Team Leader, Loyalty Program Operations

About This Role

Job Purpose The role is responsible for overseeing the day-to-day operations of the ADNOC Rewards customer loyalty program, ensuring seamless execution, optimization, and continuous improvement. This role will be the lead administrator of the Loyalty Platform and involves managing loyalty program end to end operations, monitoring program performance, analyzing customer data, and collaborating with cross-functional teams to enhance customer engagement and retention. The ideal candidate will have experience in loyalty program management, customer relationship strategies, and data-driven decision-making.

Key Accountabilities Loyalty Program Execution & Management

• Lead Systems / Platform administrator for the Loyalty program management system and other supporting technology.
• Oversee the daily operations of the customer loyalty program, ensuring efficiency and effectiveness.
• Lead the day-to-day operations such as program configuration changes, campaign / promotion set up, raffle set up, data hygiene, UAT of all system changes & maintenance of loyalty software application.
• Manage customer enrolment, tier management, points accrual, redemptions, and rewards distribution.
• Identify and implement program enhancements to improve customer satisfaction and retention.
• Lead the minor and major change management process for the Loyalty platform through effective use of JIRA tool.
• Partnership set up on the system, day to day partner operations management and timely invoicing to all partners.
• Uphold and enforce the loyalty program policies and procedures and support the call centre team to handle any escalated customer issues / complaints.
• Managing the mobile app content for ADNOC Rewards through the loyalty platform
• Oversee fraud management and set in place reports, alerts etc. to identify and mitigate fraud in partnership with relevant business / Digital stakeholders.

Data Analysis & Performance Tracking

• Track and analyse loyalty program metrics, including engagement rates, redemption patterns, and program ROI.
• Generate insights and recommendations to optimize the loyalty program.
• Prepare reports and dashboards to present findings to stakeholders.

Technology & Process Optimization

• Work closely with digital and CRM teams to ensure seamless integration and functionality of loyalty platforms.
• Identify opportunities to automate processes and enhance operational efficiency.
• Troubleshoot and resolve technical issues related to loyalty program operations.
• Support loyalty related to technical changes impacting all other connected platforms such as CRM, Retail POS, Mobile app, website etc.
• Develop & implement efficient processes & procedures to streamline loyalty program operations.

Cross-Functional Collaboration

• Partner with marketing, sales, and customer service teams to drive customer engagement and loyalty initiatives.
• Coordinate with external vendors and technology partners to implement new features and program enhancements.
• Ensure compliance with data privacy and regulatory standards.
• Develop training content for Retail staff & Customer Interaction Team and conduct Train the Trainer sessions

Customer Engagement & Team Support

• Address and resolve customer inquiries related to the loyalty program.
• Develop communication materials & FAQs to enhance understanding of the program.
• Implement strategies to boost participation and maximize customer lifetime value.
• Mentor the Operations Specialists for effective performance and to manage the fuel subsidy & LPG subsidy programs.
• Monitor fraud reports and unusual patterns for escalation across stakeholders.

Minimum Requirements

• 10 years in Loyalty program platform and operations.
• Experience in integrating and aligning Loyalty & Customer Relationship Management platforms functionality with business processes.
• Strong technical product management background demonstrated experience in leading cross-functional technology projects.
• Proven multi-channel experience with heavy emphasis on online, offline and mobile app channels.
• Experience in knowledge of data bases, networks, development environments
• Strong strategic thinking, analytical, and problem-solving skills.
• Good communication and interpersonal skills.
• Ability to thrive in a dynamic and fast-paced environment.