Job Summary:

• To manage and develop the loyalty program performance and success.
• To work closely with loyalty consultant to ensure continuous progress and improvement of program for customers.
• Obtain useful insights and develop targeted campaigns for the different segments.
• Review Key metrics to measure success of campaigns and overall program.
• Work closely with Al Meera customer touch points such as call center, social media agency, operations, and commercial departments, etc to develop processes related to the loyalty program.
• Initiate, supervise and coordinate with the Marketing Director / manager any marketing initiatives that will enhance customer experience with our loyalty program.
• Develop marketing plan, road map and annual budget for the program.
• Work with financial partners, suppliers, and other retails to generate funds for program members.
• Propose solutions, compensation budgets, and win-back processes for complaints resulting from any of the loyalty programs.
• Assess and work with outsourced vendors to implement best practice loyalty schemes within Almeera.
• Aware of global loyalty program schemes, functionality, and campaigns to apply to improve the program and customer experience.
• Take ownership of customer loyalty & retention and the management of loyalty programs to meet sales targets.

Major Duties and Responsibilities:

• Managing Loyalty customers campaigns in stores, websites, mobile app and social media.
• Managing SMS & Email communications.
• Working with Loyalty platform & rewards program backend (website & app)
• Focal point for Loyalty partnerships, and closely dealing with the account manager of Loyalty consultancy.
• Develop training material and conducting training with AlMeera staff, Store managers, Call Centre Supervisor, etc.
• Responsible for Contractual Agreements.
• Sales Objectives of obtaining sponsorships/reward points from other retailers, suppliers, banks, business etc.
• Managing and retaining relationships & partnerships
• Translating Press releases & Radio scripts copywriter
• Responsible for reverse Vending Machines and associated rewards for members.
• Managing Loyalty raffle campaigns.

Qualifications:

• Possession of a university degree
• Promotes innovative or improved methods to get the work done and implement best practices.
• Creative approach to program development and differentiation
• Effective communication and interpersonal skills with proven ability to work with cross functional teams
• Define 7 execute content & reward opportunities for an established loyalty program
• Perfect written & spoken English & Arabic

Experience:

• At least 3 years’ experience working in an advanced CRM/ customer Retention environment where proposals are well reasoned and deliver positive ROI preferably in a retail environment. Has managed or was part of the team who managed loyalty programs.

Skills:

• Perform a profitability analysis / model a business case
• Technical experience with loyalty programs, websites, and applications.etc
• Experience with SAS platform is preferred.
• Write a business case (i.e. an assessment involving a discussion of options & a specific recommendation)
• Develop Project / Campaign Plans
• Multi-task across multiple tasks (prioritization setting and workload allocation)
• Resolve conflict