Deputy Manager Loyalty

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

Purpose

K-Electric has embarked on an exciting transformation journey to change how we interact with our customers. As part of this journey, we are now recruiting for the role of Loyalty Specialist to design a rewards journey for our 3.5+ Million customers.

This entirely new role would be responsible for initiating and leading KE’s flagship Loyalty Program, designing and delivering the strategy for customers. The position would require engaging with multiple internal and external stakeholders across the business to attract and create value for members, driving customer acquisitions and engagement through partnership development, promotional activities, events and proposition enhancements. The incumbent would be responsible to lead and explore new vendors and service providers whose offerings can be leveraged to KE customers. Also entails monitoring market trends, following technological innovations, and developing a consistent channel for analysis to discover new offerings and avenues of customer benefits.

The individual would explore financial/non-financial offerings which can be extended to KE consumers by capitalizing on the strengths of the current value chain and augmenting it through channelized data strategy. Also responsible for extracting all Consumer and Business Insights for the potential offerings, performing the necessary analytics to track budget, monitor statistics, determine trends, variances and identifies opportunities for improvement. Through strong stakeholder management this position is expected to develop and foster positive corporate relationships with discount aggregators, State Bank, product development organizations, as well as other entities such as 1 Link, Visa, and MasterCard to explore their suite of services offered.

Education

Business Graduate (Marketing, Finance, Economics, Business Administration) / Financial qualification

Experience

Over 4 years+ experience in the domain of loyalty program implementation for B2C organizations in Project Management capacity. Must have understanding of partnerships’ infrastructure and processes. Must have Financial Acumen and Experience in B2B Alliances.

Area Of Responsibilities

Loyalty and Customer Retention (40%)

• Lead KE’s customer retention and loyalty objectives in coordination with relevant stakeholders. Deliver a targeted loyalty program for the defined customer base to build brand equity. Monitors monthly changes in consumer behavior to enrich the offering.
• Design and execute the loyalty experience and roadmap across all customer service channels. Examine available consumer data to propose an evolving eligibility criterion for the loyalty domain.
• Identify and onboard loyalty specialists and aggregators for planning the program. Develop and explore suitable vendors with history of B2C retention plan executions. Research the market for effective negotiation, develop business case, and finalize the vendor.
  
  

Strategic Alliances and Partnerships (30%)

• Actively initiate partnerships with telcos, banks, fintech to solve problem statements for promotion of KE’s digital payments domain.
• Execution and management of all promotional campaigns. Ownership of the entire process from planning to execution. Engages and liaise with internal and external stakeholders to ensure smooth rollout.
• Coordinating with IT and IS to for smooth onboarding of integrations, ensuring all campaigns are launched within the defined timeframe.
• Leading the reporting and analysis on metrics to measure ROI from partnerships.
• Managing the current portfolio of strategic partnerships
• Collaborate with existing partners to introduce new products based on global practices/examples/trends.
  

Recovery as a System (30%)

• Conduct thorough market research with respect to finding the right set of technological interventions in the recovery as a system project.
• Assist in the implementation of customer facilitation projects such as WhatsApp for Business, Robocalls, Tiny URL (determining the services we can provide through it) etc.
• Assist in designing the pilot phase of each project coupled with an entire roll out plan of each recovery initiative.
• Ensuring reporting and highlighting project progress and objective to leadership for buy-in.
• Assist in the development of organization’s data architecture and maintain a pull mechanism to stream updated customer data.
  
  

Skills

• Project Management
• Excellent Stakeholder Management
• Contingency Management
• Data Crunch and Insight driven analysis
• Decision Making & Problem Solving
• Analytical and Critical Thinking
• Negotiation Skills
• Creativity
• Innovative Approach
• Communication (Written, Verbal & Presentation)
• Planning and Organizing
  
  

Knowledge

• Strong grip required of business commercial domain
• Strong financial and data analytics concepts
• Knowledge of ongoing initiatives by other organizations
• Great sense of business opportunities for potential partnerships
  
  

Competencies

Builds High Performance Team > (Value = Respectful / Energized)

DRIVES CHANGE > Value (ENERGIZED)

DRIVES RESULTS > Value (CUSTOMER CENTRIC + ENERGIZED)

INTERNAL & EXTERNAL STAKEHOLDER MANAGEMENT > Value (CUSTOMER CENTRIC + RESPECTFUL)

MENTAL AGILITY > Value (ENERGIZED)

SELF AWARENESS > Value (ACCOUNTABILITY)

Safe

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.