Loyalty Manager

OverviewExperience requirement: 12 Years, GCC required / KSA experience preferredJob location: Riyadh, KSAProject scope: Loyalty ManagerSCOPE: Lead the development of Loyalty Strategy. Strong PMO experienceRoleLead the development and execution of a robust loyalty strategy for the retail banking division, aligned with the bank's overall business objectivesOversee the planning, implementation, and monitoring of various loyalty programs and initiatives, ensuring their effectiveness and alignment with customer needs and business goalsLead and manage complex loyalty projects, including pan-bank loyalty initiatives, from conception to execution, ensuring timely delivery and effective resource allocationBenchmarking the strength and weaknesses of Clients loyalty offering against local, regional and global players in the market;Developing personalized internal material to communicate and explain the loyalty program to internal stakeholders;Collaborating with the communications department to elaborate customer surveys with the goal of gathering feedback;Supporting the Clients loyalty team to add new products to the platform as required;Designing a manual/toolkit that shall include Client specific processes related to the loyalty platform (e.g., how to initiate a campaign, raise a ticket with the technical team);Liaising with internal and external technical / operation team to set up campaigns and resolve any issues which may arise with use of the Mastercard Rewards System for Clients loyalty programs;Documenting all key meeting minutes and following-up with relevant stakeholders on action points;Designing and updating a tracker to follow-up on all of the initiatives agreed on as well as on the activities/ campaigns to be launched;Building business cases for specific campaigns based on existing program construct;Supporting internal and business strategic discussions;Providing launch support and ongoing loyalty communication guidance;Supporting with post-campaign assessment with the data available;Preparing and maintaining dashboards with key performance indicators for the program (from earn to redemption), including elements tracked by other departments such as accrued points versus redeemed points;Liaising with the Clients Analytics Team regarding segmentation criteria for the loyalty segmentation tool, which shall be built by such Analytics Team; andDesigning targeted offers and campaigns for the various segments based on identified needs and trends from the loyalty segmentation tool.RequirementsExperience: Minimum 12 years of experience in planning and executing loyalty strategies in a retail bank, with a demonstrated track record of successfully leading and delivering complex loyalty projects, including pan-bank loyalty initiatives.Expertise in loyalty management: Strong understanding of loyalty program design, implementation, and optimization. Familiarity with various loyalty tools, platforms, and technologies.Financial acumen: Ability to comprehend and analyze the financial aspects of loyalty programs, including P&L analysis and revenue forecasting. Experience in driving revenue growth and managing costs within loyalty portfolios.Customer-centric mindset: Deep understanding of customer behavior, segmentation, and targeting. Proven ability to develop and implement customer-centric loyalty initiatives that enhance customer satisfaction and loyaltyAnalytical skills: Proficiency in data analysis, utilizing customer insights and performance metrics to drive strategic decision-making. Experience with data visualization tools and techniques is a plus.Project management skills: Strong project management capabilities, including planning, execution, and resource management. Ability to effectively manage multiple projects simultaneously and meet deadlines.Communication and collaboration: Excellent interpersonal and communication skills, with the ability to effectively collaborate and influence stakeholders at all levels. Experience in working cross-functionally and managing relationships with external vendors and partners.Adaptability and innovation: Demonstrated ability to adapt to changing business priorities and market dynamics. Proactive in exploring innovative approaches to loyalty program design and customer engagement.Education: Bachelor's degree in Business Administration, Marketing, Finance, or a related field. Advanced degree or professional certifications in loyalty management or marketing is a plus.#J-18808-Ljbffr