Loyalty Manager

1. Term: 12 months
2. Experience requirement: 12 Years, GCC required / KSA experience preferred
3. Job location: Riyadh, KSA
4. Project scope: Loyalty Manager
5. 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.