Qureos Mentor

PayTech Group

<div>
 
 Job Title:
 
 Loyalty Program Manager/ Customer Success Manager
 
 
 
 Term:
 
 12 months
 
 
 
 Location:
 
 Kuwait City
 
 
 
 Division:
 
 Cards &amp; Payments (Retail)
 
 
 
 Reports to:
 
 Head of Product/ Head of Loyalty
 
 
 
 Relevant experience:
 
 
 
 <ul>
 <li>
 5&ndash;8 years in customer success for software platforms
 </li>
 <li>
 Experience with loyalty platforms customer engagement programs
 
 
 
 </li>
 </ul>
 
 Mandatory requirements:
 
 
 
 <ul>
 <li>
 Experience with loyalty program design and optimization
 </li>
 <li>
 Immediately Available
 </li>
 <li>
 Familiarity/hands on with tools loyalty platform
 
 
 
 </li>
 </ul>
 
 Purpose of the Project:
 
 
 
 The purpose of this engagement is to deploy a Loyalty Program Manager / Customer Success Manager who will act as a strategic advisor and trusted partner to the client, ensuring they achieve measurable business outcomes through their loyalty and customer engagement platform. The role will drive platform adoption, deliver tangible value, and foster long‑term relationships that result in improved customer engagement, retention, and growth. The Loyalty Program Manager / CSM will also serve as the connecting link between client stakeholders and internal teams, bringing together marketing, CRM, loyalty, analytics, and operations to ensure that expectations, SLAs, and strategic objectives are consistently met.
 
 
 
 Core Responsibilities And Accountabilities
 
 
 
 
 Drive Adoption &amp; Value
 
 
 
 <ul>
 <li>
 Evangelize the loyalty and customer engagement platform with client stakeholders.
 </li>
 <li>
 Monitor platform usage, performance and customer behavior, and proactively recommend strategies to improve engagement, retention, and ROI.
 
 
 
 </li>
 </ul>
 
 Relationship Management
 
 
 
 <ul>
 <li>
 Serve as the primary point of contact for assigned accounts.
 </li>
 <li>
 Build trusted, long‑term relationships with stakeholders across Marketing, CRM, Loyalty, and Executive teams.
 
 
 
 </li>
 </ul>
 
 Strategic Guidance
 
 
 
 <ul>
 <li>
 Provide best practices, playbooks, and use cases for loyalty program success, grounded in data and leading market standards.
 </li>
 <li>
 Translate data‑driven insights into clear recommendations for the clients loyalty and customer engagement strategy.
 
 
 
 </li>
 </ul>
 
 Program Governance
 
 
 
 <ul>
 <li>
 Lead and coordinate regular business reviews (e.g., QBRs) and status updates via calls, presentations, and onsite meetings.
 </li>
 <li>
 Align and coordinate internal resources (e.g., product, analytics, operations) to meet client objectives and SLAs.
 
 
 
 </li>
 </ul>
 
 Growth &amp; Retention
 
 
 
 <ul>
 <li>
 Identify opportunities for account expansion and cross‑sell Mastercard solutions where appropriate.
 </li>
 <li>
 Drive renewal readiness, ensuring high levels of customer satisfaction and relationship health.
 
 
 
 </li>
 </ul>
 
 Internal Collaboration &amp; Alignment
 
 
 
 <ul>
 <li>
 Work closely with internal product, analytics, and operations teams to address client feedback and prioritize roadmap items that enhance program performance.
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 <li>
 Ensure that client requirements and outcomes are clearly documented and communicated internally.
 
 
 
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 </ul>
 
 KPIs
 
 
 
 <ul>
 <li>
 Achievement of client‑defined KPIs tied to engagement and retention on the loyalty / customer engagement platform
 </li>
 <li>
 Renewal targets met or exceeded across assigned accounts
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 <li>
 Incremental value generated from existing accounts (e.g., upsell, cross‑sell, increased platform usage)
 </li>
 <li>
 Measured client satisfaction and relationship health (e.g., survey feedback, stakeholder input)
 </li>
 <li>
 Adherence to SLAs and timely completion of agreed deliverables and governance forums (e.g., QBRs, status updates)
 
 
 
 </li>
 </ul>
 
 Knowledge And Experience
 
 
 
 <ul>
 <li>
 5&ndash;8 years in customer success, account management, or consulting for enterprise SaaS solutions
 </li>
 <li>
 Experience working on loyalty, CRM, marketing or customer engagement programs
 </li>
 <li>
 Strong exposure to commercial models and the ability to connect program performance to business outcomes
 </li>
 <li>
 Proven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business value
 </li>
 <li>
 Experience managing multiple client stakeholders (including Marketing, CRM, Loyalty and Executive teams)
 </li>
 <li>
 Familiarity with marketing technology or fintech ecosystems, including APIs, integrations, CRM, customer engagement and loyalty solutions, analytics tools, and customer data platforms
 </li>
 <li>
 High comfort in working with analytics dashboards, interpreting data, and turning insights into concrete actions and recommendations
 
 
 
 </li>
 </ul>
 
 Mandatory Skills**
 
 
 
 <ul>
 <li>
 Strong commercial acumen and ability to link loyalty program performance to financial and strategic outcomes
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 <li>
 Advanced analytical and problem‑solving skills (both quantitative and qualitative)
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 <li>
 Excellent written and verbal communication, including the ability to prepare and deliver compelling presentations
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 Strong stakeholder management and relationship‑building skills across senior and cross‑functional teams
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 <li>
 Ability to manage multiple priorities, projects, and stakeholders in a fast‑paced environment
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 <li>
 Cross‑functional leadership skills to align product, analytics, and operations around client objectives
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 <li>
 High level of organization, discipline, and follow‑through for governance, QBRs, and action tracking
 </li>
 <li>
 Empathy, active listening and a customer‑centric mindset
 
 </li>
 </ul>
</div>

Loyalty Program Manager/ Customer Success Manager

<div>
 
 Job Title:
 
 Cards Portfolio Manager
 
 
 
 Term:
 
 12 months
 
 
 
 Location:
 
 Karachi, Pakistan
 
 
 
 Division:
 
 Cards
 
 
 
 Reports to:
 
 Head of Cards
 
 
 
 Relevant experience:
 
 Experience: 8/10 years in debit card product management or product launch
 
 
 
 Mandatory requirements:
 
 
 
 <ul>
 <li>
 Local Experience: Experience in the Pakistan banking market
 </li>
 <li>
 Technical Skills: Proficiency in product management (Credit) and project management
 </li>
 <li>
 Language Requirements: Fluency in English and Urdu
 
 
 
 </li>
 </ul>
 
 Purpose of the Project:
 
 
 
 The Cards Portfolio Manager is responsible for overseeing the strategy, development, and execution of card products. This position involves working closely with teams such as marketing, finance, risk management, and technology to collect input, define product requirements, and ensure these align with overall business goals. The main objective is to manage and expand the banks debit card portfolio by offering a strong Customer Value Proposition (CVP), implementing effective segmentation, and achieving sustainable growth in card usage and spending. Key priorities include increasing card penetration, activation, and retention, all while ensuring compliance and maintaining profitability.
 
 
 
 Key Responsibilities:
 
 
 
 
 1. Portfolio Strategy &amp; Growth
 
 
 
 <ul>
 <li>
 Develop and implement strategies to increase debit card penetration, activation, and spend.
 </li>
 <li>
 Design and execute growth campaigns targeting specific customer segments.
 </li>
 <li>
 Monitor KPIs such as spend per card, activation rates, attrition, and profitability.
 
 
 
 </li>
 </ul>
 
 2. Customer Value Proposition &amp; Segmentation
 
 
 
 <ul>
 <li>
 Create compelling CVPs tailored for different segments (mass retail, affluent, youth, SME).
 </li>
 <li>
 Use behavioural and transactional data to build segmentation models for targeted offers.
 </li>
 <li>
 Collaborate with analytics teams to identify trends and optimize portfolio performance.
 
 
 
 </li>
 </ul>
 
 3. Product Development &amp; Lifecycle Management
 
 
 
 <ul>
 <li>
 Manage debit card product lifecycle including pricing, features, and benefits.
 </li>
 <li>
 Ensure compliance with State Bank of Pakistan regulations and internal risk frameworks.
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 <li>
 Drive innovation in digital debit card solutions and contactless payments.
 
 
 
 </li>
 </ul>
 
 4. Stakeholder Management
 
 
 
 <ul>
 <li>
 Work closely with marketing, operations, and risk teams to deliver portfolio objectives.
 </li>
 <li>
 Partner with payment networks (Visa, Mastercard) for co-branded initiatives and campaigns.
 
 
 
 </li>
 </ul>
 
 5. Performance Monitoring
 
 
 
 <ul>
 <li>
 Prepare regular reports on portfolio performance for senior management.
 </li>
 <li>
 Identify gaps and recommend corrective actions to achieve business goals.
 
 
 
 </li>
 </ul>
 
 Mandatory Skills &amp; Experience:
 
 
 
 <ul>
 <li>
 Experience: 8/10 years in debit card portfolio management or retail banking.
 
 
 
 </li>
 </ul>
 
 Technical Skills:
 
 
 
 <ul>
 <li>
 Strong understanding of debit card products, payment systems, and digital banking channels.
 </li>
 <li>
 Proficiency in data analytics tools (SQL, Power BI, Tableau).
 
 
 
 </li>
 </ul>
 
 Certifications:
 
 
 
 <ul>
 <li>
 Digital Payments or Card Management certifications (Visa/Mastercard Academy preferred).
 
 
 
 </li>
 </ul>
 
 Domain Expertise:
 
 
 
 <ul>
 <li>
 Knowledge of customer segmentation, CVP design, and regulatory compliance.
 
 
 
 </li>
 </ul>
 
 KPIs
 
 
 
 <ul>
 <li>
 Growth in debit card activation, usage, and spend per card, driving overall portfolio profitability.
 </li>
 <li>
 Increase in card issuance, customer acquisition, and engagement, resulting in higher retention and satisfaction
 </li>
 <li>
 Superior customer experience, reflected in strong engagement and satisfaction metrics
 </li>
 <li>
 Timely and effective product launch and commercialization, executed on schedule and within budget
 
 </li>
 </ul>
</div>

Cards Portfolio Manager

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Loyalty Program Manager/ Customer Success Manager

Cards Portfolio Manager