Shell Senior Payment & Loyalty Manager in Kuala Lumpur, Malaysia
Senior Payment & Loyalty Manager
No. of Positions:
Manage and implement competitively advantaged and innovative Loyalty and B2C Payment schemes in the Market Unit through a clear understanding of local consumer insight and aligned to the global Loyalty & Payments strategy.
Support the Marketing Manager and work closely with other Marketing Functions (Fuels and Non-Fuels retailing) to champion and “own” growth within target customer segments to increase product penetration and profitability per customer in the retail business.
Develop the optimal loyalty solution in place in market to ensure customer retention and growth through data analytics and local insights for maximum fuels and non-Fuels Retailing growth
Support the local development of strategy for new payment channels (mobile payment, etc) and growing the Retail penetration of the new generation such as the millennials and right target segment
Implement and sustain locally relevant loyalty strategies and programs within framework provided by the Global Loyalty Team.
Drives local business partnerships development of loyalty programmes, with external focus, e.g. partnerships.
Manages several complex projects end-to-end with regards to CVP enhancements, including high IT involvement.
Monitors and communicates performance of loyalty programs.
Ensures achievement of volume growth and cost targets related to loyalty programs.
Keeps abreast of competitor loyalty and consumer payment offers and transfer intelligence to the relevant stakeholders and a developed action plan.
Monitors local KPIs on loyalty program usage and provides recommendations to respond to reductions in volume sold from loyalty programs.
Ensures loyalty programs are appropriate and applicable in each market by providing feedback and concerns to Global Loyalty Team.
Interfaces with other functions as necessary to ensure sufficient product procurement for loyalty programs or promotions
Local focal point for interface and monitors performance of Loyalty programs within local area of responsibility
Manages local B2C Payment and Loyalty external partnership including global and regional preferred partners in respective OUs and interface between Loyalty and B2C payment for any credit card launch in line with strategic direction and targets
Manage Loyalty card operations and marketing implementation across Market Unit(s) including: Gift logistics solutions, Interface with IT, Interface with coalition operator and partners
Coach and guide Payment Manager in delivery of Payment strategy and initiatives.
Guide B2C Payment Shell (Alfredo) marketing implementation and operations.
Work with Payment manager on credit card acquiring local implementation following global strategic direction and CP process
Ensure KPI/scorecard reporting and highlights reported monthly and findings shared across team and with stakeholders and acted upon
Identify further cost savings opportunities and synergies or volume growth opportunities across schemes as Current Best Approaches
Monitor and interface with outsourced CSC to maintain high service standards and customer satisfaction and driving down the service centre cost with an aim to enhance Loyalty efficiency
Support IT initiatives relating to payment and loyalty infrastructure
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Shell is a global leader in power, energy, and gas technology and is working to meet increasing energy demand and supply challenges by delivering smarter products and cleaner energy, infrastructure, and by developing new energy sources while addressing the impact on the environment. Malaysia is one of Shell’s heartlands. The history of Royal Dutch Shell in Malaysia started more than 125 years. Today, Shell maintains a strong multi-faceted presence in the country through our longer-term investments, innovation-sharing, and impact to local communities. We helped pioneer Malaysia’s oil and gas industry and fuelled its growth. We discovered Malaysia’s first oil onshore, then took the industry offshore, and most recently into the technically-challenging depths of Deepwater. Shell’s strong retail network fuels the journeys of millions of Malaysian motorists every day. In fact, Shell is even able to offer one of the most differentiated fuel and lubricant products, some of which were pioneered right here in the country. We fuelled the ambitions of Malaysians: whether the generations of retail business partners; thousands of Shell scholars over the years; young entrepreneurs from our LiveWire programme; or Shell staff and alumni who are Malaysian luminaries today. Shell continues to be one of the top employers in Malaysia with thousands employed in our upstream, midstream and downstream businesses, as well as in our service and support functions.
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Kuala Lumpur - Shell House
Retail experience and/or good overall understanding of the retail business.
Retail Marketing and Loyalty experience is an advantage. University/college degree is required.
Fluency in English and any other languages relevant to the market unit is an advantage.
Proven competence in negotiation and dealing with external partners.
Goal Getter and competency in stakeholder engagement
Demonstrated leadership and coaching skills in leading teams
Strong interface management skills.
Good interpersonal skills; ability to manage relationships at all levels.
Experience of working in a virtual environment and delivering projects in an international experience is required.
City, State (if applicable):