Payments Loyalty

**About us**

Shell Mobility serves a staggering 30 million customers daily at our 46,000 branded service stations, making us the world’s biggest mobility retailer and a trusted beacon on the road. Our global purpose is to power progress together with more and cleaner energy solutions (#MakeTheFuture). We are constantly evolving to meet the needs of our customers, offering a range of quality fuels and a retail experience that is all about convenience, quality, and choice.

In South Africa, the Shell Mobility channel serves over 135,000 customers daily at 600+ forecourts and 260+ Select Stores. The future of Shell Mobility is about providing customers with a mosaic of energy solutions and the best experience no matter what cars they drive, giving them choices, convenience, and a premium experience. We are on a significant and ambitious growth journey to double the business and thrive through the energy transition. Achieving our ambitions will mean keeping customers at the heart of our business and treating every interaction as a chance to deliver on our purpose of making life’s journeys better. Mobility Marketing Team is passionate about Shell’s customers and creating long-term business value - whether it is developing and sustaining innovative CVPs based on customer insights, creating marketing-leading pricing strategies, delivering best-in-class communications, loyalty programmes, & operational excellence, or leading in the digital & data space. The Marketing Team works hand-in-hand with extended business units to drive synergies and innovation.

Come and join us as we embark on the next phase of our ambition

**Where you fit in?**

We put the customer at the heart of our award-winning V+ program. Shell Mobility aspires to make its customer’s life journeys better and enrich their daily lives. We do this by providing a welcoming customer experience, on and off the forecourt, supported by a differentiated convenience retail offer. This is an essential role in translating how our loyalty programmes deliver on our local retail ambitions and create long-lasting, robust, digital relationships with our retail customers. As the Payments, Loyalty & CRM Manager you be overseeing and managing the overarching Shell Loyalty, Payments and CRM strategy that incorporates all customer value propositions, rewards, and initiatives that position Shell Loyalty programme as the number one service station loyalty programme in SA. Mostly notably the role will oversee the Shell Loyalty programme commercial responsibility and contract negotiation, increasing V+ acquisition and retention as well as its operations.

Purpose:
This role will lead the ongoing development and support implementation of Loyalty & CRM Programs, consistent with Retail CVP. You will deliver the Loyalty Program strategy that integrates into the broader Marketing strategy for now and future. This role will Interface with other marketing and mobility functions to ensure strategic alignment and active usage of Loyalty programs as key strategic lever to deliver business and customer goals. Work closely with external partners to ensure Loyalty Programs are healthy, robust, and profitable. Additionally, you will define and develop relevant talent pool and skills required to manage the V+ Loyalty Program in a professional way. Act as key ambassador for promoting customer centricity and focus on Best Customer while retaining and activating Shell's customers profitably.

**What’s the role?**
- Design future ready loyalty strategy and builds the roadmap to implement the next generation of loyalty, integrating with CRM and anchored on customers insights.
- Deliver Loyalty & CRM strategies are integrated with Fuels, EV, NFR and Payments to ensure profit maximization across these key areas.
- Manage V+ customer and marketing insights that inform the marketing strategy and increase V+ membership base and conversion of targets.
- Supporting Marketing Manager and Pricing & eMobility Manager with annual marketing planning and target setting
- Custodian for the Local Loyalty Offer Book. Capture and review overall new and existing business demands for Loyalty, develop CVP recommendations, underpinned by data and solid business case. Ensures existing CVPs are utilized and delivers value.
- Leads the development of Customer Lifetime value modeling.
- Leads appraisal and reviews through marketing planning, ongoing cadence and QBR’s for Loyalty/CRM to accelerate market performance.
- Defines the strategy for partnerships across Payments Loyalty/CRM, specifically what role do partnerships play in helping to grow Total Active Contactable (TAC)
- Achieves accountabilities through influencing without authority and being adept at dealing with conflicting priorities/agenda.
- Manages two (2) direct reports, CRM & Innovations Specialist and Payments & Loyalty Advisor works closely with them to drive maximum impact from existing CVPs, shares best practice, assess processes, and