Loyalty Operations Manager

Job Purpose:

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.

Functional Accountabilities:

• Lead and manage the loyalty program operations
• Develop and maintain the loyalty program operations, processes, procedures, FAQs and T&Cs, and corporate briefings to ensure the effectiveness and standardization of all operations
• Ensure accurate and smooth operation and compliance with program policies including:
o Enrollments across all touchpoints:
 Contact Management:
 Membership Management:
 Status Management;
 Pricing Management;
 Points Issuance: standard and bonus Points
 Redemption: instore and in-app web
 Points Expiry:
 Retro Claims:
 Return and Exchange:
 Coupons Issuance: Vouchers and Gift Cards:
• 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
• Build Loyalty Promotions in the designated systems in coordination with different teams and stakeholders promotion of commercial Omnichannel and IT including points-based promotions
• Create and manage program membership features benefits and troubleshoot
• Program Coupons Cash and Offers as well as any Vouchers and Gift Cards in coordination with different teams and stakeholders IT Omnichannel category marketing promotion IT and external vendors
• Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.

Education

• University Graduate – Preferrable BSc/MSc
• Perfectly bilingual (English & Arabic, Written & Spoken)
• Computer Skills: data analytics, data entry, MS excel, and CRM (Oracle)

Experience, Skills & Competencies

• 3-5 years of experience in CRM and loyalty role