Loyalty & Reward Manager
The Good Human (Pty)Ltd
- Johannesburg, Gauteng
- R70,000-90,000 per year
- Permanent
- Full-time
- Grow the Tsogo Rewards membership across online betting, hotels, casinos and entertainment businesses.
- Increase the Tsogo Sun App registrations across online betting, hotels, casinos and entertainment businesses.
- Increase customer engagement with the Tsogo Sun App.
- Seek and manage third parties to collaborate and add value to the programmes.
- Continuously enhance and innovate the Tsogo Rewards programme and the Tsogo Sun App ito functionality and benefits.
- Segmentation and analysis of the Tsogo Rewards and App membership ito behaviour. Develop a holistic customer segmentation strategy in partnership with CRM and BI teams. Use this to tailor communications, promotions and experiences across all platforms.
- Formulate and implement campaigns to acquire, retain and grow share of wallet and App penetration ito offers, benefits and communication plans.
- Continuously review and enhance the current rewards structure and benefits based on customer data, usage and competitive benchmarks. Ensure cross-functional integration with hospitality and gaming.
- Negotiate third party collaborations.
- Monitoring and management of progress through reporting, ie brief the Digital team to extract behavioural insights from digital platforms. Use findings to influence loyalty campaigns and content strategies.
- Cross-functional collaboration. Work closely with Marketing, CRM, Gaming, F&B, VIP, IT and Operations to execute loyalty initiatives and drive business alignment.
- Minimum Education: Degree in Marketing, Business, or Consumer Behaviour
- Experience: Minimum 5 years in loyalty program or App management experience, ideally in the casino or hospitality industry.
- Technical Skills:
- Campaign planning, implementation and management expertise
- App management and testing experience
- CRM systems and loyalty programme expertise
- Strong data analytics and campaign performance evaluation
- Microsoft Office proficiency (Excel, PowerPoint, Word, Outlook)
- Familiarity with compliance and Gaming Board regulations
- Sound knowledge of brand and rewards strategy
- Gaming Board compliance
- Analytical reporting and presentation development
- Budget and campaign management
- Working knowledge of IGS system and BI tools
- Strong understanding of customer lifecycle marketing
- Customer Focus: Deep understanding of guest behaviour and value exchange
- Leadership: Team coaching, development, and performance management
- Analytical Thinking: Uses data to inform and innovate strategy
- Strategic Planning: Anticipates future trends and builds relevant loyalty solutions
- Quality & Detail Orientation: Applies standards and processes consistently
- Judgement & Problem Solving: Balances bold thinking with practical decision-making
- Creativity & Innovation: Identifies new opportunities for engagement and reward
- Collaboration: Works cross-functionally with a shared vision for success
- Accountability: Takes initiative and demonstrates resilience