Job Description

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities - all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

Role Purpose:

The Loyalty Programs Manager is responsible for implementing and optimizing the loyalty program, Support countries to develop loyalty strategy designed. The role holder is also responsible for handling operational issues of the existing loyalty programs within the country and supporting relevant initiatives in order to meet business objectives.

Role Details - Key Responsibilities and Accountabilities:

Loyalty Programs Planning

• Support the development of compelling loyalty programs for acquisition of new customers and retention of existing customers
• Oversee the collection of research for the development of reward categories and levels designed and updated in accordance with customer needs
• Coordinate with customer research team to understand key customer insights
• Develop campaign proposals with the relevant departments and the Merchandising team within countries while sharing best practices.
• Loyalty Manager will be responsible for managing the conversion of MyClub to SHARE within identified markets to ensure seamless transition and strong local take up to drive further customer and sales growth in target markets.
• Responsible to Rollout the program to new markets.
• Coordinate with MAFH regularly to plan and implement any initiatives or projects related to customer loyalty programmes

Loyalty Programs Implementation and Operations

• Manage team to ensure proper execution and measurement of loyalty initiatives
• Define the objectives of the loyalty programs based on understanding of consumer needs, competitive landscape, internal and external environment
• Develop reports on existing loyalty programs and implement necessary actions for improvement or discontinuation of programs
• Monitor the key performance indicators (KPIs) based on the program objectives for monitoring the progress of loyalty programs effectiveness
• Oversee day-to-day operational and implementation activities that include but are not limited to resolving system or billing issues related to all customer loyalty initiatives
• Conduct periodic meetings with relevant employees to follow up smooth running of activities
• Review all reports prepared and prepare periodic reports with respect to the loyalty function activities
• Oversee the management of the loyalty marketing calendar across countries.
• Undertake regular reviews with the market teams to monitor and review performance and the delivery of the overarching loyalty strategy
• Follow up on technical issues when required and develop instructions on how to deal with similar problems when they arise in the future

Collaboration and Communication

• Support collaboration with the Omni-Channel department to ensure smooth functioning of systems that support loyalty programs
• Support collaboration with the Marketing Department to ensure that customer loyalty programs are marketed consistently and effectively across channels
• Working with the market team and CRM, create an annualised plan that sets out the communications strategy within the market across all channels as appropriate
• Manage strategic negotiations with external third-party agencies for ensuring availability of the right partnerships for implementation of effective and attractive retention and loyalty programs
• Work closely with the category roles department to design campaigns when required

Human Capital Responsibilities

• Assist with the implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
• Provide inputs on training needs and coordinate with the HC department to ensure facilitation of training requirements
• Develop and implement on the job-training for the team
• Provide inputs for the development of annual manpower plan
• Ensure the implementation of MAF Retail's corporate policies and relevant procedures

Financial Responsibilities

• Ensure alignment of procedures in accordance with the Delegation of Authority (DOA)
• Assist in monitoring allocated budget to ensure compliance and highlight possible issues
• Provide inputs on the preparation of budget when necessary
• Provide inputs on cost reduction measures

Personal Characteristics and Required Background:

Minimum Qualifications/education

• Bachelor's Degree in Marketing , Business Administration or relevant

Minimum experience

• 3-4+ years in a similar position
• 2+ years in retail business is preferred

Skills

• Loyalty and CRM Experience
• Analytics skills
• Project management
• Strong communicator and presentation skills
• Excellent organizational and time management skills
• Customer centric