Loyalty Program Manager

Engagement details: • Job Title: Loyalty Program Manager • Client: Global Cards & Payments Firm • End-client: Leading Bank • Employment type: Initial 12-month contract with strong potential for extension • Location: Onsite in Kuwait with travel required to Qatar • Experience level: 5+ years *Kuwaiti Nationals are Preferred for the role Role Overview: Our client, a global leader in the Cards & Payments industry, is engaged with a leading bank in Kuwait and is seeking to onboard a Loyalty Program Manager. The consultant 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 lead to improved customer engagement, retention, and growth. The ideal candidate will have deep understanding of the cards systems, strong analytical skills, and the ability to drive business results through effective program management who will also serve as a connecting link between client stakeholders and internal teams, integrating marketing, CRM, loyalty, analytics, and operations to ensure that expectations, SLAs, and strategic objectives are consistently met. Key Responsibilities: Drive Adoption & Value • Evangelize the loyalty and customer engagement platform with client stakeholders. • Monitor platform usage, performance and customer behavior, and proactively recommend strategies to improve engagement, retention, and ROI. Relationship Management. • Serve as the primary point of contact for assigned accounts. • Build trusted, long‑term relationships with stakeholders across Marketing, CRM, Loyalty, and Executive teams. Strategic Guidance • Provide best practices, playbooks, and use cases for loyalty program success, grounded in data and leading market standards. • Translate data‑driven insights into clear recommendations for the client’s loyalty and customer engagement strategy. Program Governance • Lead and coordinate regular business reviews (e.g., QBRs) and status updates via calls, presentations, and onsite meetings. • Align and coordinate internal resources (e.g., product, analytics, operations) to meet client objectives and SLAs. Growth & Retention • Identify opportunities for account expansion and cross‑sell scheme solutions where appropriate. • Drive renewal readiness, ensuring high levels of customer satisfaction and relationship health. Internal Collaboration & Alignment • Work closely with internal product, analytics, and operations teams to address client feedback and prioritize roadmap items that enhance program performance. • Ensure that client requirements and outcomes are clearly documented and communicated internally. Requirements: • 5+ years of experience in cards product management, with a proven track record of driving business growth and achieving targets. Loyalty customer success, account management, or consulting for enterprise SaaS solutions. • Experience working on loyalty, CRM, marketing or customer engagement programs • Experience in developing and launching new card products, including credit, debit, and prepaid cards. • Strong exposure to commercial models and the ability to connect program performance to business outcomes. • Proven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business value. • Experience managing multiple client stakeholders (including Marketing, CRM, Loyalty and Executive teams). • Familiarity with marketing technology or fintech ecosystems, including APIs, integrations, CRM, customer engagement and loyalty solutions, analytics tools, and customer data platforms. • Strong commercial acumen and ability to link loyalty program performance to financial and strategic outcomes. • Advanced analytical and problem‑solving skills (both quantitative and qualitative). • Cross‑functional leadership skills to align product, analytics, and operations around client objectives. • High level of organization, discipline, and follow‑through for governance, QBRs, and action tracking. Show more Show less

5+ years of experience in cards product management, with a proven track record of driving business growth and achieving targets. Loyalty customer success, account management, or consulting for enterprise SaaS solutions. Experience working on loyalty, CRM, marketing or customer engagement programs. Experience in developing and launching new card products, including credit, debit, and prepaid cards. Strong exposure to commercial models and the ability to connect program performance to business outcomes. Proven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business value. Experience managing multiple client stakeholders (including Marketing, CRM, Loyalty and Executive teams). Familiarity with marketing technology or fintech ecosystems, including APIs, integrations, CRM, customer engagement and loyalty solutions, analytics tools, and customer data platforms. Strong commercial acumen and ability to link loyalty program performance to financial and strategic outcomes. Advanced analytical and problem‑solving skills (both quantitative and qualitative). Cross‑functional leadership skills to align product, analytics, and operations around client objectives. High level of organization, discipline, and follow‑through for governance, QBRs, and action tracking.

Drive Adoption & Value: Evangelize the loyalty and customer engagement platform with client stakeholders; Monitor platform usage, performance and customer behavior, and proactively recommend strategies to improve engagement, retention, and ROI. Relationship Management: Serve as the primary point of contact for assigned accounts; Build trusted, long‑term relationships with stakeholders across Marketing, CRM, Loyalty, and Executive teams. Strategic Guidance: Provide best practices, playbooks, and use cases for loyalty program success, grounded in data and leading market standards; Translate data‑driven insights into clear recommendations for the client’s loyalty and customer engagement strategy. Program Governance: Lead and coordinate regular business reviews (e.g., QBRs) and status updates via calls, presentations, and onsite meetings; Align and coordinate internal resources (e.g., product, analytics, operations) to meet client objectives and SLAs. Growth & Retention: Identify opportunities for account expansion and cross‑sell scheme solutions where appropriate; Drive renewal readiness, ensuring high levels of customer satisfaction and relationship health. Internal Collaboration & Alignment: Work closely with internal product, analytics, and operations teams to address client feedback and prioritize roadmap items that enhance program performance; Ensure that client requirements and outcomes are clearly documented and communicated internally.