Vice President - Loyalty Operations
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About the role
JOB PURPOSE
Lead the operational strategy of the programme as part of the overall loyalty strategy and execute according to scope, service level, operating procedures and cost, to drive short and long term financial and operational goals. Design and lead the strategic development of loyalty product and product roadmap. Management and continuous improvement of the loyalty platform technology operating environment. Working across the digital product lifecycle, this position is accountable for delivering key, prioritized parts of the digital loyalty strategy guided by customer, commercial and technical innovations. This position will also measure the product post-launch to ensure efficiency, customer adoption and satisfaction
This role is exclusive to UAE Nationals
Roles and Responsibilities
Strategic Responsibilities
Responsible for creating a seamless and personalized digital experience through the loyalty programme, that is engaging, valuable and fun for members across product management, ecommerce and user experience
Partner with Technology and Digital Products teams to provide guidance and recommendations to drive loyalty innovation and growth based on the programme’s road map timing
Deliver and update the multi-year digital loyalty roadmap, including digital customer journey, benefits, customer KPIs and drive new and dynamic digital initiatives to our existing base of members while reaching out to new prospect members
Deliver a point of view on best-in-class digital loyalty practices and technologies, based on customer insights, customer-level testing and analytics and market and competitive data with the goal of driving incremental customer loyalty and financial value
Formulate and enhance the digital strategy by staying up to date on Loyalty technologies and trends
Functional Responsibilities
Define and manage the Darna loyalty offer(s), including program structure, roadmap, benefits, program offer expense management, as well as implementing and managing the data architecture systems needed to support long-term goals.
Champion the digital loyalty roadmap and prioritization of new features; provide input to the annual product lifecycles including roadmap, backlog grooming and launch as well as the enhancement and extensibility of existing loyalty products and services
In line with the loyalty programme strategy and design, seek out and exploit digital loyalty programme development opportunities, innovation and gamification to drive customer acquisition and penetration within the business portfolios
Conceptualize and launch loyalty digital platforms and initiatives, from business case development, user story creation, prototyping and piloting, through activation
Work closely with stakeholders to ensure all dependencies and impediments are understood so new features can be released in a timely manner: Highlight product features and improvements in a manner clearly understandable to the development team; Drive sprint planning and demo meetings to track and monitor sprint achievement, as well as to scrum team; Define and execute go-to-market strategies for the digital loyalty initiatives across all participating brands and markets; and training plans, working with marketing, operations, change management and development teams
Collaborate with IT to develop appropriate capital budget investments to support and grow the digital initiatives of loyalty programme
Work with project teams and sub-teams to develop and implement digital loyalty enhancements and products. Manages these projects in accordance with loyalty programme’s established program methodologies. Ensures that multiple projects meet specified timelines and deliver expected results
People Development
Guide and motivate subordinates to enhance performance and produce quality work, and ensure that they are continuously developed for higher-level roles
Coach and mentor the team and stakeholders on domain expertise of loyalty, consumer marketing and brand marketing
RELATED YEARS OF EXPERIENCE :
Min of 10+ years’ experience in commercial or strategic partnerships, preferably with loyalty
YOE IN MANAGERIAL POSITION:
Min of 2+ years of managerial experience.
FIELD OF EXPERIENCE:
Loyalty Programs, CRM, Platforms, Mobile App Roadmap, Loyalty Digital Platforms industry knowledge and experience in business development.
TECHNICAL AND INTERPERSONAL SKILLS
Experience working in various development environments.
Experience writing user stories and using product management and development tracking tools
Strong technical product management background, with demonstrated experience leading cross-functional technology
Proven multi-channel marketing experience with heavy emphasis on online and offline channels
Experience integrating and aligning Customer Relationship Management platform functionality with business processes
Familiarity with financial models (e.g. ROI, forecast models) and structuring and writing presentations
Highly developed interpersonal skills with an ability to persuade and influence decisions.
Proven experience in leading a partner network and strengthening relationships with key partners.
Track record of driving results through cross-functional collaboration
Strong understanding of business objectives, data analytics, and ability to build action plans and finance business to meet objectives.
QUALIFICATION:
Bachelor degree in Marketing/Business Administration
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