Loyalty & Partnership Manager

Summary

The Senior Specialist – Bank-wide Loyalty & Partnerships is responsible for designing, implementing, and managing customer loyalty programs and strategic partnerships across the bank. The role focuses on enhancing customer engagement, increasing retention, driving revenue growth, and creating a differentiated customer experience through value-added partnerships and rewards ecosystems.

Key Responsibilities

1. Loyalty Program Management

• Design, develop, and continuously enhance the bank’s loyalty and rewards programs.
• Manage day-to-day operations including points accrual/redemption, campaigns, and offers.
• Ensure alignment of loyalty initiatives with overall customer value proposition and segmentation strategy.
• Monitor program performance using KPIs (engagement, redemption rates, retention, ROI).

2. Partnership Development & Management

• Identify, evaluate, and onboard strategic partners across industries (e.g., retail, airlines, hospitality, lifestyle).
  • Negotiate commercial terms, agreements, and offers with partners.
  • Manage ongoing partner relationships to ensure mutual value creation.
  • Explore co-branded opportunities and exclusive offers for bank customers.

  3. Campaign & Offer Execution

  • Plan and execute targeted loyalty campaigns across customer segments.
  • Collaborate with marketing teams to promote programs and partnerships.
  • Develop customer-centric offers aligned with market trends and customer needs.
  • Ensure seamless execution across digital and physical channels.

  4. Data Analysis & Reporting

  • Track and analyze loyalty and partnership performance metrics.
  • Generate insights to optimize program effectiveness and customer engagement.
  • Prepare reports and dashboards for stakeholders and senior management.
  • Use customer data to personalize offers and improve targeting.

  5. Customer Experience Enhancement

  • Ensure a seamless and engaging loyalty experience across all touchpoints.
  • Identify pain points and recommend improvements to enhance customer satisfaction.
  • Align loyalty initiatives with broader customer journey strategies.

  6. Stakeholder Collaboration

  • Work closely with internal teams: marketing, digital, retail banking, cards, CRM, analytics, and IT.
  • Coordinate with legal, compliance, and procurement teams for partnership agreements.
  • Ensure initiatives are compliant with regulatory and internal governance standards.

   

  Qualifications & Experience

  • Bachelor’s degree in Business Administration, Marketing, Finance, or related field (MBA preferred).
  • 7+ years of experience in loyalty programs, partnerships, CRM, or marketing within banking, fintech, or retail.
  • Strong understanding of reward ecosystems, customer engagement strategies, and partnership models.
  • Experience managing vendors and external partners.

   

  Key Skills & Competencies

  • Strategic thinking and commercial acumen
  • Negotiation and relationship management skills
  • Data analysis and performance tracking
  • Project management and execution excellence
  • Strong communication and stakeholder management
  • Customer-centric mindset
  • Familiarity with loyalty platforms and CRM systems
  • Arabic Speaker is a must

   

  Key Performance Indicators (KPIs)

  • Customer engagement and retention rates
  • Loyalty program usage and redemption rates
  • Incremental revenue from loyalty initiatives
  • Number and quality of strategic partnerships
  • Customer satisfaction (NPS) related to loyalty offerings

   

  Reporting Line

  • Reports to: Loyalty/Customer Engagement Manager or Head of Partnerships
  • May coordinate with cross-functional teams and external vendors