevant legislation and other regulatory instruments applicable to SANParks as a public organisation, as well as the regulatory compliance required for customer loyalty programmes.Entrepreneurial in nature.Design thinking mindset.Strong financial modelling skills and mathematical aptitude.Sound analytical skills – the ability to build and analyse data accurately.Partnership mindset.Relationship management skills.Ability to communicate effectively (written and oral).Ability to work in a client-centric, business partnering environment.Proven capacity to innovate, and promote change.Advanced competency in the use of Microsoft Office Suite applications.Problem-solving skills: be well organized, and have advanced ability to plan, prioritise, and deliver in a pressured work environment; ability to make things happen.Strong organisational and administrative skills.ResponsibilitiesLead the planning and implementation of enterprise-wide rewards and loyalty programmes for SANParks, with objectives aligned to building and growing a solid customer base, increasing customer digitisation, enhancing cross and upsell capability, and sustainably contributing to the increase in tourism revenue.Lead the design, development, and oversee the implementation of a customer management strategy for SANParks focused on ongoing strategic delivery of CRM and loyalty propositions which span a wide spectrum.Deliver a suite of compelling customer loyalty programmes and solutions which directly support the SANParks mandate and strategic intent, thereby maximising organisational, shareholder and stakeholder value.Research, develop, and implement an overall customer value proposition for SANParks, with CRM and loyalty programme positioned at the centre.At both strategic and operational levels, define and implement programme performance metrics and KPIs required for sound programme management.Develop and implement policies and procedures that ensure sound governance for the loyalty programmes and minimise risk exposure for SANParks.Actively contribute to the broader strategic planning and delivery of projects and initiatives for the division from a customer loyalty and CRM perspective.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.Responsible for ongoing management, periodical reviews, and reporting of financial and operational performance of SANParks loyalty programmes.Ensure periodic evaluation and recalculation of key loyalty financial metrics, including points liability, fair value, breakage forecasts, redemption rates, pricing of points, redemption cost per point, and other financial metrics.Keep abreast of the loyalty management developments within the Tourism and Conservation market and ensure the programme remains attractive and competitive, through continuous research & development, benchmarks and best practice analyses, the latest compliance requirements, market intelligence (MI), and business intelligence (BI). Ensure equitable and competitive rewarding of loyalty members by reviewing value propositions at a reasonable frequency or in response to ad-hoc market triggers.At both strategic and operational levels, forecast, manage and analyse programme performance metrics, report on trends and patterns, and institute course correction remedies.Define and map customer journeys to customer lifecycle management (CLM) models, and accordingly implement advanced customer value management (CVM) models which enable automated triggering of precise and well-timed proactive (i.e. growth-driven) and reactive (i.e. recovery-driven) executions within the CRM environment.Oversee loyalty market research, audience segmentation, monitoring the results of ongoing loyalty campaigns, and drawing actionable insights from performance reports to assist in the implementation of best practices in future marketing initiatives.Oversee the ongoing management of invoicing, billing, and settlements between SANParks loyalty programmes and programme partners for accrual and redemption of loyalty points and other member benefits Responsible for the development, implementation, and ongoing management of the overall loyalty partnership strategy for SANParks.Lead & drive strategic alliances and partnerships to deliver value for customers using loyalty as a tool.Build a comprehensive fit-for-purpose multi-sector partnership landscapes that seek to keep SANParks customers engaged anywhere and anytime thereby indirectly extending the organisation's footprint, brand ubiquity and reach through strategic partnerships. Further, establish strategic advantage through the implementation of SANParks co-brand credit card partnerships with banks, as well as reward partnerships with strategically aligned brands in the retail, travel, tourism spaces and other sectors as appropriate.Ensure business casing, effective negotiation, and continuous maintenance of contractual agreements with partners.Ensure effective onboarding of new programme partners by actively leading the technical integration, external marketing, and internal change management activitiesCultivate the "Voice of Customer" culture within SANParks.Develop and implement an appropriate CRM strategy for the management of end-to-end customer lifecycle across the various stages including acquisition, activation, engagement, retention and reactivation, in order to build lasting relationships between the members and SANParks.Develop and implement customer journey mapping as well as lifecycle and value management models to maximise customer retention and lifetime value.Exploit big data to monitor customer development and management KPAs and devise strategies for improvement.Lead organisation-wide, cross-functional strategic initiatives and programs aimed at keeping customers engaged and connected to SANParks.Work closely with the Revenue & Yield department on initiatives intended for achievement of satisfaction indices.Cultivate, manage and contribute to the success of internal cross-functional teams and relationships by ensuring the representation of the department in cross-functional projects, task teams, and committees that focus on revenue, customer experience, acquisition, satisfaction, and retention.Manage training and change management aspects with relevant stakeholders.Compile Opex budget in line with the SANParks budgeting guidelines objectives (Understand PFMA & MTEF budgeting processes).Compile Capex budget according to the procurement needs of the department.Ensure compliance with regulations and standards that govern loyalty programme management, including the GRAP9 and IGRAP6Generally Accepted Accounting Practice standards as they relate to fair value, liability management, loyalty revenue deferment and loyalty revenue recognition.Ensure effective and efficient utilisation of available resources.Implement projects and initiatives within budget, quality, and time.Monitor expenditure and revenue performance variances against the budget on a monthly, quarterly, and annual basis and implement corrective action timeously.Evaluate performance against the Annual Performance Plan target KPIs.Manage supplier and partnership agreements within the prescripts of policies, procedures, and the prevailing SANParks Delegation of Authority framework.Prepare and distribute ongoing financial and operational performance reports in accordance with agreed schedules.Analyse the department's goals and operational needs, and work with HCM to do workforce planning and define human resources requirements.Design, develop, and implement the Customer Loyalty & CRM department's organisational structure.Compile HR plans and staffing requirements for the department, ensuring that staff are appropriately recruited, selected, appraised, and rewarded.Contract periodic KPA's for staff and ensure personal development plans (PDPs) and training programs are in place and managed.Conduct performance reviews in accordance with SANParks' policies and procedures and submit performance reports to HCM as required.R1,042,469.33 – R1,709,150.88
How To ApplyInterested candidates who meet the above requirements should forward their applications accompanied by the required documentation listed below to the following:
Documents RequiredInterested persons who meet the above-stated qualifications should forward their applications which should consist of a cover letter, detailed Curriculum Vitae, certified copies of qualification(s), and Identity Document (certified within the past 3 months).
Applicants in possession of foreign qualifications are to submit evaluated results by the South African Qualification Authority.

#J-18808-Ljbffr