Loyalty & Customer Services Manager

Loyalty & Customer Services Manager – Sun International Job Purpose Responsible and accountable for the effective delivery of the Customer loyalty programme, on‑site customer services support, and the growth and hygiene of the MVG Database. Key Performance Areas Delivered Direct Marketing Campaigns Have a clear understanding of consumer regulations and legislation and competitor direct marketing offerings. Perform analysis and interpretation of data to understand unit customer trends using business intelligence tools and recommend actions. Understand current campaign details, communicate with stakeholders, and elicit buy‑in. Allocate resources for delivery of direct marketing campaigns at a unit level. Conduct quality assurance on offers and content to ensure a seamless execution of the campaign. Report and provide feedback to Group marketing on campaign success. Customer Loyalty Programme Management Oversee the effective functioning of the MVG desk. Ensure employees are proficient in the MVG loyalty programme and benefits. Monitor and audit data hygiene in the Bally EGS system. Promote the MVG Loyalty programme to maximise sign‑ups. Build and maintain positive relationships with MVG guests at events. Develop and update SOPs around redemption of points and issuing of rewards. Track and reconcile expenses to allocated budget. Conduct financial PIP forecasts. Customer Services Case Management Monitor guest correspondence received via Group Customer services. Respond to guests, acknowledge requests, and redirect queries to the appropriate departments. Track cases until resolution is achieved or feedback completes. Ensure resolution of outstanding issues and manage escalated customer issues. Update the customer services system with complaint and query resolution details. Stakeholder Relationship Management Develop and deliver internal communication messaging around direct marketing campaigns and loyalty programme. Source and select vendors for direct marketing deliverables. Communicate with vendors regarding campaign requirements and optimise within budget. Negotiate pricing to mutual benefit. Evaluate post‑mortem of marketing campaigns. Liaise with gaming stakeholders for MVG card holder special requests and promotions. People Management Manage staff conditions of employment, attendance, leave, and adherence to policies. Manage payroll costs for the department. Identify employee training needs and provide on‑the‑job training. Coach to close developmental gaps and build succession pipeline. Handle employee relations and performance contracting. Recruit and resource for talent within the department. Onboard new staff members. Education Grade 12 3‑Year Degree in Marketing is preferred Experience At least 6 years’ experience with 3 years at a management level; preferably within the casino industry. Two years of database marketing and analysis experience. Bally EGS or other relational database software experience is an advantage. Knowledge and experience with loyalty programmes. Skills And Knowledge Core behavioural competencies Analytical skills Planning Decision‑making Evaluating and developing Influencing others Reviewing and evaluating feasibility, compliance, alternatives Controlling and directing resources Stakeholder relationship management Representing and marketing Presenting Customer orientation Technical / proficiency competencies Strong English verbal and written communication skills Business acumen Digital acumen Statistics Financial management Emotional resilience Business Intelligence interpretation Advanced Excel; Bally EGS, Qlikview Project management InQuba / Clarabridge system knowledge developed on the job Note The appointment of a candidate is at Sun International's sole discretion, taking into account relevant factors, including Sun International's employment equity plan.Applicants not contacted within one month after the closing date are deemed unsuccessful.By applying, you consent to Sun International processing your personal information under the Protection of Personal Information Act 4 of 2013 and to conducting reference checks and confirming the accuracy of information provided. #J-18808-Ljbffr