Loyalty Manager

PayTech Group


Date: 1 day ago
City: Riyadh
Contract type: Full time
  • Term: 12 months
  • Experience requirement: 12 Years, GCC required / KSA experience preferred
  • Job location: Riyadh, KSA
  • Project scope: Loyalty Manager
  • Language: Arabic preferred


SCOPE: Lead the development of Loyalty Strategy. Strong PMO experience

ROLE

  • Lead the development and execution of a robust loyalty strategy for the retail banking division, aligned with the bank's overall business objectives
  • Oversee the planning, implementation, and monitoring of various loyalty programs and initiatives, ensuring their effectiveness and alignment with customer needs and business goals
  • Lead and manage complex loyalty projects, including pan-bank loyalty initiatives, from conception to execution, ensuring timely delivery and effective resource allocation
  • Benchmarking 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; and
  • Designing targeted offers and campaigns for the various segments based on identified needs and trends from the loyalty segmentation tool.


Requirements:

  • Experience: 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 loyalty
  • Analytical 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.

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