LOYALTY & REWARDS PROGRAM MANAGER

JOB PURPOSE\:

To develop and implement innovative customer loyalty programs for Retail Banking customers, managing processes and collaborations with all relevant stakeholders. Also to enhance brand loyalty strategies to deepen relationship with customers, improve retention rates and elevate brand recognition in a competitive market .

Job Description\:
Product Development
1. Participate in developing the loyalty strategy for the different segments, products and banking services to offer a holistic loyalty program that rewards the customer on their total bank activity.
2. Provide an innovative loyalty experience to the customer by designing an end-to-end real-time and user-friendly digital customer experience, gamified elements, and social integrations to captivate users and deepen program engagement.
3. Manage and monitor merchant redemption rates and recommend to add or remove merchants based on usage to have a strong merchants’ network
4. Collaborate with analytics teams to gain insights into customer preferences and behaviours, program engagement and rewards redemptions to ensure the continuous improvement of rewarding programs and identify opportunities for new rewarding tactics, personalization strategies, and engagement channels.
5. Identify local and international market trends and opportunities to drive increased customer engagement and retention.
6. Manage all technical aspects of loyalty with the MasterCard Rewards System (MRS) and IT teams for enhancements, changes or new programs
7. Act as a focal point for any complaints resulting from bank and merchant side with regards to loyalty and take any necessary actions in order to enhance customer experience
8. Generate daily, weekly, monthly quarterly reports including revenue generated, cost-effectiveness, and Return on Investment (ROI) to monitor program and financial performance, to update management and develop action plans where required.
9. Analyse the business operations and work flow process to identify bottlenecks that hinder business performance and make the necessary changes in coordination with relevant stakeholders to improve business processes, service quality and Turnaround time (TAT).
10. Work closely with marketing teams to design promotions and incentives to attract new customers and encourage existing customers to increase their banking activity and consequently their loyalty.
11. Manage and introduce various customer rewarding programs, including Cashback, Bonus Points, and Travel Benefits, to cater and diverse customer preferences and banking activities.
12. Drive customer engagement and retention through hyper-personalized loyalty programs, tailoring offers, rewards, and experiences to individual needs and preferences.
Policies, Processes and Procedure
13. Implement approved department policies, processes, and procedures and monitor adherence so that work is carried out in a controlled manner
Day-to-day Operations
14. Implement the day-to-day operations assigned for the Loyalty & Strategic Partnerships department to ensure compliance with the established standards and procedures
Compliance
15. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks