JOB PURPOSE

The Manager - Loyalty is responsible for implementing and optimizing the loyalty program within the assigned Country. The role holder is also responsible for handling operational issues of the existing loyalty programs within the country and supporting relevant initiatives.

DUTIES AND RESPONSIBILITIES

Loyalty Programs Planning

• Support the development of compelling loyalty programs in collaboration with CORP HO for the acquisition of new customers and retention of existing customers
• Manage the collection of research for the development of reward categories and levels designed and updated in accordance with customer needs
• Coordinate with Customer Intelligence function to understand key customer insights

Loyalty Programs Implementation and Operations

• Collaborate with internal stakeholders to define the objectives of the loyalty programs based on the understanding of consumer needs, competitive landscape, internal and external environment
• Negotiate with third parties to bring the correct partnerships to the loyalty program for effective and attractive retention mechanics on the country level
• Develop reports on existing loyalty programs and implement necessary actions for improvement or discontinuation of programs
• Monitor the key performance indicators (KPIs) based on the program objectives for monitoring the progress of the loyalty program's effectiveness
• Manage day-to-day operational and implementation activities that include but are not limited to resolving system or billing issues related to all customer loyalty initiatives
• Conduct periodic meetings with relevant employees to follow up on smooth running of activities
• Review all reports prepared and prepare periodic reports with respect to the loyalty function activities
• Follow up on technical issues when required and develop instructions on how to deal with similar problems when they arise in the future

Human Capital Responsibilities

• Assist with the implementation of the performance management process by setting objectives, monitoring performance, and providing constructive feedback and provide inputs to senior management
• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
• Provide inputs on training needs and coordinate with the HC department to ensure the facilitation of training requirements
• Develop and implement on-the-job training for the team
• Provide inputs for the development of an annual manpower plan
• Ensure the implementation of MAF Retail’s corporate policies and relevant procedures

QUALIFICATION EXPERIENCE AND SKILLS

• Bachelor’s Degree in Marketing, Business Administration or relevant
• Strong analytical and technical skills
• Project management
• Strong communicator and presentation skills
• Excellent organizational and time management skills
• English (Full professional proficiency - Required)

Minimum experience

• 5+ years in a similar position
• 2+ years in retail business is preferred

Preferred Languages

• English (Full professional proficiency - Required)
• Arabic (Professional efficiency – Advantage)