Group Head of Membership & Loyalty

takealot.com, South Africa's leading online retailer, is looking for a highly talented Group Head of Membership & Loyalty (TakealotMORE) to join our team in Cape Town.

We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market-related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

Purpose of the role 

The Group Head of TakealotMORE is responsible for defining and driving the strategic vision, growth, and operational efficiency of TakealotMORE, the subscription loyalty program for the Takealot Group. The role ensures the successful alignment of loyalty initiatives with the broader customer, marketing, and business strategies, leveraging data and insights to enhance customer experience, value delivery, and program sustainability. 

This position reports to the Group Executive: Customer & Insights

Your responsibilities will include:

Strategic Vision & Leadership 

• Develop and execute the TakealotMORE strategy, aligning with the Group’s customer-centric objectives to drive multi-platform adoption, retention, and revenue growth. 
• Own the long-term vision for TakealotMORE, incorporating innovative features, partnerships, and customer benefits to maximise loyalty and lifetime value.

Program Growth & Development 

• Define initiatives to drive subscription growth, improving member retention rates, purchase frequency, and cross-platform engagement. 
• Build and optimise TakealotMORE benefits and offerings to ensure long-term value and attractiveness for current and potential subscribers. 

Marketing Leadership 

• Owns the TALMORE brand & positioning.
• Lead brand and marketing strategies unique to TakealotMORE, working collaboratively with BU-level marketing, CRM, and customer insights teams for effective execution. 
• Oversee the planning, development, and execution of comprehensive, data-driven strategies and marketing campaigns across multiple channels to boost visibility, drive subscription sign-ups, enhance customer engagement, and improve retention for TakealotMORE.

Stakeholder Collaboration 

• Partner closely with Product and Engineering teams to enhance the user experience; drive seamless integration of loyalty features into platforms such as Takealot.com and Mr D.
• Work across internal teams (e.g., Customer Analytics, Customer & Business Support) to leverage insights for program refinement and personalisation efforts. 
• Identify, establish and manage strategic partnerships with third-party vendors and service providers to enhance the loyalty program's attractiveness.
• Cross-functional collaboration: Collaboration with various teams such as Marketing, Operations, Customer Service, Retail, Finance, Product, and Engineering is essential. The Head of TakealotMORE needs to work closely with these teams to align strategies and achieve overall success.

P&L Ownership & Metrics Management 

• Own and manage the Profit & Loss (P&L) of TakealotMORE by monitoring and optimising program economics to strike a balance between customer satisfaction, value delivery, operational efficiency, profitability, and long-term sustainability.
• Monitor KPIs, including subscription growth rates, net promoter scores (NPS), revenue contributions, and churn reduction, to inform program improvements. 

Innovation & Operational Effectiveness 

• Oversee the evolution of the loyalty program, incorporating emerging technologies such as AI and machine learning into customer segmentation, campaign optimisation, and program enhancements. 
• Continuously refine operational efficiencies, focusing on seamless enrolment, faster resolution times, and automation. 
• Stay up-to-date with industry best practices in the subscription loyalty sector to ensure that the strategies remain cutting-edge and competitive.
• Growth in subscription sign-up rates, retention rates, and active membership base. 
• Reduction in churn and improvement of the subscriber retention rate. 
• Purchase frequency and order value uplift for subscribers.
• Loyalty program profitability and cost per retained subscriber.
• Enhanced profitability and contribution margin from the loyalty program. 
• Increased cross-platform usage and engagement across Takealot.com and Mr D. 
• Effective delivery of marketing campaigns and partnerships. 
• Consistent improvement in customer satisfaction, NPS, and program-specific metrics.
• Customer & Insights Leadership – Align loyalty strategy with customer engagement initiatives.
• Takealot.com and Mr D – Drive program adoption and cross-platform benefits.
• Business Unit Marketing – Develop acquisition, retention, and promotional campaigns.
• Product & Technology – Enhance platform capabilities for loyalty integration and user experience.
• Customer Service and Experience teams
• Customer Insights & Experience – Leverage insights for segmentation, personalisation, and targeted engagement.
• External Partners – Negotiate and integrate third-party loyalty benefits.

Qualification & Experience:

• Bachelor's degree in Business, Marketing, or a related field. 
• An MBA or related advanced degree is advantageous.
• 7 - 10 years of commercial experience
• Experience presenting to senior managers and the C-suite 
• Experience in the tech sector / building a product from the ground up - advantageous
• Experience handling cross-functional collaboration within large matrix organisations. 
• Track record of P&L management and delivering revenue-enhancing programs.

Minimum Required Competencies:

• Leadership: Proven ability to inspire, lead, and navigate cross-functional teams to drive results. 
• Strategic Thinking: Strong capability to conceptualise and execute forward-looking initiatives in subscription-based loyalty management. 
• Data-Driven Decision Making: Expertise in using data analytics to interpret customer behaviour and adjust strategies. 
• Innovation-Oriented: Demonstrated ability to initiate and implement technology-driven improvements like AI-based segmentation and personalisation. 
• Collaboration: Skilled at stakeholder alignment with a solutions-focused approach to cross-departmental coordination. 

Skills, knowledge & abilities:

• Passionate about Takealot Group, its brands, and customers 
• Strong commercial acumen 
• Strategic thinker; able to build a vision for the vertical and translate this vision into product design and operational plans 
• Solutions-oriented executor; can-do attitude; self-motivated 
• Strong Data Analysis, manipulation, and Reporting Skills 
• Strong Problem-Solving Skills and Solutions-Oriented Mindset
• Analytical: uses data to inform decisions 
• Comfortable with change 
• Trustworthy and ethical 
• Advanced skills in the Google Suite, Slack.

The Environment: 

• takealot.com employees are entrepreneurial and dynamic, smart, customer- centric, fun and have the shared ambition of takealot.com being the leading e- commerce company in Africa. 
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve. 
• We are short on ego and high on output. 
• We are doers and not only thinkers, it's all in the execution after all. 
• We love what we do and what we are creating.
• We seek to employ an Extraordinary Mind who is Smart, has Integrity, and is Hardworking. 

If you meet the above, you are an Extraordinary Mind, so come and join us!

Takealot Group is an Equal Opportunity Employer. We encourage applicants from previously disadvantaged groups and people with disabilities to apply.