Cornelia Lawrence
Loyalty And Rewards Specialist
Midrand
Summary
Enthusiastic and ambitious business professional with a background in Customer Loyalty, Customer Insights, Brand Marketing, Customer Value Management, Strategic Marketing and Social Media Marketing. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
11
11
years of post-secondary education
Work History
Customer Loyalty & Rewards Specialist
Vodacom South Africa
Midrand
01.2019 - Current
- (VodaBucks Rewards Loyalty Programme) at Vodacom South Africa
- Part of a Team that launched Telco’s first ever Loyalty Programme.
- (Vodabucks Rewards Loyalty Programme)
- Partner Management.
- On boarding of all new Third Party Partners.
- Third Party Relationship Management.
- End to End management of Third Party Rewards on campaigns.
- Align to Loyalty propositions and provide input from an operational perspective.
- End to End ownership of customer journeys.
- Loading of all Partner products on the VodaBucks Online Store.
- Brand / Social Media / PR Alignment.
- End to End management of social media page.
- Talent Management – Influencer Scouting.
- VodaBucks store order fulfilment processing.
- End to End management of partner rewards on Daily Unlock Summer Campaign.
- Talking Points Campaign Communication roll out.
- Overall Campaign Management.
- Customer Relationship Management.
- Document/streamline processes to operationalise propositions.
- Execute and manage post implementation of propositions.
- Managed Monthly Competition Draws with external auditors.
- FAQ management and Review for all Loyalty benefits.
- The implementation, & improvement of engagement, retention campaigns based on customer insights, and customer-level testing.
- Contract Rewards - VodaBucks Rewards Programme.
- VodaBucks Store Management – Loading E-commerce store products.
- Shake Up Summer Campaign.
- Management of Summer Shake Campaign Competitions.
- Handover of Grand Prize Management and Execution with Regional Leads.
- Rewards Call Centre Management and Operation.
- Assist all Loyalty Propositions and Programmes.
- Ensure Call Centre is trained on all new rewards.
- Ensure that NEPSI (Call Centre) is informed on all updates and changes.
- Ensure Service Level above 80% is maintained.
- Post Paid Contract Reward Campaign.
- Obtain in depth understanding of Contract Rewards requirements.
- Supported client programs and reported on recommendations where necessary to improve efficiency and flow.
- Management of customer relationships and resolved problems.
- Reviewing of Business requirements specification.
- Support with readiness for Ad Hoc campaigns.
- Support with nationwide rollout (Operational Readiness, execution, recon process).
- Management of Campaign Analysis.
- Lead with the Voice of Customer Campaign.
- Invoicing and payment processing.
- Take Ownership of invoicing and admin processes pertaining to payments.
- Document the invoice process and checklist.
- Managing Customer Loyalty and Insights Budget.
- Management of Shake Everyday Draws and Payments.
- Analyse and obtain insight of Shake everyday Weekly draw audit procedure.
- Management of weekly competitions draw plus manage relationship with external auditors.
- Management of the Grand Prize draw process.
- Manage customer queries that relate to Grand Prizes.
- Managing Digital Campaigns.
- Managing Customer Payments.
- Managing Daily Query Resolutions for High Value Customers.
- Launch of Emirates Campaign and Onyx and Platinum.
- Managing and reporting on Vodacom Summer Campaign.
Human Resources Trainee and Internal Communication
Spar Group
NELSPRUIT
01.2017 - 12.2017
- Developed an integrated approach to increase sales, product awareness and brand
- Responsible for email and online marketing
- Planned and managed tradeshows that increased lead acquisition
- Created inquiry follow-up program, which increased lead follow-up by 50 percent
- Created and managed instrumental database programs that increased lead acquisition and nurturing
- Training and Development
- Handling company enquiries
- Supported client programs and reported on recommendations where necessary to improve efficiency and flow
- Directs visitors by maintaining employee and department directories
- Internal Communication for the H.R Department
- Writing Reports and Articles
- Creating New Employee Files
- Creating invitations and teasers for events held by the H.R Department
- Support Divisional H.R Manager with the D.C Connect (Online Publications comprised with Articles from all the different Departments in the Distribution Centre.)
Education
National Senior Certificate -
Lowveld High School
01.2006 - 12.2010
Advanced Certificate In Project Management. - Project Management
Cranefield College
Johannesburg 01.2018 - 09.2019
Baccalaureus Atrium (Communication Science) - Corporate Marketing And Communication.
University of The Free State.
Bloemfontein 02.2012 - 04.2016
Skills
Problem SolvingTeamwork and CollaborationExcellent Time Management
Great Leadership Skills
Critical ThinkingHighly ConfidentSelf –Driven and MotivatedProfessionalism and strong work ethicTimeline
Customer Loyalty & Rewards Specialist
Vodacom South Africa
01.2019 - Current
Advanced Certificate In Project Management. - Project Management
Cranefield College
01.2018 - 09.2019
Human Resources Trainee and Internal Communication
Spar Group
01.2017 - 12.2017
Baccalaureus Atrium (Communication Science) - Corporate Marketing And Communication.
University of The Free State.
02.2012 - 04.2016
National Senior Certificate -
Lowveld High School
01.2006 - 12.2010