Loyalty Officer

Country: Kenya

We're looking for Loyalty Officer to join our team.

Role:
Responsible for the end- to-end management of the Java House loyalty program to unlock revenue growth opportunities through customer engagement. This includes planning innovative solutions that will build long-lasting emotional connections with our customers, telling our story, redefining our business; and, of course, disrupting the market across our brand portfolios.

Key Responsibilities:

Planning & execution
- Contributing to the development of the annual customer loyalty and engagement plan
- Working with the Digital Brand Manager to define end to end engagement strategy, developing relevant and compelling propositions
- Develop insights into guest needs, to drive guest- centric focus that challenge existing ways of managing value
- Develop tactics to improve customer experience, increase repeat rate & focus on cross sale to generate more revenue.
- Work closely with the innovation, brand strategy team and wider customer marketing team to shape the design of customer value propositions, commercial analysis and in-life phases
- Driving engagement, building customer loyalty and ultimately Customer Lifetime value
- Responsible for supporting the day to day running of the loyalty program infrastructure
- Identifying and resolving issues that impact member experience and sharing best practice
- Continuously improve and innovate the customer loyalty program in line with best-fit for the customers
- Coming up with tactical design and communications initiatives to attract and retain customers
- Recommend new approach to database marketing programs to drive enhanced revenue from existing customer base

Reporting
Responsible for overall performance of the Java house loyalty program across the different customer segmentation.

Qualifications
A degree in Information Technology or digital marketing

Experience
• Entry level
• A marketing background will be an advantage
• Experience running customer loyalty schemes will be an added advantage
• Analytical skills, specifically in the areas of Financial and Customer Data.
• Ability to interpret complex data and use this information to identify conclusion and course of action.
• Ability to develop creative marketing solutions, campaigns and propositions

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