Manager, Customer Value Proposition (Loyalty & Payments)

JOB PURPOSE

The role is a highly strategic and senior role responsible for the designing and delivering exceptional customer value thru Loyalty program, Partnerships and Payments. The positon is responsible for the loyalty proposition and the financial aspects of the loyalty program, including program generosity and price / value per point. The role's mandate also includes driving partnerships through integrated partners on the app and payments partners to either generate revenue streams or enhance the consumer value proposition Additionally, this role leads digital payment partnerships and  innovations. The role will manage a lean team of three direct reports and will engage with high-level internal and external stakeholders, including banks' management, card schemes, payments acquirers, and  B2B partners

KEY ACCOUNTABILITIES

Loyalty Program 

• Lead the Customer Value Proposition development for Loyalty & Payments function to exceed customer expectations and unlock incremental revenue streams thru partnerships   
• Refine and enhance the customer value proposition of the loyalty program backed by strong business case. Identify opportunities for program improvements and innovations based on customer feedback, competitive benchmarking and engagement data.
• Oversee the financial aspects of the loyalty program, including points value / pricing , program generosity, liability management, cost per member etc.
• Ensure the financial sustainability of the loyalty program by monitoring and finetuning the value proposition
• Monitor and report program ROI in alignment with various cross functional stakeholders develop regular cadence with stakeholders for determining program ROI
• Monitor and analyze the financial performance of the loyalty program, identifying areas for improvement and optimization.

Partnership Development

• Direct and define the partnership strategy. Actively source, pitch, and negotiate new strategic partners and contractual agreement, ensuring alignment with the overall business direction
• Drive strategic partnerships through integrated partners on the app, enhancing the consumer value proposition and driving revenue streams.
• Identify, negotiate, and manage partnerships with key stakeholders, including banks, B2B partners, and payment providers.
• Develop and execute partnership strategies to leverage first-party data and loyalty programs for mutual benefit.
• Foster strong relationships with external partners, ensuring seamless collaboration and alignment with business objectives.
• Drive revenue thru sale of points to external partners (conversion partners, co brand bank partner, tactical points sales etc)
• Manage relationships with payment schemes and acquiring banks to drive commercial benefits for ADD
• Engage with credit / debit card issuers to drive customer value proposition thru potential co brand cards and other strategic / tactical initiatives.

Digital Payments Partnership and Innovations

• Lead the development and management of digital payment partnerships, driving innovation and enhancing the customer experience.
• Identify and implement cutting-edge digital payment solutions, ensuring seamless integration with existing systems.
• Collaborate with internal teams and external partners to develop and execute digital payment strategies.
• Work closely with payment schemes, acquiring banks and cross functional ADNOC Distribution stakeholders to define customer payment processes and related enhancements to drive effortless payments
• Monitor industry trends and emerging technologies to stay ahead of the competition and drive continuous improvement in digital payment solutions.

Team Leadership and Development

• Build, and lead a high-performing team of loyalty product, payments, and partnerships professionals.
• Provide coaching, mentorship, and professional development opportunities for team members.
• Foster a culture of innovation, collaboration, and continuous improvement within the team.

Stakeholder Management

• Collaborate with internal stakeholders, including executive management teams, CXOs, retail business leads, IT, finance, and operations.
• Serve as the primary point of contact for external stakeholders, including card schemes, banks, B2B partners, and payment providers.
• Develop and maintain strong relationships with key stakeholders, ensuring alignment and effective collaboration.

Process and Policy Development

• Develop and implement processes and policies to ensure effective coordination and collaboration between loyalty product, payments, and partnerships functions.
• Establish RACI models to clearly define roles and responsibilities across the organization.
• Ensure alignment and integration of loyalty product, payments, and partnerships functions with overall business objectives.

Minimum Qualification

• Bachelor's degree in Business Administration, Marketing, Finance, or a related field; MBA or equivalent advanced degree preferred.
• 12 years of extensive experience in a senior leadership role within loyalty programs, payments, and partnerships, preferably in the retail sector.
• Proven record of accomplishment of developing and managing successful loyalty programs and strategic partnerships.
• Strong strategic thinking, analytical, and problem-solving skills.
• Excellent leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Ability to thrive in a dynamic and fast-paced environment.