 Head of Service Management (Loyalty)
Location: --Reading
Salary: GBP60000 - GBP80000 per annum + car + bonus + benefits
The Primary responsibilities of this role are as follows:
◦Service design and implementation
◦Work with Yell operations and IT group functions to design and implement a loyalty service operation, including
◦Develop operational strategy for the delivery of loyalty services
◦Design processes and customer experience
◦Define resource profile, organisational structure and resource ramp-up
◦Design training programmes
◦Define measurement approach
◦Specify requirements for systems needed to support service operation
◦Co-design DIY components of process / experience (together with product manager)
◦Ongoing management of service quality
◦Operational capabilities to be developed include:
◦Merchant on-boarding: PoS set-up, in-store promotions, generating local awareness
◦Support: buying points, PoS, analytics, special points promotions, performance or related media and marketing products
◦Production: assets for media and marketing campaigns
◦Campaign management: creation and release of local newsletters and media campaigns
◦Merchant quality control: provision of vetting support to sales organization, follow-up complaints with merchants, barring of merchants
◦International roll-out: work with local service managers and group functions to implement local loyalty operations
◦Member of Core Team: works with rest of core team to develop overall solution for product, consumer and merchant acquisition strategy and sequencing / roll-out strategy
The Supervisory responsibilities involved are as follows:
◦Hire, develop and retain quality team members.
◦Align team members with the organization’s mission and long-term success.
◦Work with team members to set their performance objectives which are in alignment with corporate objectives.
◦Create an environment within the team that inspires high performance and hold all team members accountable to performance objectives and behavior standards, to include documented periodic reviews of performance.
◦Conduct regular department meetings to communicate department objectives.
◦Prioritize workflow to meet department deadlines.
The Experience, skills and abilities required are as follows:
◦Operational management experience- ability to quickly grasp a good understanding of internal operations and IT group functions and the merchant support needs and relevant behavior
◦Ability to develop new operational capabilities
◦Analytical: strong analytical thinking
◦Resourceful in finding solutions and winning support
◦Management: ability to recruit and manage operational resource in cooperation with a group function
◦Communication: Strong communicator – verbally and on paper, gets on well with people at all levels
◦Delivery: Knows how to “get things” done even when there is resistance, Not focused on roadblocks, focused on “can do"
◦Languages: Ability to work in both, Spanish and English will be an advantage n advantagen
◦Flexible and comfortable with ambiguity
◦Comfortable with dynamic boundaries of role, ie able to temporarily take on responsibilities outside main role (eg commercial or marketing related)
◦Experience with working in virtual / remote teams
| 