Manager – Rewards & Program Innovation Mashreq Bank - Dubai

Manager – Rewards & Program Innovation

Mashreq Bank - Dubai

Job description

Job Purpose

Manage   RBG Customer Loyalty’s rewards and redemption strategy with primary focus on   improving customer experience and satisfaction by introducing offline and   online redemption platforms to retain existing customers and encouraging new   customers to acquire Mashreq banking solutions.

Key Result Areas

•   Manage and increase redemption options for customers through both   offline and online platforms including vouchers, point-of-sale machines,   mobile applications, tablets and e-commerce based solutions.
•   Ensure to keep the redemption solutions within allocated budget while   creating the customer loyalty redemption strategy for evaluation by Business   Heads and Head of Retail Banking.
•   Manage rewards performance data and statistics to affirm key result   areas by increasing customer usage and maintaining loyalty currency conversation   rates to aid positive revenue impact to Mashreq bank.
•   Coordinate with vendors, agencies and loyalty solution provides to   introduce new redemption options for customer loyalty, and enhance existing   ones.
•   Create, review and maintain program documents to ensure alignment with   RBG business objectives.
•   Devise rewards campaigns and contests using various marketing and   communication mediums to grow Mashreq’s market share, boost product holding,   encourage customer engagement and increase customer awareness.
•   Mitigate fulfillment issues for the redemption solutions through   coordination with service units, operations and technology teams.
•    Manage coordination with   relevant business, technology and operations teams to leverage merchant   partner relationships for promotion of the rewards options.
•   Assist in coordinating with marketing teams and agencies for   developing marketing collateral including but not limited to newspaper ads,   website collateral, SMS, emailers, letters, brochures, posters and outdoor   advertising.
•   Formulate and execute on-going internal training initiatives on the customer   loyalty program to enhance staff knowledge and awareness. 
•   Adopt new technologies and mediums to foster customer relationship   building and program usage.
•   Create and define internal process flows, user journeys and performance   measurement tools for the rewards program in order to enrich customer   experience.
•   Aid socialization of the customer loyalty program by leveraging   existing and new communication mediums including but not limited to intranet,   internet, training programs, awareness campaigns and engagement contests.
•   Ensure program improvements by consistently keeping track of loyalty developments   in the market with the objective to outperform competitors in the region.

Desired Skills and Experience

• Innovative, entrepreneurial, strong management orientation, ability to work under pressure and achieve critical project timelines to meet business expectation
• 7 – 8 years of service and technology industry experience or exception experience in another marketing field, incorporating marketing, innovation, e-commerce and customer evaluation know how. Ideally a mix of banking and marketing industry.
• The jobholder should have the balance, judgment and maturity to independently evaluate and execute new program ideas and offers.

System/ process understanding to enable the individual to be ‘hands-on’ when involved with new program development, process automations and performance management tools

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