Role Purpose:

Identifying, attracting, and retaining loyal customers which involves creating comprehensive loyalty programs that provides incentives, rewards, and personalized experience that build strong emotional connection with customers.

Position Information:

Title: Senior Manager Loyalty & Retention Management

• Unit: Consumer
• Division: Customer Life Cycle Management
• Location: Muscat
• Grade: L2
• Line Manager: General Manager Customer Lifecycle Management
• Direct reports: Nil

Minimum role requirements:

• Bachelor’s degree in relevant discipline
• 8 years of relevant experience with at least 3 years in a management position

Key Accountabilities:

• Build and execute customer loyalty and retention strategies that align with overall business goals
• Develop an understanding of customer needs and preferences by collecting and analyzing customer data from various sources
• Create a targeted customer loyalty program that provides incentives and rewards that resonate with customers such as discounts, free shipping, exclusive promotions, and personalized offers
• Collaborate with CVM to personalize experience by tailoring offers and rewards based on customer preferences and behavior
• Monitor customer retention rates, track program participation, and evaluate the return on investment
• Measure and evaluate program effectiveness to ensure it is driving the desired behaviors and results
• Develop consistent messaging and create opportunities for two-way communication with customers
• Monitor customer satisfaction levels and develop initiatives to improve customer experience levels
• Evaluate effectiveness of loyalty programs and implement improvements to the program to better serve the interests of the customers
• Conduct market research and analyze feedback
• Collaborate with other departments to design products and services that meet the needs of specific customers
• Develop the section’s SLAs to ensure seamless and timely delivery of services

Key Competencies:

Leadership:

• Assertiveness and Conflict Resolution
• Fostering Learning and Development
• Inspiring and Leading Others
• Leading Change and Cultivates Innovation
• Visioning and Alignment

Behavioral:

• Drives Achievements
• Ethics & Compliance
• Timely Decision - Making

Technical:

• Automation
• Database Management