Loyalty Manager Payments at Safaricom Kenya

Detailed Description

Reporting to the Senior Manager, Campaigns and Performance Marketing, the position holder will be responsible for overall M-PESA products’ loyalty, engagement, and retention. You will work closely with other squads and departments to identify customer behavior changes, pain points, changings trends and identify areas of revenue opportunity. In addition, you will champion the initiatives to ensure successful responsiveness to collected insights.

Key Responsibilities

• Engages and influences cross functional teams in loyalty strategy to ensure M-PESA loyalty priorities are supported and enabled.
• Own and extend M-PESA loyalty programs, initiatives, and partnerships.
• Monitor M-PESA loyalty campaign performance on an ongoing basis and continuously optimize tactics to improve effectiveness in achieving targets.
• Perform in-depth loyalty campaigns and programs analysis to understand the effectiveness as well as make strategic recommendations.
• Work with research and retention teams at the call center to track the VOC (Voice of Customers) for different initiatives and programs.
• Assist to develop CRM and CVM strategy and leverage key insights and advanced analytics.
• Establish and maintain relationships with loyalty vendors, sales partners, and other members to coordinate the effective delivery of loyalty programmes and promotional campaigns.
• Review the loyalty campaign platform, communication channels, and customer touch points to provide recommendation for future enhancement and improvement.
• Develop and follow through the implementation and execution of M-PESA engagement programs.

QUALIFICATIONS

• Degree in Business or IT related field .
• Very strong focus on Customer insights and proven ability to combine numbers and analytics to understand, predict and influence customer behavior.
• Strong awareness of market trends, competitive impacts, and market opportunities.
• Achievement oriented.
• Innovative and creative.
• Strong interpersonal and people skills.
• Strong communication skills.
• Highly organized, conscientious and detail oriented.