Loyalty Applications IT Support Specialist

We are currently seeking a Loyalty Applications IT Support Specialist who will be responsible for overseeing the technical governance, operational stability, compliance, and optimisation of all loyalty programme systems and integrations. This role ensures seamless performance across all connected platforms. The position plays a critical role in safeguarding system integrity, data governance, fraud prevention, GDPR compliance, partner support, and UAT leadership. In addition to operational oversight, the role drives continuous improvement, process standardisation, automation, and documentation governance to support programme evolution and long-term scalability. Our client based in Dubai, is one of the largest and most luxurious hospitality brands in the region. This position is a contract role with an initial duration of 5 months. Key Responsibilities: • Support end-to-end operational management of all loyalty systems and integrations. • Ensure system reliability, performance monitoring, issue resolution, and escalation management with IT and external vendors. • Oversee troubleshooting of complex system issues and ensure timely resolution. • Identify optimisation and automation opportunities to enhance system efficiency and member experience. • Oversee testing and validation of website and mobile app releases impacting loyalty functionality. • Ensure seamless integration between loyalty systems and digital platforms. • Support end-to-end operational management of all loyalty systems and integrations. • Ensure system reliability, performance monitoring, issue resolution, and escalation management with IT and external vendors. • Oversee troubleshooting of complex system issues and ensure timely resolution. • Identify optimisation and automation opportunities to enhance system efficiency and member experience. • Oversee testing and validation of website and mobile app releases impacting loyalty functionality. • Ensure seamless integration between loyalty systems and digital platforms. • Coordinate cross-functional alignment with Loyalty, IT, CRM, Digital, Finance, and external vendors. • Oversee configuration validation, integration governance, and deployment readiness. • Drive structured release management processes to minimise operational risk. • Own and coordinate UAT for all loyalty-related system changes and project implementations. • Develop structured test cases aligned to business requirements. • Document results, manage defect resolution, and ensure sign-off readiness prior to go-live. • Ensure post-launch monitoring and stabilisation processes are implemented. • Oversee data quality management, ensuring accuracy, integrity, and audit readiness. • Monitor and manage fraud detection processes within the loyalty ecosystem. • Ensure full compliance with GDPR and all data protection regulations. • Act as the primary point of contact for GDPR-related queries and requests, ensuring timely and compliant processing. • Own and govern all loyalty systems SBS and operational documentation. • Ensure processes are standardised, documented, audit-ready, and consistently applied across the team. • Continuously review and update SBS to reflect system enhancements and operational changes. • Oversee end-to-end processing of partner files (airline and loyalty partners), including miles, points, enrolments, upgrades, imports/exports, and reconciliations. • Ensure accuracy, compliance, and timely execution of all partner transactions. • Provide technical oversight and support for partner integrations. • Support partner billing processes and reconciliation accuracy. • Support strategic enhancements to the loyalty programme through systems optimisation and automation. • Contribute to long-term system scalability and digital transformation initiatives Knowledge, skills & experience: • Bachelors Degree • Strong CRM and loyalty & hotel systems knowledge • Systems governance and operational risk management • Data quality and compliance expertise (GDPR) • UAT leadership and structured testing methodologies • Process optimization and SOP governance • Cross-functional stakeholder management • Analytical and problem-solving mindset • High attention to detail and audit discipline • Show more Show less

Support end-to-end operational management of all loyalty systems and integrations. Ensure system reliability, performance monitoring, issue resolution, and escalation management with IT and external vendors. Oversee troubleshooting of complex system issues and ensure timely resolution. Identify optimisation and automation opportunities to enhance system efficiency and member experience. Oversee testing and validation of website and mobile app releases impacting loyalty functionality. Ensure seamless integration between loyalty systems and digital platforms. Coordinate cross-functional alignment with Loyalty, IT, CRM, Digital, Finance, and external vendors. Oversee configuration validation, integration governance, and deployment readiness. Drive structured release management processes to minimise operational risk. Own and coordinate UAT for all loyalty-related system changes and project implementations. Develop structured test cases aligned to business requirements. Document results, manage defect resolution, and ensure sign-off readiness prior to go-live. Ensure post-launch monitoring and stabilisation processes are implemented. Oversee data quality management, ensuring accuracy, integrity, and audit readiness. Monitor and manage fraud detection processes within the loyalty ecosystem. Ensure full compliance with GDPR and all data protection regulations. Act as the primary point of contact for GDPR-related queries and requests, ensuring timely and compliant processing. Own and govern all loyalty systems SBS and operational documentation. Ensure processes are standardised, documented, audit-ready, and consistently applied across the team. Continuously review and update SBS to reflect system enhancements and operational changes. Oversee end-to-end processing of partner files (airline and loyalty partners), including miles, points, enrolments, upgrades, imports/exports, and reconciliations. Ensure accuracy, compliance, and timely execution of all partner transactions. Provide technical oversight and support for partner integrations. Support partner billing processes and reconciliation accuracy. Support strategic enhancements to the loyalty programme through systems optimisation and automation. Contribute to long-term system scalability and digital transformation initiatives