Program Manager: CRM

The Organisation requires the services of a Program Manager: CRM & Loyalty in the Tourism and Marketing Division. This position will be based at Groenkloof National Park, Pretoria.

**Location**:
GROENKLOOF NATIONAL PARK (HEAD OFFICE)

**Requirements**:

- Be in a possession of a BCom degree in Business Administration, Economics, Marketing, Informatics, or related discipline.
- A relevant post-graduate qualification is an advantage.
- Project management certification is desirable
- Should have a minimum of five (5) years of experience at management level.
- Should have five (5) years’ experience in a customer loyalty programme management.
- Should have experience in new product development, change management, turnaround, business improvement, or process improvement, working with cross-functions teams.
- Experience managing projects in dynamic, diverce, high-energy, and fast-paced environment is an advantage.
- Experience working in travel, tourism and hospitality industry will be an advantage.
- Experience working with the technological, commercial, and financial aspects of a customer loyalty programme will be an added advantage.
- Understanding of the tourism and conservation industry.
- Understanding of relevant legislation.
- Knowledge of Project management principles.
- Understanding of product development principles.
- Sound knowledge of loyalty strategies and retention programme management.
- Knowledge of Financial management principles.
- Knowledge of governance and risk management principles.
- Communication (verbal and written) skills.
- High level negotiation skills.
- Interpersonal, presentation and facilitation skills.
- Change management skills.
- Financial management & reporting skills.
- Planning and organising skills.
- Leadership and problem-solving skills.
- Strategic planning skills.
- Stakeholder management skills.
- Project management skills.

**Responsibilities**:

- Contribute to the development and execution of comprehensive loyalty strategies and CRM tactics.
- Provide strategic input into the CRM and loyalty business plan.
- Contribute to the development business cases and plans that align with the organisation’s goals and objectives.
- Provide advice and guidance on best practices, enabling the business to maximise impact, effectiveness and efficiency of products, propositions, and projects, ensuring quality delivery and customer-focused outcomes.
- Conduct competitor analysis and identify best practice of loyalty programmes.
- Plan and oversee the execution of change projects, including setting goals, defining project scopes, allocating resources, and managing timeliness.
- Identify potential risks and obstacles to the success of implementation, develop mitigation strategies, and adapt plans as needed.
- Deliver business improvement projects on time, to budget, and to quality results in accordance with SANPark’s preferred project management principles, frameworks, and methodologies.
- Work collaboratively with various SANParks departments, business unit and teams to ensure alignment and effective communication of deliverables, plans, effort, and status of the loyalty and CRM project throughout the implementation process.
- Manage the compiling of the budget and forecast in accordance with policies, procedures, and budgetary guidelines. Report on the progress and cashflows against budget at the required intervals.
- Establish key performance indicators (KPIs) and performance benchmarks to track the impact of SANParks customer loyalty management.
- Analyse all relevant new and existing policies, business processes, operating procedures and work rules for impact and effectiveness, and identify arears for improvement to ensure that SANPark’s risk exposure is minimised.
- Documents and implement approved changes to streamline operations, efficiency, and effectiveness in line with the new loyalty programme and CRM solution.
- Maintain detailed records, reports, blueprints, frameworks, and all other documentation related to loyalty product and CRM solution implementation projects and progress.
- Ensure change initiatives and projects are implemented according to change management principles, and that frameworks are in accordance with SANPark’s preferred methodologies to ensure effective and impactful change management from a people, process, and systems perspective.
- Lead and facilitate change management efforts by building positive relationships with all stakeholders, ensuring they are engaged informed, trained, and supported throughout the change process.
- Ensure employees are equipped to adapt to new environments, products, processes, and technologies, in support of the desired business efficiency outcomes.
- Recommend optimal resource plans, develop training programs to skill, reskill and upskill employees.
- Evaluate, recommend, and implement technology solutions to support improvement initiatives, including software, tools, and systems.
- Develop business, functional,