Manager-Loyalty Program

via Mashreq bank
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Details: Posted on: 26th November 2017

  • Company Name: Mashreq bank
  • Employment Type: Full Time
  • Monthly Salary: Unspecified
  • Minimum Work Experience: 5-10 Years
  • Minimum Education Level: N/A
  • Listed By: Employer
  • Career Level: Manager


Manage and own the end to end implementation of all system developments on the Loyalty and Pricing Engine to support the bank to have best in class loyalty program in the region catering across all customer segments under Retail umbrella. Leverage the Pricing system capability through developing and implementing pricing modules, product bundles and special packages to drive positive customer financial behavior, increase product holding and improve retention.

Key Result Areas

Function as the key business administrator for the loyalty and pricing solution and take ownership of all loyalty and pricing system related changes including parameterization, campaign configuration and other core system dependencies (Core Banking, Card System, CRM, Switch etc.)

Manage and enhance the customer loyalty benefits to increase customer engagement, new customer acquisition and customer stickiness to facilitate positive bank-wide financials and revenue generation.

Expand the Salaam program spend offering to include more Credit & Debit Card products to strengthen the Cards proposition and make it more appealing to customers.

Replicate the Salaam program experience to other International retail businesses based on business need and recommendation.

Migrate other loyalty point computation platforms into one single hub to be operationally managed, increase control and offer complete flexibility to business.

Play a critical role in implementing system developments which encourage customers to increase spend on Cards, wallet size of deposit products and to drive cross sell.

Introduce dynamic options to increase customer communication through different channels, online and offline statements and Alerts.

Mitigate benefits fulfillment issues through coordination with service units, operations and technology teams.

Expand the scope of the program across all segments including Islamic with full compliance of Sharia'h principals.

Effectively manage the Loyalty and pricing system to ensure the following:

Automation of customer campaigns to reduce manual percentage of error and achieve quick and accurate fulfillment to drive customer satisfaction.

Project Manage the developments to ensure business requirements are properly tested and implemented in line with the requirement document.

Reduce revenue leakage through proper reports and controls.

Coordinate with Vendor periodically to ensure the system capability is fully utilized by the bank to maximize return on investment.

Create and manage a comprehensive dashboard with monthly statistics and performance data on the program including earnings and redemption and share with all stakeholders to support decisions on benefit v.s cost by product, by segment and overall financial standing.

Manage the Loyalty currency provisioning and updating related GLs to ensure that the benefits payout cost is in line with allocated budget and strategic objective, and inspecting the projected provision on a monthly basis to moderate any variance and shortcomings.

Manage and periodically monitor campaigns in the loyalty and pricing system to ensure proper control and mitigate revenue leakage.

Work closely with MIT and Vendor to ensure that the data flow to the loyalty and pricing system is in line with the defined SLA and ensure that the customer loyalty programs and customer campaign results are not impacted.

Support customer loyalty program communications on benefits earning using SMS and emailers to ensure that customers are fully aware of their earning details and other program elements.

Conducting market research on a periodic basis for benefits payout by local and global competitors in order to align system functionality and scope for current and future loyalty enhancements using a timeline model to chart past, present, and future loyalty benefit trends

Knowledge, Skills and Experience

Entrepreneurial, strong profit orientations, effective team leader, ability to work under pressure and achieve critical project timelines to meet business expectation.

Project Management professional, ability to manage, plan, implement and launch multiple projects in parallel.

Experience of building portfolio dashboards

8 - 10 years of substantive related banking experience or exceptional experience in another financial field.

The jobholder should have the balance, judgment and maturity to independently evaluate and execute internal new product ideas and offers from external partners.

System/ process understanding to enable the individual to be ‘hands-on' when involved with new program development, process automations and MIS generation

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