Loyalty & Rewards Programs Manager

Who we are ?

-MDI was established in 2020 as the company responsible for launching the 1st digital native bank in Egypt. The digital bank aims to create innovative solutions tailored to serve the needs of the banking customers in Egypt.

-Our main goal is to create a positive customer experience through the differentiated journey that our customers live while using the digital bank.

-Our Drive: We use our drive and commitment to energies, engage and inspire others, upholding the highest standards of work ethic, honesty and morality.

JOB PURPOSE

The Loyalty & Rewards Manager is responsible for developing and implementing a comprehensive loyalty and rewards program. The primary objective of this role is to enhance customer engagement, satisfaction, and retention by creating and managing innovative loyalty initiatives and reward structures. The Loyalty & Rewards Manager will collaborate with various internal stakeholders to drive customer loyalty, lifetime value & contribute to maximizing the overall profitability.

Job Duties & Responsibilities:

Loyalty Program Strategy:

• Develop a comprehensive market understanding to identify industry best practices, customer preferences, and emerging trends in loyalty and rewards programs.
• Formulate a clear and effective loyalty program strategy aligned with the digital bank's overall business objectives.
• Define target customer segments and design tailored loyalty initiatives to meet their specific needs and preferences.
• Establish key performance indicators (KPIs) and metrics to measure the success and effectiveness of the loyalty program.

Loyalty Program Development and Management:

• Design and implement a robust loyalty program framework, including points accumulation, redemption options, tiered membership, and exclusive benefits.
• Collaborate with cross-functional teams, such as retail, digital, marketing, and technology to ensure seamless integration of the loyalty program across the banking products & customer journeys.
• Monitor and analyze customer behavior, transactional data, and engagement patterns to identify opportunities for program improvement and optimization.
• Regularly review and update the loyalty program to ensure its relevance, competitiveness, and alignment with the changing needs of the target audience.

Rewards and Incentives:

• Develop a compelling rewards portfolio, including merchandise, digital vouchers, cashback offers, travel perks, and exclusive experiences, to drive customer engagement and loyalty.
• Collaborate with Partners Ecosystem team to manage relationships with external partners, such as merchants and aggregators, to negotiate favorable deals, discounts, and offers for loyalty program members.
• Continuously evaluate and enhance the rewards portfolio based on customer feedback, market trends, and program performance.
• Implement personalized and targeted rewards strategies to maximize customer satisfaction and retention.

Communication and Promotion:

• Collaborate with the marketing team to develop and execute effective marketing and communication plans to promote the loyalty program and its benefits to existing and potential customers.
• Monitor customer feedback, inquiries, and complaints related to the loyalty program and provide timely resolution and assistance.
• Conduct regular performance analysis and prepare reports on program performance, member engagement, and ROI to present to senior management.

Compliance and Risk Management:

• Ensure compliance with relevant regulations, legal requirements, and data privacy policies in the design and operation of the loyalty program.
• Mitigate risks associated with fraud, abuse, and unauthorized access to loyalty program data by implementing appropriate security measures and controls.
• Collaborate with the legal, compliance & other control functions to ensure all loyalty program activities and communications adhere to applicable laws and guidelines.

Qualifications and Education:

• 7-9 years of professional experience
• Previous experience in loyalty program management, preferably in the banking or financial services industry.
• Proficient in data analysis and reporting tools to derive insights and make data-driven decisions.
• Strong project management skills with the ability to prioritize tasks, meet deadlines, and manage multiple initiatives simultaneously.