About the job
Role purpose:
To support the execution and scaling of Telecel’s loyalty strategy by coordinating third-party partnerships, ensuring seamless campaign delivery, and strengthening operational discipline across all customer engagement initiatives in Mobile, Fixed, Enterprise, and Mobile Money.
1. Partnership Operations & Coordination
• Support onboarding and integration of third-party loyalty partners
• Manage day-to-day engagement with partners to ensure delivery of agreed benefits
• Track partner performance, utilization, and compliance with SLAs
• Maintain a central database of all loyalty partners and offers
2. Campaign Execution & Delivery
• Coordinate rollout of loyalty campaigns across all channels (SMS, digital, retail, call centre)
• Ensure campaign mechanics are accurately implemented and executed on time
• Work closely with CVM, Marketing, Digital, and Technology teams to deliver campaigns
• Support testing and launch readiness for all loyalty initiatives
3. Operational Governance
• Maintain a consolidated loyalty campaign calendar across all business units
• Track execution timelines and proactively flag risks or delays
• Ensure consistency and quality in campaign execution across segments
4. Reporting & Performance Tracking
• Produce weekly and monthly reports on:
• Campaign execution status
• Partner activity and performance
• Offer uptake and redemption levels
• Highlight operational gaps and recommend improvements
5. Cross-functional Coordination
• Act as the central coordination point between:
o Mobile, Fixed, Enterprise and MoMo teams
o Marketing, Customer Operations and Technology
• Ensure alignment and smooth execution of loyalty initiatives across the business
Core competencies, knowledge and experience
• Strong coordination and follow-through
• Good stakeholder management and communication skills
• High attention to detail and execution discipline
• Basic analytical and reporting capability
• Ability to manage multiple initiatives simultaneously
Must have technical/professional qualifications: • Bachelor’s degree in business administration, IT, Economics, Marketing or its equivalent. (MBA is a plus)
• A proven track record of managing customer loyalty and rewards programmes, including, operations, and business planning
• Strong analytical skills and business acumen.
• Build and maintain Partner relationship and key stakeholders in the value chain.
• Telecommunications / Banking / FMCG experience would be advantageous.
• Familiarity with customer engagement campaigns (ATL/BTL, SMS, digital)
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
