Job Title: Lead: Loyalty Program Platform Configuration
Department: Business Platform Solutions
Reports To: Program Executive
Role Overview:
This is a permanent position. We aim to employ a System Configuration specialist that will be responsible for the configuration of a pre-defined Technology stack with business rules, data file formats, and campaign requirements, required to enable a fully integrated loyalty platform. The Lead: System Configuration will play a pivotal role in building and establishing the loyalty programme stack configuration, as a leader in the loyalty rewards industry. You will be responsible for the configuration of all the loyalty program aspects, including but not limited to the program rules, the rewards store propositions and associated customer journeys and branding, as well as all feeder files and processing. The configuration will be required at Loyalty Management System level covering all associated processing rules and interfaces, as well as the customer journey touchpoints.
This role demands a unique combination of business rules, data, and loyalty platform configuration skills, vendor management, business solution implementations, industry knowledge, and hands-on execution, with a strong foundation in loyalty, campaign management, program rules and associated skills necessary to ensure seamless customer facing launch to the market.
Core Responsibilities:
- Detail Earn Configuration: Understanding the business rules and effectively configuring the system to process accordingly, taking into consideration the data elements from the feeder systems.
- Detail Redemption Configuration: Understanding the business rules and effectively configuring the system to process accordingly, taking into consideration the data elements from the feeder systems and associated design of the redemption store.
- Customer journeys: Configuring the customer journeys taking intoconsideration of customer touch points – whether this is online, via the app orWhatsApp or call centre.
- Configure support journeys: Configuring all the support journey – inclusiveof customers, merchants and other stakeholders.
- APIs: Collaborate with internal and external technology teams to configure theloyalty program with existing company systems, including CRM, e-commerce,and point-of-sale systems.
- Innovation and Emerging Technologies: Stay abreast of industry trendsand emerging technologies relevant to loyalty programs. Identify opportunities for technological innovation to enhance the loyalty program’s features and capabilities.
- Data Security and Privacy: Implement and enforce robust data security measures to protect customer information and transaction data. Ensure compliance with data protection regulations and industry standards.
- System access profiling and enablement: Ensure that the appropriate system access rights are implemented with the associated audit trails and sign-offs as well as functionalities available to user groups. This covers both internal and external stakeholders.
- Data Analysis: Analyse large datasets related to customer transactions, engagement, and participation. Extract meaningful insights to inform decision- making and program optimization.
- Data Visualization: Create clear and compelling data visualizations, reports, and dashboards detailing customer engagement activity across all channels.
Qualifications:
- Education: Bachelor’s degree in business sciences, marketing, or computer science
- Experience:
- 10+ years of hands-on platform configuration and implementation, coupled with operational management.
- o Proven ability with design and configuration of customer journeys and associated business rules processing.
- o Proven experience in front-end design, cobranding and configuration with cloud based solutions with mobile app technologies, WhatsApp, financial systems like sage and associated database technology and POS payment solutions as well as call centre workflow and resolution.
- o Demonstrated proficiency in loyalty platform technologies and associated architecture and implementations.
- o Advanced experience in managing multiple vendors for solution implementation purposes.
- o Advanced experience in data analytics and processing, understanding down-stream implications, testing and reconciliations.
- o Advanced experience in the operational management of system configurations.
Technical Skills:
- Strong proficiency in loyalty technologies and associated platforms. o Cloud-based loyalty platforms in conjunction with mobile app,
- WhatsApp, call centre, financial systems and databases and POS
- integration.
- Data privacy and security architectures and implementation.
- Customer journey design and analytics.
- Working knowledge and experience with vue2 js, nodejs and loopback plus.
- Working experience with Hubspot.
Soft Skills:
- Time management and dependency management: Ability to clearly plan and manage all related aspects of the solution and it’s associated integration requirements while working with diverse stakeholders.
- Strong Leadership: Demonstrated ability to take initiative, motivate others, and drive projects to completion.
- Persuasive Communication: Ability to influence and deliver in line with required objectives.
- Analytical and problem-solving skills: Ability to think outside the box and find solutions to integration complexities.
- Project management skills: The ability to plan, monitor, intervene and drive implementations in terms of project plans. o Proficient in Microsoft Office Suite.
Desired Skills:
- Experience working in the loyalty rewards or retail industry.
- A passion for understanding and meeting customer needs.
- A strong interest in the latest IT trends and technologies.
- Hubspot experience
Location: Midrand, Gauteng
Compensation: Competitive permanent package, with the potential for growth as the company grows.
To Apply: Please submit your resume and cover letter to info@pinnaclerewards.co.za
