Loyalty & Payment Solutions Manager Vivo Energy

Job Purpose
• Reporting to the Marketing Manager, the Loyalty & Payment Solutions Manager manages the end-to-end implementation of fit for purpose Loyalty programs to strengthen Vivo Energy market position.
• Ensure that the right resources, process, and infrastructure strategy is implemented to support the loyalty schemes.

• To develop appropriate capability within the local teams on Loyalty programs.
• Monitor performance level across all activities within the category and support Operating Units to address any gap v/s agreed targets.

Principal Accountabilities
• Responsible for the implementation of a competitively advantaged, affordable, and exciting Loyalty scheme in the agreed scope with the operating unit
• Identify all the internal and external resources whether financial or human resources required completing the project successfully.
• Develop business case for a Customer Loyalty Program
• Ensure the right and appropriate loyalty CVP is positioned to the customers by the business.
• Lead the procurement process for selecting the best loyalty solution and offer for Vivo Energy
• lead the negotiation of contracts and contractual changes and coordinating preparations of proposals, plans, specifications, and financial conditions of contracts.
• Lead the teams to select and deploy the most appropriate loyalty program and system.
• Prioritize Business requirements and associated solutions for delivery.
• Tracks Business deliverables to successful completion.
• Provide Coaching and Guidance to the team members about every aspect of the project so that the team members can understand their tasks fully and act on them efficiently.
• Translate the solution into positive, meaningful Business benefits for the OUs to understand.
• Ensure the necessary technology and infrastructure is available to drive the development/promotion of various types of loyalty programs.
• Ensuring the delivery of new services from the project is to the appropriate level of quality, on time and within budget, in accordance with the project plan and project governance arrangements.
• Evaluate the progress of project on regular basis.

• Develop and execute an efficient internal communication strategy for ensuring communication with all levels of management within the team.
• Ensures the Business lessons learned are taken forward and addressed/improved for each OU implementation.
• Reports weekly to the Loyalty project Committee.
• Reports monthly to the Loyalty Steering project Committee.
• Monitor changes to the plan to identify any impact on the needs of the business and overall timelines.
• Lead deployment and change management and training activities for Vivo Energy

Competencies:
• Maximizes Business Opportunities – Mastery
• Loyalty programmes and infrastructure – Mastery
• Delivers Results through others – Mastery
• Strategic planning – Skill
• CVP development – Skill
• Delivering excellence in marketing activities – Skill
• Retail and CR site operations standards – Knowledge
• Data-Driven Decision-Making – Skill
• Change Management – Skill
• Influencing Without Authority – Mastery
• Innovation and Adaptability – Mastery
• Leadership & Coaching – Skill

Key Challenges:
• Aligning Strategic Direction: Align loyalty and payment initiatives across diverse business units, while managing cross-functional collaboration and varied business needs.
• Managing External Partnerships: Build and maintain relationships with banks, payment providers, and vendors, securing favorable terms and service quality while aligning their interests with Vivo Energy’s goals.
• Staying Ahead of Technological Evolution: Stay ahead of emerging loyalty and payment technologies, proactively driving digital transformation and implementing innovative solutions.
• Ensuring Cross-Functional Integration: Integrate loyalty and payment solutions across departments to ensure seamless customer journeys and operational efficiency.
• Managing Customer Expectations: Balance customer demands for innovative solutions with operational efficiency, optimizing the customer experience through continuous feedback and improvements.

Requirements
• Bachelor’s degree in Business, Marketing, IT, or a related field is required.
• Post Graduate degree (MBA or Master’s in a related field) will be of added advantage.
• At least 5 years of experience in loyalty program management, payment solutions, or retail marketing in FMCG or customer-focused service industries like telecommunications or financial services like commercial banks or fintechs.
• Proven success in leading cross-functional projects, particularly in loyalty systems and payment technologies.
• Strong experience in vendor and contract management, including negotiation with external partners (banks, payment providers).
• Familiarity with digital or e-commerce environments and technologies (e.g., mobile payments, digital wallets).
• In-depth knowledge of loyalty systems, CRM platforms, and payment solutions relevant to retail and commercial environments.
• Expertise in data analytics to track and optimize loyalty programs and payment performance.
• Strong understanding of contract management and partnerships with financial institutions and service providers.