Senior Proposition Manager - Customer & Technology - UAE
Job no: 4440187
Work type: Permanent - Full Time
Location: UAE
Categories: Mid-Senior Level
Company Description
- Alshaya Group is a dynamic family-owned enterprise, first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering an unparalleled choice of well-loved international brands to customers.
Role Profile
- Develop and implement a long-term strategic roadmap for Aura that aligns with Alshaya's overall business objectives across Middle East and North Africa (MENA)
- Stay abreast of industry trends and competitor activities to ensure Aura remains competitive and innovative.
- Ensure loyalty programme is consistently delivering an effortless experience to customers and colleagues
- Build the future roadmap of the programme to create the most compelling and differentiated retail proposition in the region
- Manage existing partnerships and identify new opportunities to enhance member value and drive revenue.
- Drive new partnerships, negotiate and manage partnership agreements to secure favorable terms and maximize value for Alshaya.
- Drive strategic partnership initiatives that deliver exceptional experiences to our Aura members, solidifying our position as a worldclass programme.
- Identify new revenue generating streams through Aura partnerships.
Key Performance Areas
- Driving the partnership strategy to increase member value through high value partners, new business and proposition creation
- Conceptualise and create new customer proposition that creates profitable ancillary streams for Alshaya
- Drive new partnerships for partner funded benefits to enhance the Aura Programme proposition by adding worldclass and experiential high tier member benefits.
- Monetise the loyalty programme data to grow customer value and increase revenues
- Reshape and drive the long term strategic roadmap of Aura
- Build business cases for securing internal buy in and negotiate profitable terms for Alshaya
- Run and operate partners and new products / services
- P&L management, loyalty health via a defined KPI/ OKR set, in addition to distribution, management and dilution of loyalty currency and assets, in accordance with brand and member behaviours.
- Work with our analytics, CRM, marketing product and other partner teams to find opportunities to address business challenges and changing customer needs
- Developing the Loyalty Program Product Strategy to offer the right customers, the right product, at the right time
- Develop deep understanding of customer behavior, economic outcomes, business feasibility, etc. and identify how we can achieve the best possible outcomes for our members
- Lead critical workstreams defining the proposition and strategy of the future programme
- Keep stakeholders up to date and engaged with projects and ensuring teams are onboard to meet our bold targets
- Tailor loyalty programme to divisions to make the programme adaptable and not one size fits all
- Innovate and create the best in class example in the organization to implement customer change
- Work with research team internally to conduct loyalty programne studies and consistently collect feedback from customers
- Create close the loop programme to implement feedback from customers and colleagues
- Lead service design and customer experience worksterams to deliver super customer experience to colleagues
- Oversee value driving initiatives through data analysis
- Lead the creation of a strong value proposition to service identified segments through enhanced services and experiences
- Work with the wider team to ensure these segments are fully serviced through comms, experiences and product enhancements as appropriate
- Act as a loyalty consultant to brands as a loyalty SME to drive their business objectives.
Required Skills and Competencies:
- Experienced in revenue management, loyalty, finance or analytics – consideration to consumer behaviour.
- Ability to utilise metrics/analytics to identify opportunities and measure results.
- Excellent organisation and communication skills.
- Strong commercial acumen and negotiation skills.
- Skilled in multi-tasking and supporting several projects simultaneously.
- Ability to manage diverse stakeholders (internal and external)
- Strong self-starter.
- Strong problem-solving skills.
- High energy and a self-starter looking to make an impact.
- A passion for loyalty programs and the retail industry.
- Good written and spoken English (Arabic a bonus).
- Excellent presenter with the ability to persuade C-level leadership.
- Create great and compelling presentations.
Experience:
- 8+ years of experience in a customer-centric, data-driven marketing role, consulting roles within CRM/Loyalty
- Top-tier strategy consulting background or experience in a complex global organization highly desirable
- Retail experience is a plus.
Education:
- Master’s degree in business, Strategy, Innovation
Advertised: Arabian Standard Time
Application close: Arabian Standard Time
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