Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Venessa Schultz

CRM Manager & Analyst / Rewards Operations And Reporting
Glenmore Beach

Summary

Dynamic and results-driven professional with extensive experience in project management and CRM data analysis, specializing in loyalty platform development and campaign automation. Proven track record at Tsogo Sun, collaborating with cross-functional teams to design and implement a user-friendly Loyalty Platform that enhances customer engagement across 13 units in South Africa. Expertise in analyzing guest responses and optimizing direct marketing strategies through data-driven insights, including the utilization of heat maps for newsletter performance evaluation. Currently leading innovative projects at SA Taxi Finance Holdings, focusing on the development of a Rewards Application and automation of campaign triggers to boost customer retention and engagement.

Overview

20
20
years of professional experience

Work History

Rewards Operations and Reporting Manager – Remote

Mobalyz
11.2019 - Current
  • Implement the loyalty strategy with the purpose of increasing loyalty and retention
  • Use market intelligence data to develop requirements and find innovative ways for customer rewards engagement
  • Support business case development, performance analysis and implementation as required
  • Implement initial customer communications strategy and deliver on engaging brand build activities together with REWARDS BAU
  • Manage the day to day relationships with relevant partners
  • Ensure development of flexible integration mechanisms with partners, including recon, all use cases etc.
  • Ensure financial mechanisms are in place to manage float, liabilities, points, profit and loss.
  • Ensure all use cases are well thought out and enabled
  • Ensure solutions are digitally enabled
  • Ensure solutions are digitally robust, with clear automated reporting, exception management, automated functions end to end, including customer on boarding
  • Enhance the Payments Customer Value Proposition by introducing new technologies such as mobile payments, contactless, prepaid etc. as they evolve
  • Support operations within Rewards development space and the go to market relaunch
  • Implement a differentiated loyalty Customer Value Proposition that is attractive and creates value for all partners involved as well as SA Taxi and its various customer categories
  • Implement the loyalty project
  • Consistently met deadlines with well-organized work plans and efficient time management skills.
  • Supported senior management''s strategic planning efforts with insightful analyses derived from accurate financial reports.
  • Improved reporting accuracy by streamlining data collection and analysis processes.
  • Implemented new reporting tools and software, increasing efficiency in the report generation process.
  • Conducted thorough quality checks on all reports before submission, minimizing errors and increasing credibility among stakeholders.
  • Played an integral role in annual budgeting processes by providing accurate financial data and projections, contributing to informed decision-making and resource allocation.
  • Enhanced team productivity through effective delegation of tasks and clear communication of expectations.
  • Facilitated open lines of communication between team members, promoting a positive work environment conducive to high-quality output.
  • Optimized existing reporting processes by identifying areas for improvement and implementing necessary changes.
  • Mentored junior team members, fostering professional growth and improved performance within the department.
  • Organized and updated databases, records and other information resources.
  • Created reports, presentations and other materials for executive staff.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Implemented project management techniques to overcome obstacles and increase team productivity.

CRM & Loyalty Manager

Emerald Resort and Casino
11.2018 - 10.2019
  • Data Analytics and CRM
  • Daily revenue and customer analysis to verify deficit or growth of revenue
  • Implement immediate loyalty campaigns for corrective action in deficit of revenue as well as leverage off growth in revenue
  • Identify high potential clients through analysis of trends and behaviours for special campaigns
  • Design, develop and implement a 360 Customer Lifecycle Loyalty strategy in line with customer trends and behaviour, focusing on Customer acquisition, retention and re-activation.
  • Regular review of implemented campaigns taking into account industry trends.
  • Weekly, Monthly and quarterly analysis presentation to Executive team as well as UK based Head office.
  • Post-Analysis of all Promotions and VIP events with presentation to executive team and utilizing this data to plan for upcoming events and promotions
  • Manage the database in terms of hygiene, communication, data collecting, promotions, Rewards Programme, events and reporting
  • Analyse Player data, suggest and implement opportunities in order to grow revenue
  • Post Analysis and report back to Executives and Business Units on ROI
  • Evaluate rewards and benefits consumption
  • Daily / weekly reporting analysis of revenue, database, footfall, etc
  • Monthly financial reporting with analysis of YOY and MTD of all aspects of the property
  • Daily / monthly FreePlay analysis reporting and audit
  • Quarterly development and performance appraisals for all FOH staff
  • Quarterly and Yearly financial performance reports of properties
  • Handling all aspects of Budget and PF submission with monthly financial analysis with Actual Spend vs Budget/PF
  • Together with the HOD team, brainstorm and implement new FY and quarterly strategies in order to maximise new market opportunities, as well as nurture existing clientele
  • Daily activities
  • Identify new marketing opportunities
  • Approved suggested opportunities to be implemented and monitored
  • Develop and present brand marketing strategy in line with overall marketing strategy to ensure that the value offering is relevant, topical and innovative
  • Manage implementation of brand strategy
  • Ensuring adequate, ongoing, effective PR
  • Ensuring adequate, ongoing, effective below-the-line exposure
  • Evaluate progress with regards to brand strategy and initiate corrective action where needed
  • Disseminate information about the CRM strategy and Rewards Programme into the business
  • Implement and maintain a strong CRM strategy ensuring guests see value for belonging to the Rewards Programme
  • Implementing and drive all initiates relating to the rewards programme
  • Implement and drive the CRM journey with structured communication plan
  • Manage the operations of the Customer Service Desk, including recruiting, coaching, training, development and performance appraisals
  • Ensure customer service desk is adequately staffed with professional, trained, motivated and service-oriented individuals
  • Business Unit CRM
  • Manage eGuestSurv ratings and correspondence with timeous response to complaints and feedback to clients
  • Ensure and evaluate customer retention
  • Develop and implement strategy for reactivating lost customers
  • Daily Analyse Customer performance for possible fast tracking and regrades
  • Update VIP list, and ensure VIP guest treatment are exceeded
  • Act as Marketing Manager
  • Ensure upgrades, downgrades and point purging is done within the set time line provided by Head Office
  • Liaising between Property and Head Office with regards to the database, deliverables, standards and consistency
  • Evaluate the results of the take up of rewards and benefits and initiate corrective action if necessary
  • Ensure systems and reports are in place and successfully implemented
  • Ensure relevant parties are briefed and trained to provide effective operations and query handling
  • Provide database hygiene objectives and manage the output in terms of data quality and data collection
  • Manage the implementation of database processes and systems
  • Manage the card stock control system as well as all promotional stock items
  • Continuous communication of the base benefits at all customer touch points
  • Effective Tiered specific communication with database via e-zine and SMS
  • Implementation of promotions and Rewards Programme events
  • Reason for leaving: Moved to JHB and received a better opportunity
  • Reference: Tanuja Gangabushin - 0823896613

CRM Manager and Data Analyst.

Garden Route Casino - Tsogo Sun Head Office
10.2014 - 10.2018
  • Data Analytics and CRM
  • Manage the database in terms of hygiene, communication, data collecting, promotions, Rewards Programme events and reporting
  • Analyse 13 business Units data, suggest and implement opportunities in order to grow revenue
  • Post Analysis and report back to Executives and Business Units on ROI
  • Evaluate rewards and benefits consumption
  • Daily / weekly reporting analysis of revenue, database, footfall, etc
  • Monthly financial reporting with analysis of YOY and MTD of all aspects of the property
  • Daily / monthly FreePlay analysis reporting and audit
  • Quarterly development and performance appraisals for all FOH staff
  • Quarterly and Yearly financial performance reports of properties
  • Handling all aspects of Budget and PF submission with monthly financial analysis with Actual Spend vs Budget/PF
  • Together with the HOD team, brainstorm and implement new FY and quarterly strategies in order to maximise new market opportunities, as well as nurture existing clientele
  • Daily Activities
  • Identify new marketing opportunities
  • Approved suggested opportunities to be implemented and monitored
  • Develop and present brand marketing strategy in line with overall marketing strategy to ensure that the value offering is relevant, topical and innovative
  • Manage implementation of brand strategy
  • Ensuring adequate, ongoing, effective PR
  • Ensuring adequate, ongoing, effective below-the-line exposure
  • Evaluate progress with regards to brand strategy and initiate corrective action where needed
  • Disseminate information about the CRM strategy and Rewards Programme into the business
  • Implement and maintain a strong CRM strategy ensuring guests see value for belonging to the Rewards Programme
  • Implementing and drive all initiates relating to the Rewards Programme
  • Implement and drive the CRM journey with structured communication plan
  • Manage the operations of the Customer Service Desk, including recruiting, coaching, training, development and performance appraisals
  • Ensure Customer Service Desk is adequately staffed with professional, trained, motivated and service-oriented individuals
  • Business Unit CRM
  • Manage eGuestSurv ratings and correspondence with timeous response to complaints and feedback to clients
  • Ensure and evaluate customer retention
  • Develop and implement strategy for reactivating lost customers
  • Daily Analyse Customer performance for possible fast tracking and regrades
  • Update VIP list, and ensure VIP guest treatment are exceeded
  • Act as Marketing Manager
  • Ensure upgrades, downgrades and point purging is done within the set time line provided by Head Office
  • Liaising between Property and Head Office with regards to the database, deliverables, standards and consistency
  • Evaluate the results of the take up of rewards and benefits and initiate corrective action if necessary
  • Ensure systems and reports are in place and successfully implemented
  • Ensure relevant parties are briefed and trained to provide effective operations and query handling
  • Provide database hygiene objectives and manage the output in terms of data quality and data collection
  • Manage the implementation of database processes and systems
  • Manage the card stock control system as well as all promotional stock items
  • Continuous communication of the base benefits at all customer touch points
  • Effective Tiered specific communication with database via e-zine and SMS
  • Implementation of promotions and Rewards Programme events
  • Reason for leaving: Opportunity to bring my family from Cape Town to Gauteng
  • Reference: Karen Johnstone – 0828543885
  • Hayley Brugger – 0837757152

Accounts Payable - Administrator

Internet Solutions - a division of Dimension Data
10.2013 - 10.2014
  • Balancing vendor accounts up to Trial Balance
  • Process all vendor invoices on system (Oracle)
  • Grant Payment requests to vendor
  • Loading of vendor payments onto Standard Bank Business Banking
  • Process Accounts Payable documents received daily
  • Report any discrepancies and escalate issues as necessary
  • Ensure invoices are processed in time for the weekly and monthly deadlines
  • Striving towards getting vendor accounts on 30 days
  • Serves as a resource person to my internal and external clients
  • Respond to inquiries from suppliers, consultants and clients regarding the status of their payments
  • Ensure invoices and the accompanying payment requests are complete in compliance with the requirements of financial policies and procedures and enter them in Oracle
  • Schedule invoices for payment within a given framework of prescribed due dates, while maximizing discounts and minimizing interest rates
  • Capturing of Sundry invoices and Credit notes on OracleVendor reconciliations including handling discrepancies
  • Vendor reconciliations including handling discrepancies
  • Reason for leaving: Relocated to Mosselbay

Accounts Payable Administrator

Xstrata Alloys - Shared Services
12.2008 - 05.2012
  • Process of Supplier invoices
  • Grant payment requests
  • Ensure invoices and the accompanying payment requests are complete in compliance with the requirements of financial policies and procedures and enter them in SAP
  • Serves as a resource person to my internal clients
  • Ensure invoices are processed in time for the weekly and monthly deadlines
  • Provides advice to clients (Internally and externally) regarding procedures relating to accounts payable and EFT’s
  • Respond to inquiries from suppliers, consultants and clients regarding the status of their payments
  • Vendor reconciliations including handling discrepancies
  • Prepare Vendor Reconciliations
  • Ensure getting vendor accounts on 30 days

Accounts Payable Clerk

Lonmin Platinum Marikana Operations - Marikana
03.2006 - 11.2008
  • Receiving and matching of invoices and delivery notes
  • Vendor payments on SAP System
  • General filling
  • Handling and solving invoice queries
  • Timely and accurate typing of documents
  • Sending e-mails
  • Creditor reconciliation
  • Answering of telephone
  • Creating Service Entries on SAP System

Accounts Query Administrator

Lonmin Platinum Marikana Operations - Marikana
  • Solving all queries regarding all the vendors
  • Ensure all vendor statements up to 30days
  • Liaising with vendors and all personnel on the property getting to solve queries
  • Assisting Procurement department with all tender documents
  • Opening of Tender Documents and selecting appropriate vendor

Education

Certificate - Business Analytics

University of Cape Town
Cape Town, South Africa
04.2001 -

High School Diploma -

Highschool Grenswag
Rustenburg, South Africa
04.2001 -

Skills

    Office administration

    Customer service

    MS office

    Administrative support

    Problem-solving

    Time management

    Attention to detail

    Data analysis

    Project coordination

    Technical support

    Technical documentation

    Operations management

Awards

Received the Deborah Coleman Certificate from Ford Academy for Customer queries & Resolutions (All courses above 85%), Received “Highly Recommended B2B Loyalty Programme” award during the South Africa Loyalty Awards ceremony in 2020

Timeline

Rewards Operations and Reporting Manager – Remote

Mobalyz
11.2019 - Current

CRM & Loyalty Manager

Emerald Resort and Casino
11.2018 - 10.2019

CRM Manager and Data Analyst.

Garden Route Casino - Tsogo Sun Head Office
10.2014 - 10.2018

Accounts Payable - Administrator

Internet Solutions - a division of Dimension Data
10.2013 - 10.2014

Accounts Payable Administrator

Xstrata Alloys - Shared Services
12.2008 - 05.2012

Accounts Payable Clerk

Lonmin Platinum Marikana Operations - Marikana
03.2006 - 11.2008

Certificate - Business Analytics

University of Cape Town
04.2001 -

High School Diploma -

Highschool Grenswag
04.2001 -

Accounts Query Administrator

Lonmin Platinum Marikana Operations - Marikana

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Venessa SchultzCRM Manager & Analyst / Rewards Operations And Reporting