Squad Lead: Rewards and Personalisation

5 months ago

Brackenfell, South Africa ShopriteX Full time

**Value Proposition**

We set the digital agenda to keep ShopriteX leading in an uncertain and fast-moving environment. We drive the development, provision and operation of our digital products and services using new and existing technology and agile delivery methods to deliver at pace. At the same time, we provide a home for digital skills to both develop and extend the technical, people and business skills needed to ensure continuous development and growth of our digital capability.

**Role Purpose**

The purpose of the Squad Lead**:Rewards and Personalisation role is to deliver digital and analytical solutions that optimises Shoprite's customer engagement capabilities while delivering customer growth and profitability within the Rewards program. The role plans and orchestrates the development and delivery of these solutions through a cross functional team of data scientists, analysts, product managers, agile delivery and technology teams in incremental deployments, and aligns them around a roadmap of use cases. The role works in close partnership with business stakeholders including buying, commercial, marketing and operations teams, to ensure solutions developed are fit-for-purpose and enable the delivery of Shoprite's customer engagement and growth agenda. The role also works in close collaboration with the broader Digital team, other Squad Leads and Chapter Leads to effectively manage inter-squad dependencies and optimise squad capacity, resourcing and utilisation.

The Squad Lead: Rewards and Personalisation is a strategic, commercially-minded and creative individual who not only understands how to generate and translate data into meaningful insights but also understands how to unlock its commercial value.

**Role Description**
- Strategic lead in driving customer engagement and delivering customer growth and profitability within the Rewards program.
- Lead the customer engagement squad, overseeing build and operating activities of all related strategies while effectively guiding, managing and maximising the squad's ability to deliver sprint goals and KPI's.
- Work with business stakeholders to deliver their business objectives through customer centric campaigns.
- Unlock new customer opportunities to keep customers engaged with the Rewards program.
- Acquire new customers through constant research and optimisation of various Rewards strategies.
- Development, execution and analysis of customer lifetime value / customer life-cycle campaigns.
- Planning and delivering Rewards CRM strategies that encourage customer retention and customer loyalty.
- Grow customer profitability by utilising the full suite of offers from the Shoprite Group.
- Work closely with all departments to ensure the Rewards Customer Engagement works effectively for all aspects of the Shoprite Group.
- Use direct and owned marketing channels to communicate personalised experiences to customers.
- Manage campaign budgets and deliver a positive ROI.
- Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
- Work with data science capabilities to use technology to deliver a personalised experience for customers across all channels.
- Drive personalisation across all customers aspects - right product, right offer, right time, right channel.
- Work with Shoprite Product team to deliver a strong omnichannel customer experience.
- Support commercial teams to ensure strong promotional coverage of rewards deals.
- Work with brand teams to ensure rewards deals and campaigns are a focus in all ATL marketing channels.

**Qualifications and experience**
- Degree or Diploma in Business, Marketing or a related field - (essential).
- +6 years' in a similar capacity or role, with progressive and diverse experience developing and deploying marketing and CRM strategies, including leading customer loyalty, personalisation and direct marketing programs - (essential).
- Proven track record of driving organisational culture that instills focus on customer satisfaction by continuously improving services, processes, systems, and collaborative capabilities - (essential).
- Proven track record of using customers data and technologies to personalise the customer experience - (essential).
- Demonstrable experience in an agile environment, particularly delivering strategic roadmaps and owning specific agile events such as backlog refinement and sprint reviews - (essential).
- Experience leading and coaching a multi-disciplinary team and driving results through cross-functional collaboration - (essential).
- Strong proficiency in MS Office 365 with an advanced level of Excel capability - (essential).

**Key competencies and work ethic**
- Strategic and conceptual thinker - Combines advanced analytics with strategy and technology to enable long-term decisions and roadmaps. Deals comfortably with unstructured data and thinks creatively around a brief. Able to think through problem solutions, sel

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