Loyalty and Payment Solutions Manager job at VIVO Energy

About the job

Job Purpose:

To develop and execute customer-focused loyalty programs and payment solutions that drive customer engagement, retention, payment adoption, and business growth. The role ensures effective partnerships, systems, and cross-functional delivery to support seamless customer experience and operational efficiency.

Dimensions:

Program scope: Loyalty program across Fuel, Lubricants, LPG, CR, and other approved customer propositions

Payment portfolio: Growth and marketing of payment solutions across banks, telecoms, cash, and approved payment channels

Commercial impact: Customer acquisition, retention, loyalty engagement, payment adoption, transaction growth, and customer experience

Financial scope: Program budgets, business cases, ROI tracking, vendor costs, and partner terms

Stakeholder interface: Internal business teams, banks, telecoms, payment service providers, vendors, agencies, and site teams

Key performance measures: Loyalty enrolment, active usage, repeat purchase, transaction volumes, payment adoption, ROI, partner performance, and customer satisfaction

Requirements

Principal Accountabilities

Loyalty Program Management

Strategy & Program Design

Design and implement innovative, customer-focused loyalty programs across all sub-brands (Fuel, Lubes, LPG, and Card & Rewards) ensuring alignment with Vivo Energy Uganda's strategic objectives

Develop compelling business cases for new loyalty initiatives, incorporating data-driven insights to forecast ROI, customer engagement metrics, and long-term commercial benefits

Ensure the Customer Value Proposition (CVP) remains competitive and relevant by continuously benchmarking against market trends and evolving customer expectations

Champion customer segmentation and data analytics to tailor loyalty offerings per sub-brand, optimizing both customer retention and new customer acquisition

Operations & Execution

Oversee the end-to-end procurement process for loyalty platforms, including vendor evaluation, contract negotiation, and ongoing supplier management to ensure best-fit solutions

Drive technology adoption by ensuring the necessary systems, infrastructure, and digital platforms are in place to support program growth and scalability

Collaborate with Marketing, Sales, IT, and Finance stakeholders to ensure seamless integration of loyalty solutions into business operations and customer touchpoints

Lead change management and training initiatives so that all internal teams are fully equipped to implement and manage loyalty solutions effectively

Performance & Reporting

Regularly evaluate program performance against KPIs, identify gaps, and implement optimisations to improve customer satisfaction and program efficiency

Report program performance and strategic insights to senior management and steering committees, providing actionable recommendations for adjustments and future initiatives

Review program ROI periodically to ensure all loyalty initiatives remain cost-effective and aligned with business goals

Payment Solutions & Financial Services

Strategy & Market Development

Provide overall strategic direction for the payment portfolio encompassing Bank, Telecom, and Cash channels by analyzing competitive landscape shifts, customer trends, and cost forecasts, and translating these into actionable marketing plans

Ensure the development and visibility of Mobile Financial Services, particularly Mobile Money, follows a structured strategic growth plan with clear direction and measurable milestones

Monitor emerging payment technologies and market developments, continuously evaluating the portfolio to stay ahead of customer needs and competitive dynamics

Partnerships & Commercial Agreements

Build and maintain strategic partnerships with banks, telecom operators, and payment service providers to offer innovative, seamless payment options to customers

Lead negotiations with financial and telecom partners to secure favorable terms for payment processing, ensuring cost-effectiveness and value for Vivo Energy and its customers

Interface with all relevant internal and external stakeholders to ensure effective and efficient payment operations, and to deliver business goals set by management in line with overall Company strategy

Ensure all Service Level Agreements (SLAs) agreed with Go-To-Market partners regarding marketing and payment operations are consistently met

Customer Acquisition & Loyalty Integration

Drive customer acquisition targets by designing and launching attractive commercial offers across payment channels

Integrate payment solutions with loyalty programs to deliver a cohesive, frictionless customer journey across all touchpoints and sub-brands

Leverage customer behavior insights to refine payment offerings, enhance engagement, and improve the overall customer experience

Project Management & Execution

Planning & Delivery

Lead end-to-end management of loyalty and payment projects, ensuring timely delivery, adherence to budget, and alignment with business objectives

Define project scope, timelines, and deliverables in collaboration with cross-functional teams, ensuring clear accountability at every stage

Track and report project progress to senior management; address deviations from plan promptly with structured corrective actions

Risk, Quality & Stakeholder Management

Identify, assess, and mitigate project risks, ensuring all project outputs meet established quality standards and performance metrics

Facilitate change management throughout the project lifecycle, ensuring all stakeholders including internal teams and external partners are engaged, informed, and supported

Performance Monitoring & Optimization

Continuously monitor the performance of both loyalty and payment programs using KPIs and data analytics to evaluate success and surface improvement opportunities

Leverage customer insights and behavioral analysis to refine offerings across Fuel, Lubes, LPG, and Card & Rewards sub-brands, as well as Bank, Telecom, and Cash payment channels

Implement corrective measures and program optimization to address performance gaps, improve operational efficiency, and enhance customer satisfaction

Report performance insights and strategic recommendations to senior leadership, supporting informed decision-making on program adjustments and future investments

Job Knowledge, Skills & Experiences:

Bachelor's degree in Marketing, Business Administration, Commerce, Finance, or a related field.

A postgraduate qualification in Marketing, Strategy, or Business Management, or certification in Project Management, Digital Marketing, or CRM is an added advantage

Minimum 7 years of progressive experience in marketing, loyalty program management, or financial services, with at least 3 years in a mid-management role

Demonstrable experience designing, launching, and managing customer loyalty programs

Hands-on experience managing payment solutions or digital financial services, with exposure to mobile money, banking partnerships, or telecoms payment ecosystems

Proven track record in managing cross-functional projects from conception through to delivery, including budget and vendor management

Experience working with data analytics tools and translating customer insights into actionable program improvements

Experience managing relationships with banks, telecom operators, or payment service providers

Exposure to digital transformation initiatives, loyalty technology platforms (e.g. CRM, points engines), or mobile financial services

• Design and implement innovative, customer-focused loyalty programs across all sub-brands (Fuel, Lubes, LPG, and Card & Rewards) ensuring alignment with Vivo Energy Uganda's strategic objectives
• Develop compelling business cases for new loyalty initiatives, incorporating data-driven insights to forecast ROI, customer engagement metrics, and long-term commercial benefits
• Ensure the Customer Value Proposition (CVP) remains competitive and relevant by continuously benchmarking against market trends and evolving customer expectations
• Champion customer segmentation and data analytics to tailor loyalty offerings per sub-brand, optimizing both customer retention and new customer acquisition
• Oversee the end-to-end procurement process for loyalty platforms, including vendor evaluation, contract negotiation, and ongoing supplier management to ensure best-fit solutions
• Drive technology adoption by ensuring the necessary systems, infrastructure, and digital platforms are in place to support program growth and scalability
• Collaborate with Marketing, Sales, IT, and Finance stakeholders to ensure seamless integration of loyalty solutions into business operations and customer touchpoints
• Lead change management and training initiatives so that all internal teams are fully equipped to implement and manage loyalty solutions effectively
• Regularly evaluate program performance against KPIs, identify gaps, and implement optimisations to improve customer satisfaction and program efficiency
• Report program performance and strategic insights to senior management and steering committees, providing actionable recommendations for adjustments and future initiatives
• Review program ROI periodically to ensure all loyalty initiatives remain cost-effective and aligned with business goals
• Provide overall strategic direction for the payment portfolio encompassing Bank, Telecom, and Cash channels by analyzing competitive landscape shifts, customer trends, and cost forecasts, and translating these into actionable marketing plans
• Ensure the development and visibility of Mobile Financial Services, particularly Mobile Money, follows a structured strategic growth plan with clear direction and measurable milestones
• Monitor emerging payment technologies and market developments, continuously evaluating the portfolio to stay ahead of customer needs and competitive dynamics
• Build and maintain strategic partnerships with banks, telecom operators, and payment service providers to offer innovative, seamless payment options to customers
• Lead negotiations with financial and telecom partners to secure favorable terms for payment processing, ensuring cost-effectiveness and value for Vivo Energy and its customers
• Interface with all relevant internal and external stakeholders to ensure effective and efficient payment operations, and to deliver business goals set by management in line with overall Company strategy
• Ensure all Service Level Agreements (SLAs) agreed with Go-To-Market partners regarding marketing and payment operations are consistently met
• Drive customer acquisition targets by designing and launching attractive commercial offers across payment channels
• Integrate payment solutions with loyalty programs to deliver a cohesive, frictionless customer journey across all touchpoints and sub-brands
• Leverage customer behavior insights to refine payment offerings, enhance engagement, and improve the overall customer experience
• Lead end-to-end management of loyalty and payment projects, ensuring timely delivery, adherence to budget, and alignment with business objectives
• Define project scope, timelines, and deliverables in collaboration with cross-functional teams, ensuring clear accountability at every stage
• Track and report project progress to senior management; address deviations from plan promptly with structured corrective actions
• Identify, assess, and mitigate project risks, ensuring all project outputs meet established quality standards and performance metrics
• Facilitate change management throughout the project lifecycle, ensuring all stakeholders including internal teams and external partners are engaged, informed, and supported
• Continuously monitor the performance of both loyalty and payment programs using KPIs and data analytics to evaluate success and surface improvement opportunities
• Leverage customer insights and behavioral analysis to refine offerings across Fuel, Lubes, LPG, and Card & Rewards sub-brands, as well as Bank, Telecom, and Cash payment channels
• Implement corrective measures and program optimization to address performance gaps, improve operational efficiency, and enhance customer satisfaction
• Report performance insights and strategic recommendations to senior leadership, supporting informed decision-making on program adjustments and future investments

• Data analytics
• Customer segmentation
• Vendor management
• Contract negotiation
• Change management
• Project management
• Stakeholder management
• Financial services
• Mobile money
• Banking partnerships
• Telecoms payment ecosystems
• Digital transformation
• Loyalty technology platforms (CRM, points engines)

• Bachelor's degree in Marketing, Business Administration, Commerce, Finance, or a related field.
• A postgraduate qualification in Marketing, Strategy, or Business Management, or certification in Project Management, Digital Marketing, or CRM is an added advantage