Loyalty Program Manager

The Loyalty Program Manager will lead the creation and ongoing management of a customer loyalty program that drives engagement, fosters customer loyalty, and boosts lifetime value. This includes the development of customer retention strategies, creation of tailored offers, partnership building, performance monitoring, and cross-functional collaboration with marketing, product, and customer service teams to ensure a seamless customer experience. The role will also focus on maintaining compliance with local regulations and ensuring the program follows industry best practices.

Responsibility:

Strategy & Implementation: Lead the development of the loyalty program strategy, ensuring alignment with business objectives and customer needs.

Define program structure, including customer tiers, benefits, and rewards, ensuring clear and appealing value propositions for different customer segments.

Oversee the programs roll-out and integration with various touchpoints including Loyalty Platforms, Ecommerce platforms, website, mobile app, and CRM systems.

Regularly assess and refine program features and benefits based on performance metrics and customer feedback

Building Partnerships: Identify and build strategic partnerships across the Middle East and other regions to enhance the loyalty programs value proposition.

Negotiate and manage partnerships with external vendors, brands, and service providers to expand the scope of offers and rewards.

Develop and maintain strong relationships with internal and external partners, ensuring mutual benefits and continued program success.

Ensure that the loyalty programs partner portfolio remains diverse and appealing to customers.

Customer Retention & Engagement: Design and implement retention and engagement campaigns to drive customer loyalty and lifetime value.

Create targeted offers, promotions, and communications based on customer behavior and preferences.

Develop campaigns for both new and existing customers, fostering long-term relationships with highvalue segments.

Use customer insights to craft personalized experiences and continuously improve customer satisfaction and loyalty.

Offer Creation & Management:

Work cross-functionally with internal teams (marketing, product, customer service) to design and implement exclusive offers, rewards, and promotions.

Ensure that offers are tailored to customer behavior, preferences, and demographics, driving both shortterm and long-term engagement.

Oversee the ongoing management of reward catalog and offers, ensuring relevance and alignment with customer needs.

Continuously monitor offer performance and adjust as necessary to optimize customer engagement.

Data & Performance Analysis: Monitor, analyze, and report on loyalty program performance, including customer engagement, retention rates, and ROI.

Utilize data analytics tools to track program metrics and customer behavior to optimize strategy. Provide actionable insights to senior management to inform program adjustments, budget allocation, and strategic priorities.

Use data to drive continuous improvement in program offerings, ensuring a seamless and high-value customer experience.

Education & Experience:

Bachelors degree in Marketing, Business Administration, or a related field.

9 12 years of experience in managing loyalty programs, customer retention, or related roles within the customer experience domain. Experience in strategic planning, campaign management, and using customer insights to develop business strategies.

Proven experience in partnership development and management, particularly in the Middle East region or internationally

Systems & Languages:

Proficiency in using Loyalty Platforms, Ecommerce Systems, MMP and analytics tools, and marketing automation systems.

Strong knowledge of tools such as Magento, Insider, CleverTap, and other CRM and data analytics platforms.

Familiarity with loyalty management systems and performance tracking software.

Proficiency in English (Arabic is a plus, especially for Middle East markets).

Knowledge, Skills and Abilities: Strong analytical skills with the ability to interpret complex data, identify trends, and make data-driven decisions.

Excellent campaign management skills, with a focus on customer engagement, retention, and behavior tracking.

In-depth knowledge of loyalty program strategies, customer segmentation, and lifetime value optimization.

Strong interpersonal and communication skills to effectively collaborate with cross-functional teams.

Ability to manage multiple projects simultaneously, with strong attention to detail and a results-oriented mindset.

Familiarity with industry best practices in customer loyalty and compliance with local regulations.

Creative thinker with the ability to innovate and implement new strategies that enhance customer loyalty and engagement.

Company Industry

• Recruitment
• Placement Firm
• Executive Search

Department / Functional Area

• Maintenance
• Operations

Keywords

• Loyalty Program Manager

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