Loyalty Change Manager

3 months ago

Cape Town, South Africa Vivo Energy Full time

**Job Purpose**:
Vivo Energy (VE) distributes and markets Shell and Engen branded fuels and lubricants to retail and commercial customers in Africa. We currently operate in 28 countries (Operating Units - OUs) across North, West, East and Southern Africa where we have a network of over 4500 service stations and growing. We also export lubricants to other African countries.

We are looking for a Loyalty Change Manager to drive the delivery of VE’s new loyalty program, managing the business transformation workstreams by aligning change with technical workstreams. The initiative will start in Morocco, before replication to other countries. This project is one under a programme of initiatives improving the end-to-end customer experience across payments and loyalty.

This project is in build phase and the Change Manager will need to engage with the Central and Morocco business initially to aid the business readiness activities needed, focusing on successful delivery and deployment for Morocco, building new assets and a toolkit that can be utilised by all.

The role requires a Change Manager with experience of delivering significant change programmes across multiple countries. Loyalty experience, preferably obtained in a Retail Fuels environment or a multi-site retail operation, is preferred but not essential. The role assumes overall accountability for managing the change, driving delivery and actions, identifying process change, coordinating training and comms, managing suppliers and internal stakeholders.

The suppliers and Vivo core-project teams are mature and experienced. Involved individuals are self-motivated and competent, however there will be multiple demands on their time so prioritization and regular interaction will be required. Some travel will be involved based on the demands of the project. A collaborative style and an ability to manage stress individually and within this virtual team are important qualities.

This is a contract role, preference to be based in Cape Town. Initial term is 12 months.

**Principal Accountabilities**:
Strategic requirements
- Take personal ownership and accountability for the efficient delivery of the business change workstreams through a collaborative change impact assessment
- Develop and deliver comprehensive change plans for Morocco and any other loyalty OU to ensure successful switchover for internal and external customers to the new loyalty program and on-site experience
- Work with Morocco and central teams to adapt business processes and deliver to all staff - including marketing, partnership strategy, CRM, offer management, terms and conditions, reporting, call centre ops, finance, and retail staff - through a combination of training and comms
- Develop customer and marketing comms plan and work with Morocco and other loyalty OU’s to localise for their customer base
- Manage reporting ensuring Progress, Finances and RAID issues are proactively and accurately reflected to the Project Manager and into Steering Committee meetings, with escalations as needed
- Ensure remedial action is taken as quickly as possible if any unexpected situations occur that will result in substantial changes in approach
- Create a standard change methodology to support ongoing product development including templates, toolkits, upskilling and best practise sharing
- Develop a stakeholder matrix determining the current and desired state of key stakeholders and work with the OU to develop appropriate change & engage activities to support
- Utilise the CIA and learnings from each new loyalty program to ensure that the OU is aware of the resources required to support the business change workstreams as well as the ongoing management of the programme post go-live

**Key Challenges**:

- Ensure all parties work closely together to deliver the required initiative outcomes
- Co-ordination across multiple Ous, with differing languages and timezones
- Change impacts significant numbers of customers both internal and external

**Job Knowledge, Skills & Experiences**:
The role is suited to a person that has previous experience in managing large change projects across multiple geographies and cultures. Ideally the change manager will be skilled in the delivery of loyalty customer facing solutions ensuring all the stage gates of projects are met and delivered to a high quality.

**Strong focus on DELIVERY**:

- Understanding and experience of change programmes, preferably in loyalty and in the retail petroleum industry
- Experience in working with organisations across multiple geographies and languages and understanding the intricacies of project delivery across multiple cultures
- Ability to run scoping workshops to ensure the impacts are well understood and subsequent change planned
- Excellent communication skills
- Strong conceptual, analytical, problem-solving, troubleshooting and resolution skills
- Proven ability to work with limited supervision whilst exhibiting strong time management sk

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