Job Description

Hello Future Customer Rewards Manager

Welcome to FNB, where we believe help is at the heart of human greatness. Our vision is to be a great business helping to create a better world.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

• Own the end-to-end customer rewards programme, including strategy design and implementation, the rewards roadmap, annual earn-rule changes, programme economics and operational performance, in support of defined market share, retention and customer value targets

• Deliver approved rewards initiatives within agreed timelines and budget parameters across all campaign cycles, while ensuring accurate and timely reward calculations and payouts, effective resolution of customer queries and disputes, and sound operational controls

• Increase customer participation in rewards programmes against agreed performance targets

• Drive measurable improvements in customer retention, engagement and transactional behaviour linked to rewards interventions

• Analyse customer behaviour, value and reward performance data, including active earners, engagement, redemption, retention, card usage, cash-to-card migration, reward cost and programme ROI, to inform optimisation and innovation decisions

• Ensure rewards propositions are differentiated, competitive and aligned to target customer segments

• Coordinate rewards execution across channels, franchises and product teams to ensure consistent customer experiences, and own external merchant and service-provider relationships, including sourcing, onboarding, offer management, commercial negotiation and partner performance

• Ensure all rewards structures, communications and interventions comply with Treat the Customer Fairly principles, applicable regulatory requirements, internal governance, audit requirements and data privacy standards, and support remediation of identified control findings

• Provide timely and accurate rewards performance reports and insights to senior stakeholders for decision‑making

• Identify, assess and mitigate risks related to rewards design, execution and customer impact

• Continuously review rewards effectiveness and propose improvement or innovation opportunities on an ongoing basis, supported by a formal annual strategic review

You will be an ideal candidate if you:

• Degree in Marketing, Business Management, Commerce or a related field

• 5–8 years’ experience in customer value management, rewards, loyalty, marketing or CX environments, including ownership of a loyalty or rewards programme and leadership of complex cross-functional delivery

• Performance measurement and ROI analysis

• Report writing and executive presentation

• Working knowledge of CRM, rewards platforms and analytics tools

• Strategic and analytical thinking

• Innovation and solution orientation

• Stakeholder influence and collaboration

   You will have access to:

• Opportunities to network and collaborate

• Challenging Working

• Opportunities to innovate

   We can be a match if you are:

• Always doing the right thing – Fight for ethical conduct and transparency, both inside and outside the organisation

• Curious – Believe in insight, creativity, and its power to unlock value

• Deeply Invested – Take initiative and lead in your own right

• Valuing Differences – Be inclusive, gracious, humble, and respectful

• Building Trust, not Territory – Create a culture of collaboration and shared success

• Courageous – Speak up, challenge constructively, and contribute to a culture of bravery

Are you interested to take the step? We look forward to engaging with you further.  Apply now!

Closing Date: 17 September 2026

*All applications must be done via the Group’s application portal. To access the portal, click on the link below.

https://www.firstrandjobs.mobi/

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All appointments will be made in line with FirstRand Groups s Employment Equity Plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfil this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.