Manager - Loyalty Management at MTN Nigeria

Division: Marketing

Mission:

• Support the drive for volume share through exciting and stimulating incentives across all market segments and create a companywide loyalty program

Description:

• Develop elements of the loyalty program in conjunction with Segment managers to influence customer usage patterns and retention from program members.
• Develop and implement retention strategies along agreed customer journey working closely with the segments and regions.
• Apply research and analytic skills to accomplish business objectives: analyze data, search for trends, develop key findings, conclusions and indicated actions from qualitative/quantitative consumer and customer research
• Develop advertising/communication concepts in support of MTN’s loyalty scheme  
• Manage advertising/promotions/events independently from concept stage (agency briefing–script-storyboard development) to execution (production- flighting)
• Define and develop link and key principles with the Customer Experience team and Sales to develop relevant tools to support loyalty programs being part of everything we do in MTN Nigeria, or at least treating our most loyal customers as extra special guests across those two touch points
• 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
• 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 MTN 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, developing and retaining customers
• Develop, execute, and optimize communications to raise customer awareness and comprehension
• Develop executive-level summaries and recommendations to gain approval for new Customer Loyalty Initiatives
• Define Loyalty Programs Strategy and framework for various types of market maturity levels 
• Use insights to develop and recommend communication strategies and creative solutions in driving both behavioral and attitudinal loyalty across customer segments.
• Develop creative briefs for developing program messaging at a variety of customer touchpoints aimed at member lifecycle management
• Provide delivery and performance tracking support to management.
• Identify opportunities and leveraging of all loyalty offerings to take advantage of such opportunities.

Education:

• First degree in marketing or any other Social Science discipline
• MBA from a reputable local/ International institution an advantage
• Fluent in English

Experience:

6 - 13 years’ experience which includes:

• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
• 2 to 3 years’ experience in managing premium brand or proposition
• Experience in developing loyalty programmes and incentives for customer segments