Loyalty Program Tech PMO

Term

Loyalty

• Reports to:
• Head of Loyalty
• Relevant experience:
• 8+ experience in technical program management support with specific experience in launching loyalty platforms/ programs

Mandatory requirements

• Strong technical understanding of system integrations (APIs, middleware, data flows) across bank systems, loyalty platforms, and partners.
• Hands on experience in loyalty or similar platform implementations and testing, including partner integration and redemption journeys.
• Proven ability to lead end-to-end delivery and coordinate multiple work streams and cross-functional teams.
• Purpose of the Project
• We are seeking a Technical PMO Manager with deep expertise in loyalty platforms and complex system integrations to lead end-to-end delivery across banking and partner ecosystems.
• The role will drive program governance while actively engaging in technical coordination across APIs, middleware, and data flows to ensure seamless execution of loyalty journeys, including accrual, redemption, and partner integrations.

Program & Delivery Management

• Lead end-to-end delivery of loyalty initiatives, ensuring alignment with business objectives, timelines, and quality standards.
• Coordinate multiple work streams across business, technology, vendors, and external partners.
• Establish and manage PMO governance frameworks, including planning, reporting, risk tracking, and dependancy management.
• Track milestones, deliverables, and ensure adherence to program timelines and budgets.

Technical Integration Oversight

• Oversee integration across banking systems, loyalty platforms, and partner ecosystems
• Drive alignment on API specifications, middleware architecture, and data exchange frameworks
• Ensure proper management of data flows, reconciliation processes, and system dependancies.
• Act as a bridge between technical teams and business stakeholders, translating requirements into actionable plans.

Loyalty Platform Implementation

• Support implementation of loyalty systems, including: Customer accrual and earning rules, redemption journeys across channels, and partner onboarding and integration.
• Coordinate SIT, UAT, and end-to-end testing cycles, ensuring readiness for go-live.
• Ensure customer journeys are smooth, scalable, and fit for purpose.

Issue Management & Root Cause Analysis

• Proactively identify, track, and manage risks, issues, and blockers.
• Conduct root cause analysis for integration failures and system defects.
• Lead cross-functional teams in issue resolution, ensuring minimal impact on delivery timelines
• Implement preventative measures to reduce recurring issues

Stakeholder Management

• Engage senior stakeholders across technology, product, operations, and external partners.
• Provide clear and structured reporting on program status, risks, and dependancies.
• Ensure alignment across all parties and maintain decision-making transparency.

Technical & Functional Expertise

• Strong understanding of:
• APIs, micro services, middleware, and system integrations.
• Data flows between banking systems, loyalty platforms, and third-party partners
• Hands on experience in loyalty platforms or similar ecosystems, (e.g. rewards, campaigns, partner marketplaces)
• Familiarity with end-to-end customer journeys including earning, redemption, and settlement

Delivery Experience

• Proven experience in leading complex, multi-stream programs in banking, payments, or loyalty domains.
• Demonstrated success in managing cross-functional and vendor-driven environments
• Experience overseeing testing cycles (SIT/UAT) and go-live readiness

Problem-Solving & Analytical Skills

• Strong capability in root cause analysis and troubleshooting complex integration issues
• Ability to work in high pressure environments with multiple dependancies
• Structured and analytical approach to issue resolution and decision-making

Soft Skills

• Strong stakeholder management and communication skills
• Ability to translate technical concepts into business language and vice versa
• Highly organized with strong PMO discipline and attention to detail
• Proactive, ownership-driven mindset

Preferred Qualifications

• Experience working with banks in KSA/GCC or similar regulated environments
• Exposure to loyalty vendors / platforms
• Certifications in PMP, PRINCE2, Agile, or Scrum are a plus