Loyalty & Customer Services Manager

Job Purpose

Responsible and accountable for the effective delivery of the Customer loyalty programme and on-site customer services support and the growth and hygiene of the MVG Database

Key Performance Areas

Delivered Direct Marketing Campaigns

Have a clear understanding of consumer regulations and legislation and competitor direct marketing offerings

Perform an analysis and interpretation of data to understand unit customer trends using business intelligence tools and data and make recommendations to address gaps

and opportunities\

Understand current campaign details

Communicate to relevant stakeholders at the business unit and elicit buy-in for the campaigns

Allocate resources for delivery of direct marketing campaigns at a unit level

Conduct quality assurance on offers and content to ensure a seamless execution of the campaign

Report and provide feedback to Group marketing on the success of various direct marketing campaigns

Customer Loyalty Programme Management

Oversee the effective functioning of the MVG desk

Communicate and ensure that all employees are proficient in the details of the MVG loyalty programme and benefits; as well as current promotions

Monitor and audit the data hygiene in the Bally EGS system

Oversee the promotion of the MVG Loyalty programme to maximise sign ups to the programme

Be present at MVG events to build and maintain positive and sustainable relationships with MVG guests

Oversee the development and updating of standard operating procedures and governance surrounding the customer loyalty programme, specifically around the redemption of points and the issuing of rewards

Track and reconcile expenses to allocated budget

Conduct financial PIP forecasts in line with expected costs

Customer Services Case Management

Monitor guest correspondence and dashboards received via Group Customer services

Respond to guests to acknowledge their response and redirect queries through to departments to resolve or provide feedback

Monitor the case with the department until feedback is complete or resolution is achieved

Follow-through and manage stakeholders to ensure the resolution of outstanding issues

Deal with any escalated customer issues or delays identified

Update the customer services system with regards the resolution of complaints, queries / requests

Stakeholder Relationship Management

Manage the development and delivery of internal communication messaging around direct marketing campaigns, the loyalty programme and its benefits to all staff to ensure cohesive messaging aligned to corporate brand and corporate culture.

Source and select providers to assist in meeting direct marketing deliverables

Communicate with vendors with regards requirements for specific campaigns, leveraging relationships to optimise the campaign within the set budget

Negotiate pricing to the mutual benefit of parties

Liaise with management to evaluate the post-mortem of marketing campaigns.

Liaise with gaming stakeholders with regards special requests and requirements for MVG card holders, promotions, campaigns, etc.

People Management

Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures

Manage productivities and payroll costs for the department

Identification of employee training needs

Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the department

Manage employee relations within the department

Staff communication and motivation

Performance contracting, reviews and development

Provides resources and removes obstacles to performance

Recruit and resource for talent for positions within the department

Onboarding of new staff members