Manager, Customer Solutions Centre

Role purpose

Product strategy and portfolio management

• Define product strategy, roadmap, tier architecture, pricing and value proposition inputs, and interchange approach with business development and central product teams.
• Align plans with regional objectives, UAE market dynamics, regulatory requirements, and issuer and customer needs.
• Monitor adoption, spending behavior, profitability, and portfolio performance to refine strategy and investment priorities.

Value propositions and partnerships

• Design differentiated propositions across mass, affluent, premium, and ultra-premium tiers.
• Develop benefits spanning travel, lounge access, dining, entertainment, rewards, cashback, digital commerce, insurance, and protection.
• Build business cases and ROI assessments for new benefits and proposition enhancements.
• Lead partner engagement and coordinate joint product development, launches, governance forums, and market expansion.

Issuer engagement and commercialization

• Partner with issuing banks on customized propositions aligned with issuer strategies and scheme guidelines.
• Advise issuers on segmentation, rewards, pricing, benefit optimization, acquisition, and launch strategies through workshops and client engagement.
• Lead commercialization from concept through market launch; support go-to-market strategies, product positioning, presentations, and solution selling.
• Create sales enablement materials, product guides, competitive analyses, and commercialization toolkits; track pipeline and support issuer acquisition and conversion.

Stakeholders and performance

• Work with central product, cardholder services, partnerships, issuing banks, account management, loyalty and services, finance, and pricing teams.
• Influence senior internal and external stakeholders to align on strategic product initiatives.
• Define product KPIs and monitor portfolio growth, card issuance, spend, activation, revenue, benefit utilization, and customer engagement.
• Report performance and recommend improvements to product economics and cardholder value.

Qualifications and experience

• Deep understanding of consumer credit card products, portfolio economics, rewards, and loyalty programs.
• Experience developing and managing premium and mass-market card propositions.
• Ability to build product strategies, business cases, and commercialization plans.
• Strong stakeholder management and influencing skills across senior client and internal audiences.
• Proven record of launching and scaling payment or card products.

Success measures and security