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 4500 service stations and growing. We also export lubricants to other African countries.
VE is focused on improving its customer experience on the forecourt across payments and loyalty and has several initiatives and projects at differing states of maturity focused on delivering increased customer value and satisfaction. VE has existing loyalty programmes in eight OU’s today and live Fleet and payments propositions in each OU. We are looking for a Data & Insights Analyst who is passionate about data to join the central team. This person should be able to deep-dive into data to enable actionable insights, assisting our individual OU’s to understand performance, the impact of CVPS, offers & campaigns, find patterns, determine root causes where we have discrepancies and issues with data and to find opportunities for improvements and growth.
They should be able to understand different stakeholder needs across Vivo, from senior leaders in the OU to central teams, developing reports, insights and narratives for each group. There is a need to contribute our loyalty data & reporting needs to the wider data and reporting workstreams at Vivo Energy to establish the value of customer loyalty and the return on investments made.
The role requires a Data & Insights Analyst with experience of managing data and insights across multiple countries. African based Loyalty and Payments experience, preferably obtained in a Retail Fuels environment or a multi-site retail operation, is preferred but not essential.
The suppliers and Vivo core-project teams are mature and experienced. Involved individuals are self-motivated and competent, however there will be multiple demands on their time so prioritization and regular interaction will be required. Some travel will be involved based on the demands of the project. A collaborative style and an ability to manage stress individually and within this virtual team are important qualities.
This role a full time position reporting to the Loyalty Product Manager and it's based in Cape Town, South Africa.
Requirements
Strategic requirements:
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Accountable for the definition of KPI’s across the Customer Experience portfolio
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Develop consistent reporting across vendors and OU’s with a local and global view
- Manage the results against offers and campaigns, competitor activity and other factors as relevant to build a library of results for sharing with other OU’s and to be used as an input to marketing planning
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Develop templates to show trends, ensure insights are presented to the OU in a way that action can be undertaken or successes replicated
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Manage the monthly process of reviewing OU performance, global reporting for Steering Co’s and DRB’s programme to the to-be CVP
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Manage the development of material to onboard markets and Vendors, to educate wider teams on the value of payments and loyalty
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Look for opportunities to incorporate other data sources such as app, retail volume and sales data to show the value of a loyalty member versus a non-loyalty member to understand the personas behind each
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Understand the data model and associated attributes required for critical interaction between the connected systems and applications
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Identify and make recommendations to continuously drive improvements in the quality of the data being created and maintained by the business and determine innovative ways to show data trends visually
Key Challenges:
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Flexibility in working as the role is broad in terms of requirements and successful candidate must be hands-on
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Ensure all parties work closely together to deliver the required initiative outcomes
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Co-ordination across multiple OU’s, with differing languages and time-zones
Job Knowledge, Skills & Experiences:
The candidate will be skilled in the use of data and insights to drive change and improvements across stakeholders internal and external facing.
Strong focus on DELIVERY:
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Understanding and experience of African based payment propositions, preferably in the retail petroleum industry is desirable, but not essential.
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Understanding and experience of African based loyalty programmes, preferably in the retail petroleum industry is desirable but not essential.
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Experience in working with organisations across multiple geographies and languages and understanding the intricacies of project delivery across multiple cultures.
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Ability to manage market deep-dives into data and insights with multiple stakeholders focused on value growth and realisation.
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Strong analytical, problem-solving, troubleshooting and resolution skills.
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Organised and methodical approach to work and solution design
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Ability to form hypothesis from data, when limited and establish practices and recommendations to prove va;lid or otherwise.
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Proven ability to work with limited supervision whilst exhibiting strong time management skills and delivering with a sense of urgency and attention to detail.
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Ability to demonstrate supportive relationships with peers, customers and third parties.
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Ability to manage and extract maximum value from disparate teams.
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Proven ability working in a complex and ever-changing environment.
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Excellent decision-making skills
Job Specifications:
Academic Qualifications
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Bachelor’s degree from a recognised University preferred
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Functional Skills
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Data analysis
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Commercial Acumen
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Ability to identify trends in data, with practical solutions to complex problems
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Ability to work in Multi-Cultural Teams across multiple locations and time zones
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Self-motivated with great organising skills
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Fluent in both English and French would be beneficial
Key Competencies
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Attention to detail and quality
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Stakeholder Management
Relevant Experience
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5 years’ experience in loyalty and retail sectors
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Business analysis experience in large commercial organisations
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Vendor Management experience
