Loyalty Business Process Lead (12-month contract)
Vivo Energy (VE) distributes and markets Shell and Engen branded fuels and lubricants to retail and commercial customers in Africa. We currently operate in 28 countries (Operating Units – OUs) across North, West, East and Southern Africa where we have a network of over 4,500 service stations and are growing. We also export lubricants to other African countries.
VE has existing loyalty programmes in eight OUs with two loyalty platforms in place. We believe in replication, not customisation and to support our existing and new loyalty OUs, we need to ensure that we have a replicable operations model in place and a business readiness process to support our ambitions.
The Loyalty Business Process Lead will ensure the smooth and efficient day‑to‑day loyalty operations across all loyalty OUs by documenting the business processes and procedures ensuring this new operations manual is communicated to all OUs and followed.
The Loyalty Business Process Lead is also responsible for determining the impact a new loyalty feature or a new loyalty programme will have on the people and processes within the OU, working with the OU to define the detailed activities needed to be ready for the change in parallel with the I.T development, under Business Readiness.
The key focus and priority for the role is defining a standardised operating model for our loyalty programmes, creating the necessary assets and guidelines including business processes, operating manuals and training materials, balancing central principles with local needs.
Principal Accountabilities:
- Defining where needed and documenting the loyalty business processes and controls, ensuring regulatory compliance.
- Ensure smooth, consistent, and compliant adoption of processes across all markets.
- Drive operational excellence, reducing friction, costs, and improving efficiencies.
- Maintain programme integrity, standardisation, accuracy, and customer experience across regions.
Operational Governance
Own and maintain global loyalty programme operating standards, SOPs, and align to the Offer Book and Playbook for Loyalty
Standardise processes across markets to ensure consistent quality while allowing local flexibility
Oversee the setup and maintenance of loyalty configurations (e.g., points rules, rewards catalogues, earn/burn mechanics).
Market Support & Coordination
Act as the go-to contact for local markets for operational queries, escalations, and troubleshooting.
Manage the onboarding of new markets or programme rollouts.
Ensure roles & responsibilities across OU BAU and Project are defined and resourced adequately.
Assist Product Manager with the review and tracking of the VAS (Value added services) from LJI (Loyalty Juggernaut Inc) the strategic loyalty backend vendor.
Campaign & Promotion Operations
Work with the loyalty marketing manager to ensure markets have the right assets and guidelines and understand timelines.
Oversee UAT process for offers to ensure accurate setup ahead of delivery. Align with the OU and wider team on campaign mechanics, KPIs and expected results and reporting.
Data Quality, Accuracy & Controls
Monitor points transactions, earn/burn accuracy, and fraud indicators.
Work closely with data/engineering to resolve discrepancies or systemic issues.
Ensure compliance with financial and regulatory requirements (breakage, liability, GDPR, etc.).
Issue Management & Continuous Improvement
Manage the loyalty operational incident management processes for loyalty
Analyse root causes and drive operational improvements or adherence to prevent recurrence
Co-ordinate parties where needed across internal and external team.
Business Readiness
Co-ordinate the change impact assessments needed from a new feature to new market
Ensure market is supported to define, resource and deliver the business readiness activities to support a new loyalty programme
Ensure training plans and materials are in place and modified to the CVP of the OU, identify gaps in knowledge and bridge that gap
Review usage of the loyalty platforms
Ensure lead time for business readiness activities are understood and aligned to the I.T development timeline
Requirements
The role is suited to a person that has previous skills and experience in process design, operations and business readiness, across multiple geographies and cultures. Candidates with working understanding of retail fuels or a loyalty environment, with GDPR and compliance knowledge will be favoured.
- Strong project management and coordination with cross-functional teams.
- Excellent process design and optimisation skills.
- High attention to detail; strong analytical and problem-solving capabilities.
- Able to manage multiple markets with differing needs and maturity levels.
- Clear communicator with strong stakeholder management.
- Comfort working in ambiguity with evolving products and markets.
- Proactive, customer-centric mindset.
- Bachelor’s degree from a recognised University preferred