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About the role
- Senior Manager driving loyalty and client engagement initiatives for cards in the Caribbean market. Collaborating with cross-functional teams to implement transformation initiatives and manage loyalty experiences.
Responsibilities
- Support strategic discussions with vendors and network partners driving contract negotiations and other strategic initiatives
- Execute Loyalty platform migration for the Caribbean markets in collaboration with the vendor and internal partners
- Collaborate with the Products team to support/implement a range of initiatives (e.g. product shelf review) as well as develop/refresh loyalty offerings (engagement campaigns) for products from time-to-time
- Develop a Client Engagement Playbook: Establish an End to End (E2E) desired end state for client experience vis-à-vis redemptions, and collaborate with partners to ensure policies, processes, operational capabilities, and fulfillment are setup in a manner to deliver on the desired client experience
- Oversee reporting on key drivers of performance and monitor impact of various loyalty offerings within the Loyalty Value Propositions
- Establish/refine the Loyalty Governance Framework through internal cross-functional/cross-entity collaboration
- Manage Loyalty Performance via Periodic Reviews in partnership with our Cards Loyalty solutions provider
- Monitor competitor actions, industry developments and client feedback to identify gaps and opportunities. This includes drafting business cases on new opportunities to improve the overall Client Experience, and lead prioritization efforts
- Monitor client behaviour to assess impact of strategies and tactics on client engagement and business profitability
Requirements
- Must-have University Degree and extensive related work experience
- Build relationships and strategies to partner with key stakeholders and drive results
- Collaborate cross functionally to lead various transformation initiatives
- Strong command of MS Office (especially PowerPoint and Excel) to effectively present ideas and proposals
- Ability to gather and review information from various sources, understand the bigger picture and build steps to solve complex problems
- Ability to independently drive tactical initiatives in line with business strategy, including process optimization, client experience enhancements and opportunities that positively impact the P&L
- Support leadership decisions with the ability to weigh pros vs. cons in complex scenarios and make prudent & insightful recommendations
- Nice to have Knowledge of the Cards business (financial and operational)
- MBA
Benefits
- Opportunity to Lead in a dynamically changing environment
- The advantage of working with a dynamic, collaborative, and high performing team where initiative and hard work are recognized and rewarded
- Leaders who help your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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