Cards & Retail Loyalty Expert / Customer Success Manager

Job Title: Cards & Retail Loyalty Expert / Customer Success ManagerContract Duration: Yearly renewableRole OverviewWe are seeking an experienced Cards & Retail Loyalty Expert / Customer Success Manager (CSM) to act as a strategic advisor and trusted partner, driving customer engagement, loyalty program effectiveness, and platform adoption. The role will focus on delivering measurable business outcomes through loyalty and customer engagement initiatives, improving customer retention, spend, and overall portfolio performance. The CSM will also serve as a key bridge between client stakeholders and internal teams, ensuring alignment across marketing, CRM, analytics, and operations.Key ResponsibilitiesLoyalty & Engagement StrategyDefine and execute end-to-end loyalty strategies for cardholders and retail customersDesign tiering models, earn & burn mechanisms, rewards, and partner offeringsOwn and drive the loyalty roadmap, including quick wins and long-term enhancementsPlatform Adoption & Value DeliveryPromote and drive adoption of loyalty and customer engagement platformsMonitor usage, performance, and customer behavior to improve ROIRecommend data‑driven strategies to enhance engagement and retentionCustomer Lifecycle ManagementDrive engagement across onboarding, activation, usage, and retention stagesLaunch targeted campaigns such as spend boosters, rewards, and re‑engagement initiativesReduce attrition through data‑led retention strategiesRelationship ManagementAct as the primary point of contact for client stakeholdersBuild strong relationships across Marketing, CRM, Loyalty, and leadership teamsProvide strategic advisory using best practices and market insightsProgram GovernanceLead Quarterly Business Reviews (QBRs) and regular status meetingsEnsure SLA adherence and timely delivery of commitmentsCoordinate cross‑functional teams (product, analytics, operations)Data & Performance ManagementDefine and track KPIs such as activation rate, spend per card, redemption, retention, ROI, and profitabilityLeverage analytics for segmentation, targeting, and personalizationTranslate insights into actionable campaigns and improvementsIntegrate loyalty programs across mobile apps, online banking, and CRM systemsEnable real‑time engagement through behavioral triggers and personalized offersEnhance customer experience and reward transparencyStakeholder & Partner ManagementCollaborate with internal teams (Cards, Marketing, CRM, Digital, Risk, Compliance, Finance)Manage relationships with vendors, partners, and card networksEnsure compliance with regulatory and data privacy standardsGrowth & RetentionIdentify opportunities for upsell and cross‑sellDrive account expansion and renewal readinessMaintain high client satisfaction and relationship healthRequired Experience12–18 years of experience in loyalty, cards portfolio management, CRM, or retail bankingProven track record in designing and managing loyalty programsStrong understanding of card economics and customer lifecycle managementExperience in GCC / Middle East banking environment preferredExperience working with loyalty platforms (preferably MRS or similar)Exposure to fintech ecosystems, APIs, CRM tools, and analytics platformsExperience driving adoption of SaaS or customer engagement platformsMandatory SkillsStrong commercial acumen with ability to link strategy to financial outcomesAdvanced analytical and problem‑solving skillsExcellent communication and presentation skillsStrong stakeholder management and relationship‑building abilitiesAbility to manage multiple projects in a fast‑paced environmentCross‑functional leadership and coordination skillsHigh level of organization and governance disciplineIf your profile aligns with the above requirements and you are interested in exploring this opportunity, please feel free to apply.#J-18808-Ljbffr