Cards&Retail Loyalty Expert / Customer Success Manager

<div><p><b>Job Title: Cards&Retail Loyalty Expert / Customer Success Manager</b></p><p><b>Contract Duration:</b>Yearly renewable</p><h3>Role Overview</h3><p>We are seeking an experienced<b>Cards&Retail Loyalty Expert / Customer Success Manager (CSM)</b>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.</p><h3>Key Responsibilities</h3><h3>Loyalty&Engagement Strategy</h3><ul><li>Define and execute end-to-end loyalty strategies for cardholders and retail customers</li><li>Design tiering models, earn&burn mechanisms, rewards, and partner offerings</li><li>Own and drive the loyalty roadmap, including quick wins and long-term enhancements</li></ul><h3>Platform Adoption&Value Delivery</h3><ul><li>Promote and drive adoption of loyalty and customer engagement platforms</li><li>Monitor usage, performance, and customer behavior to improve ROI</li><li>Recommend data‑driven strategies to enhance engagement and retention</li></ul><h3>Customer Lifecycle Management</h3><ul><li>Drive engagement across onboarding, activation, usage, and retention stages</li><li>Launch targeted campaigns such as spend boosters, rewards, and re‑engagement initiatives</li><li>Reduce attrition through data‑led retention strategies</li></ul><h3>Relationship Management</h3><ul><li>Act as the primary point of contact for client stakeholders</li><li>Build strong relationships across Marketing, CRM, Loyalty, and leadership teams</li><li>Provide strategic advisory using best practices and market insights</li></ul><h3>Program Governance</h3><ul><li>Lead Quarterly Business Reviews (QBRs) and regular status meetings</li><li>Ensure SLA adherence and timely delivery of commitments</li><li>Coordinate cross‑functional teams (product, analytics, operations)</li></ul><h3>Data&Performance Management</h3><ul><li>Define and track KPIs such as activation rate, spend per card, redemption, retention, ROI, and profitability</li><li>Leverage analytics for segmentation, targeting, and personalization</li><li>Translate insights into actionable campaigns and improvements</li><li>Integrate loyalty programs across mobile apps, online banking, and CRM systems</li><li>Enable real‑time engagement through behavioral triggers and personalized offers</li><li>Enhance customer experience and reward transparency</li></ul><h3>Stakeholder&Partner Management</h3><ul><li>Collaborate with internal teams (Cards, Marketing, CRM, Digital, Risk, Compliance, Finance)</li><li>Manage relationships with vendors, partners, and card networks</li><li>Ensure compliance with regulatory and data privacy standards</li></ul><h3>Growth&Retention</h3><ul><li>Identify opportunities for upsell and cross‑sell</li><li>Drive account expansion and renewal readiness</li><li>Maintain high client satisfaction and relationship health</li></ul><h3>Required Experience</h3><ul><li>12–18 years of experience in loyalty, cards portfolio management, CRM, or retail banking</li><li>Proven track record in designing and managing loyalty programs</li><li>Strong understanding of card economics and customer lifecycle management</li><li>Experience in GCC / Middle East banking environment preferred</li><li>Experience working with loyalty platforms (preferably MRS or similar)</li><li>Exposure to fintech ecosystems, APIs, CRM tools, and analytics platforms</li><li>Experience driving adoption of SaaS or customer engagement platforms</li></ul><h3>Mandatory Skills</h3><ul><li>Strong commercial acumen with ability to link strategy to financial outcomes</li><li>Advanced analytical and problem‑solving skills</li><li>Excellent communication and presentation skills</li><li>Strong stakeholder management and relationship‑building abilities</li><li>Ability to manage multiple projects in a fast‑paced environment</li><li>Cross‑functional leadership and coordination skills</li><li>High level of organization and governance discipline</li></ul><p>If your profile aligns with the above requirements and you are interested in exploring this opportunity, please feel free to apply.</p></div>#J-18808-Ljbffr