Head: Smart Shopper

**Job Advert Summary**:
The Head of Smart Shopper will be responsible for the strategy and operational execution of Smart Shopper loyalty programme and the development and maintenance of strategic partner relationships in order to enhance Pick n Pay’s overall loyalty proposition. Responsibilities of the role include execution of customer relationship management (CRM) in coordination with the Advanced Analytics team, execution of relevant customer loyalty campaigns, and development of the Pick n Pay Group loyalty proposition. This is a leadership role requiring close collaboration with the Advanced Analytics and Customer Insights teams. Success will lead to increased Smart Shopper customer engagement, growth of the Smart Shopper loyalty customer base, improvements in Pick n Pay net promoter scores (NPS), and incremental increases in revenue through relevant trade activities. The role will report to the Digital Transformation Officer and perform tasks to ensure the optimal use of business resources in the acquisition and maintenance of customer loyalty, and the enhancement of revenue through the loyalty proposition.

The role will champion the ongoing enhancement of the Smart shopper value proposition, customer relationship management, loyalty partnerships, and targeted campaigns for Smart Shopper customers in the business

**Duties & Responsibilities**:
**Details of the role**:
The role will champion the ongoing enhancement of the Smart shopper value proposition, customer relationship management, loyalty partnerships, and targeted campaigns for Smart Shopper customers in the business.

**Customer relationship management (CRM)**:
Customer engagement is a critical KPI for the role and CRM is the key driver of this metric. This will comprise the targeted acquisition, maintenance, and engagement of customers for the Smart Shopper loyalty programme. This requires a strategic approach that is optimised through the use of relevant data in collaboration with the Advanced Analytics team. A high degree of numerical literacy, and a strong critical thinking ability will be required for the role.

The role will also be required to evaluate and ensure efficient execution of relevant targeted and personalised customer trade campaigns, manage the associated budget, and ensure the required post-campaign analysis is performed.

**Loyalty partnerships**:
The role will be responsible for all Smart Shopper specific partners and more broadly responsible for loyalty partners that engage with the Smart Shopper ecosystem. Building, developing, and maintaining the Smart Shopper ecosystem of partners and services is a requirement of the role. This will also entail the co-development of relevant customer campaigns and the negotiation of partner commercial arrangements.

The Head of Smart Shopper will also engage with broader business partners associated with the Smart Shopper loyalty proposition.

**Leadership and collaboration**:
The role requires cross-functional collaboration and an ability to use data to derive and motivate customer trade activities.

**Outputs will include**:
Acquisition of new customers for the Smart Shopper loyalty programme.

Increases in Smart Shopper customer engagement, and overall revenue increases associated with targeted trading activities and increased loyalty.

Post-campaign analysis, reporting and tracking of key metrics and development of insights related to the acquisition, retention, churn, and optimisation of customer relationships.

Development of a strong Smart Shopper team built around the consistent and effective customer relationship management

**Minimum Requirements**:
Bachelor's degree in Marketing, Commerce, Finance, or a related field is essential

A postgraduate qualification preferably at master’s level is preferred

Demonstrable experience working with one of the key elements of loyalty programmes (points or discounts) is essential

5+ years’ loyalty experience with specific knowledge of loyalty points strategy and/or personalised discounts

Experience leading diverse teams within the retail or FMCG industries

Experience working with senior management and executive teams

Knowledge of statistical techniques and critical variables for decision making

Strong leadership and project management skills are essential

Established track record of working cross-functionally and building alignment between teams

Knowledge of retail, FMCG, and eCommerce value chains is required

Knowledge of customer analytics, consumer insights and/or loyalty programmes is preferred

Some data analytics experience is strongly preferred

**Competencies**:
Strategic Thinker

Analytical Collaborative

Commercially astute

Resilient Agile

Change manager

Adaptable, analytical thinker who can work both strategically as well as in a hands-on/executional capacity

Self-motivated and independent, with the ability to influence others without direct management

Excellent oral and written presentation skills

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