Manager Loyalty & Retention

Job Description

Role purpose

The role of Loyalty Manager combines analytical expertise with customer and market knowledge to drive value and the utilization of the loyalty programs to establish a deeper and emotional connection with our customers in the Market. The Loyalty Manager will lead the end-to-end management of Vodacom’s Loyalty Program designed for both GSM and M-Pesa customers.
The ideal candidate will be responsible for designing, executing, and optimizing loyalty strategies that drive customer engagement, retention, and lifetime value. This is a strategic and operational role that requires close collaboration with marketing, commercial, M-Pesa, digital, analytics, and IT teams.

Key accountabilities and decision ownership:

• Manage and continuously improve the Vodacom loyalty program, ensuring it delivers measurable value to both consumers and the business.

• Define and implement customer engagement strategies, reward structures, and tier models tailored to GSM and M-Pesa user behaviours.

• Oversee the execution of loyalty campaigns, gamification elements, and incentive offers across channels (USSD, app, SMS, digital).

• Analyse customer data and campaign performance to optimize offers, reduce churn, and maximize ROI.

• Work closely with internal teams and external vendors to ensure smooth program operations.

• Monitor and manage loyalty program liability, including forecasting, budgeting, and expiry strategies to ensure financial sustainability.

• Ensure program governance, fraud controls, and compliance with internal and regulatory requirements.

• Monitor and manage loyalty program KPIs (enrolment, activity, redemptions, engagement rates, liability).

• Serve as the main point of contact for loyalty-related initiatives and represent the program in internal meetings.
• Develop insightful dashboard on Loyalty performance to enable faster decision making

• Other Responsibilities
Work with the Products and CVM teams to deploy program enhancements and developments, ensuring they are delivered and operate effectively
Ensure other duties, consistent with skills and experience, as directed by the Line Manager

Core competencies, knowledge and experience :

• Understanding of digital customer journeys, USSD/App/SMS marketing, and behavioural segmentation.

• Strong analytical skills with experience using tools like Excel, Power BI, SQL, or similar

• Excellent project management, stakeholder communication, and vendor management skills.

• Good interpersonal communication and presentation skills

Must have technical / professional qualifications:

• University degree in fields like Business, Marketing, Economics, Computer Science, Engineering, Data Analytics or related fields (essential).
• 3–5 years of experience in loyalty marketing, customer retention, CRM, or Customer Value Management.
• Experience in telecom, Retail/FMCG or fintech sectors is a strong advantage.
• Proven track record in designing and managing successful loyalty programs or customer engagement strategies.
• Experience in executing segment-based customer retention & reactivation strategies
• Proficiency in English

Key performance indicators:

• loyalty incremental revenue (abs.& as % of SR)
• Active days increase
• churn rate
• Liabilities
• # / % of active prepay base
• % of product penetration

Department: Cunsumer Business Unit (CBU)
Sub Function: Customer Value Management (CVM)
Band/TW: Management/TW11
Reports to: EHOD Customer Value Management
Location: Kinshasa

Vodacom DRC welcomes applications from candidates without discrimination and embraces diversity and inclusion. We strongly encourage women, neurodivergent individuals, and people living with disabilities to apply. We firmly believe that every individual brings unique and invaluable qualities, and we are committed to fostering an inclusive, respectful, and supportive work environment where everyone can flourish.

Together we can.