Loyalty Excellence Manager (2023080)

Nahdi Medical Co.


Date: 6 days ago
City: Jeddah
Contract type: Full time
Job Description

Manage and drive the loyalty operations toward excellence and efficiency following the best-in-class practices, while leading and maximizing business alignment between all stakeholders (Loyalty/Organization).

Accountabilities

Loyalty Program Operations:

Lead and manage the loyalty program operations through:

  • Develop and maintain the loyalty program operations processes, procedures, FAQs, terms and conditions and corporate briefings to ensure the effectiveness and standardization of the all operations.
  • Ensure accurate and smooth operation and compliance with NMC and Nuhdeek program policies including:
    • Enrollments across all touch points:
    • Contact Management:
    • Membership Management: (Status Management)
    • Points Issuance: standard and bonus
    • Points Redemption: in-store and in-app/ web
    • Points Expiry:
    • Retro Claims:
    • Return and Exchange:
    • Coupons Issuance:
    • Vouchers and Gift Cards:
    • Manage the loyalty program issues reported by GCC and Operations teams according to the agreed SLAs.
    • Manage the loyalty program logistics (POS material, flyers and brochures, letterheads, vouchers, gift cards).
    • Systems and Touchpoints:
      • Manage the loyalty program touchpoints including loyalty engine, loyalty portal, mobile apps and web in coordination with different teams and stakeholders (IT, Omni channel, and external vendors).
      • Manage System and Data Integration between CRM system and other systems in coordination with different teams and stakeholders (IT, Omni channel, and external vendors).
Loyalty Program Compliance:

  • Develop, maintain and monitor the loyalty program compliance.
  • Manage the CRM data to ensure data quality and integrity and data access and permissions across all systems in coordination with the IT team.
  • Conduct awareness sessions to the current and new pharmacists and any teams or stakeholders to ensure proper implementation of Nuhdeek program.

Loyalty Program Promotions

  • Build Loyalty Promotions in the designated systems in coordination with different teams and stakeholders (promotion, commercial, Omni channel and IT) including points-based promotions.
  • Create, manage Nuhdeek membership features, benefits and troubleshoot Nuhdeek Coupons (Cash and Offers) as well as NMC Vouchers and Gift Cards in coordination with different teams and stakeholders (IT, Omni channel, category marketing, promotion, IT and external vendors).

Loyalty Marketing Communication

  • Execute different Marketing Communication activities across all channels in coordination with different teams and stakeholders (promotion, category marketing, Omni channel, GCC, IT, Operations Excellence).

Financials:

  • Act as the focal point for the Loyalty & Analytics department concerning the department expenditures, best estimate, budget…etc.to ensure compliance with the financial guidelines.
  • Execute the payment process including dealing with the external parties, following up the required signatures, creation of Purchase Requests (PRs), Payment slips …etc. to ensure accurate and timely implementation of the department’s payments.

Work Environment

  • Indoors : 85%
  • Outdoors : 15%
  • Working Days : 5 Working Days
  • Days off : 2 Days Off
  • Working Hours : 8:00 AM – 6:00 PM (1 hour break)

Job Requirements

Education

  • BSc Degree – Business Administration

Experience

  • 7- 10 years of experience in CRM and loyalty role

Computer Skills

  • MS Office Suite
  • MicroStrategy
  • Siebel

Languages

  • English
  • Arabic

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