Loyalty Program Manager Customer Success Manager

Job Title: Loyalty Program Manager/ Customer Success Manager

Term: 12 months

Location: Kuwait City

Division: Cards & Payments (Retail)

Reports to: Head of Product/ Head of Loyalty

Relevant experience:

1. 58 years in customer success for software platforms
2. Experience with loyalty platforms customer engagement programs

Mandatory requirements:

1. Experience with loyalty program design and optimization
2. Immediately Available
3. Familiarity/hands on with tools loyalty platform

Purpose of the Project:

The purpose of this engagement is to deploy a Loyalty Program Manager / Customer Success Manager who will act as a strategic advisor and trusted partner to the client ensuring they achieve measurable business outcomes through their loyalty and customer engagement platform. The role will drive platform adoption deliver tangible value and foster longterm relationships that result in improved customer engagement retention and growth. The Loyalty Program Manager / CSM will also serve as the connecting link between client stakeholders and internal teams bringing together marketing CRM loyalty analytics and operations to ensure that expectations SLAs and strategic objectives are consistently met.

Core Responsibilities and Accountabilities

Drive Adoption & Value

1. Evangelize the loyalty and customer engagement platform with client stakeholders.
2. Monitor platform usage performance and customer behavior and proactively recommend strategies to improve engagement retention and ROI.

Relationship Management

1. Serve as the primary point of contact for assigned accounts.
2. Build trusted longterm relationships with stakeholders across Marketing CRM Loyalty and Executive teams.

Strategic Guidance

1. Provide best practices playbooks and use cases for loyalty program success grounded in data and leading market standards.
2. Translate datadriven insights into clear recommendations for the clients loyalty and customer engagement strategy.

Program Governance

1. Lead and coordinate regular business reviews (e.g. QBRs) and status updates via calls presentations and onsite meetings.
2. Align and coordinate internal resources (e.g. product analytics operations) to meet client objectives and SLAs.

Growth & Retention

1. Identify opportunities for account expansion and crosssell Mastercard solutions where appropriate.
2. Drive renewal readiness ensuring high levels of customer satisfaction and relationship health.

Internal Collaboration & Alignment

1. Work closely with internal product analytics and operations teams to address client feedback and prioritize roadmap items that enhance program performance.
2. Ensure that client requirements and outcomes are clearly documented and communicated internally.

KPIs

1. Achievement of clientdefined KPIs tied to engagement and retention on the loyalty / customer engagement platform
2. Renewal targets met or exceeded across assigned accounts
3. Incremental value generated from existing accounts (e.g. upsell crosssell increased platform usage)
4. Measured client satisfaction and relationship health (e.g. survey feedback stakeholder input)
5. Adherence to SLAs and timely completion of agreed deliverables and governance forums (e.g. QBRs status updates)

Knowledge and Experience

1. 58 years in customer success account management or consulting for enterprise SaaS solutions
2. Experience working on loyalty CRM marketing or customer engagement programs
3. Strong exposure to commercial models and the ability to connect program performance to business outcomes
4. Proven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business value
5. Experience managing multiple client stakeholders (including Marketing CRM Loyalty and Executive teams)
6. Familiarity with marketing technology or fintech ecosystems including APIs integrations CRM customer engagement and loyalty solutions analytics tools and customer data platforms
7. High comfort in working with analytics dashboards interpreting data and turning insights into concrete actions and recommendations

Mandatory Skills**

1. Strong commercial acumen and ability to link loyalty program performance to financial and strategic outcomes
2. Advanced analytical and problemsolving skills (both quantitative and qualitative)
3. Excellent written and verbal communication including the ability to prepare and deliver compelling presentations
4. Strong stakeholder management and relationshipbuilding skills across senior and crossfunctional teams
5. Ability to manage multiple priorities projects and stakeholders in a fastpaced environment
6. Crossfunctional leadership skills to align product analytics and operations around client objectives
7. High level of organization discipline and followthrough for governance QBRs and action tracking
8. Empathy active listening and a customercentric mindset