Squad Lead: Rewards and Personalisation

2 weeks ago

Cape Town, Western Cape, South Africa Shoprite Full time

Value Proposition

We shape the digital landscape to ensure ShopriteX remains at the forefront in a rapidly changing environment. Our focus is on driving the development, provision, and operation of digital products and services using innovative technologies and agile delivery methods to maintain a fast pace. Additionally, we foster a digital-savvy environment where individuals can enhance their technical, interpersonal, and business skills, contributing to the continuous advancement and expansion of our digital capabilities.

Role Purpose

The Squad Lead: Rewards and Personalisation plays a crucial role in delivering digital and analytical solutions that enhance Shoprite's customer engagement capacities, leading to customer growth and increased profitability within the Rewards program. This role involves planning and coordinating the development and implementation of such solutions through a diverse team including data scientists, analysts, product managers, agile delivery, and technology teams, ensuring alignment with a roadmap of use cases. Collaborating closely with various business stakeholders such as buying, commercial, marketing, and operations teams is essential to guarantee that the solutions developed meet the requirements and support Shoprite's customer engagement and growth objectives. Moreover, working in collaboration with the wider Digital team, other Squad Leads, and Chapter Leads is critical for managing cross-squad dependencies effectively and optimizing squad resources, capacity, and utilization.

The Squad Lead: Rewards and Personalisation is a strategic and creative individual with a business-oriented mindset, possessing the ability to interpret data into valuable insights and unlock its commercial potential.

Role Description

  • Lead the customer engagement squad, overseeing the development and operations of related strategies to achieve sprint goals and KPIs efficiently.
  • Create a product roadmap for customer engagement, leveraging it to inform backlog creation and prioritization, while guiding teams to tackle the right challenges and develop appropriate solutions using agile methodologies.
  • Collaborate with business stakeholders to fulfill their objectives through customer-centric campaigns.
  • Identify new customer opportunities to maintain customer engagement with the Rewards program.
  • Implement and analyze customer lifetime value and life-cycle campaigns.
  • Develop and execute Rewards CRM strategies to enhance customer retention and loyalty.
  • Enhance customer profitability by leveraging the full range of offers from the Shoprite Group.
  • Ensure effective operation of Rewards Customer Engagement across all areas of the Shoprite Group by closely collaborating with different departments.
  • Utilize various marketing channels to deliver personalized customer experiences.
  • Manage campaign budgets effectively to achieve a positive ROI.
  • Devise testing strategies for CRM aspects to determine the most efficient approach for the company and its products.
  • Collaborate with data science capabilities to provide personalized experiences for customers across all channels.
  • Promote personalization in all customer interactions such as product recommendations, offers, timing, and channels.
  • Work with the Shoprite Product team to provide a seamless omnichannel customer experience.
  • Assist commercial teams in ensuring extensive promotional coverage for rewards deals.
  • Coordinate with brand teams to prioritize rewards deals and campaigns through various marketing channels.

Qualifications and Experience

  • Degree or Diploma in Business, Marketing, or related field (required).
  • Over 6 years of experience in a similar role, with a proven track record in developing and implementing marketing and CRM strategies, including customer loyalty programs (required).
  • Demonstrated ability to leverage customer data and technologies to customize the customer experience effectively (required).
  • Experience in an agile environment, particularly in strategic roadmap delivery and ownership of agile events like backlog refinement and sprint reviews (required).
  • Proficient in MS Office 365 with advanced Excel skills (required).

Key Competencies and Work Ethic

  • Strategic and conceptual thinker, blending advanced analytics, strategy, and technology to guide long-term decisions and roadmaps.
  • Analytical, data-driven, and highly numerate, with the capability to collect, organize, and interpret various data sets for decision-making.
  • In-depth knowledge and enthusiasm for data and its business applications.
  • Possess commercial and financial acumen, understanding the impact of financial principles on business operations and profitability.
  • Demonstrate leadership skills to enhance team morale and drive results through collaboration.
  • Cultivate strong relationships internally and externally, being open to feedback and collaborating effectively.
  • Be a change agent, actively seeking opportunities for improvement and adaptation.
  • Show expertise in project management, handling multiple projects of varying complexities.
  • Display innovation in problem-solving and a proactive attitude towards driving business outcomes.
  • Excellent communication skills to engage with a diverse audience and convey complex ideas clearly.

Our Group is dedicated to fostering a diverse and inclusive work environment that appreciates the unique contributions of every individual. We strive to create a workplace where everyone is valued and included.

We uphold Employment Equity principles in all internal and external recruitment processes.

Kindly note that by applying to this position and providing your personal details, you consent to Shoprite Checkers (Pty) Ltd and its subsidiaries processing your information for recruitment purposes. Your data will only be used for recruitment and will be securely destroyed after use, as per legal requirements.

If you do not receive a response within 14 days, please consider your application unsuccessful. All personal data collected during the application process will be securely disposed of in compliance with applicable laws.

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