Loyalty Program Manager/ Assistant / Dubai
MPIS -
Dubai, United Arab EmiratesPosted 5 years ago70Applicants for1 open position
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Job Details
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Job Description
Job descriptions :
- Call Centre Operations (Centralized Call Centre):
- Daily / Monthly KPIs monitoring (AHT, SLA, AWT, ACW)
- Quality Assurance
- App store / social media monitoring
- Training of call center agents, QA and manager on new processes introduced by the loyalty program
- Weekly briefing – to monitor SLAs, examples of good and bad emails, queries and responses
- Update of knowledgebase – central repository for all processes and updated for call center
- Escalation management
- Report generation (daily, weekly, monthly report generation)
- Vendor management
- Invoicing and coordination with Finance for monthly payments
- Shukran Training ( loyalty programs):
- Conceptualization & preparation of training modules (new program processes (Ex. enrollment, refunds, retro claim), new system processes
- Conduct training on new processes for all territories (New & Refresher Trainings)
- Roll out support
- Monitoring and escalation management
- Store Briefs :
- SOPs for new program processes which affect stores
- Store escalation handling
- Understanding and updating of store processes which relate to the loyalty program and gift card operations to effectively manage store escalations
- Loyalty campaign set ups in loyalty system
- Coordination with brands and territories for new campaign setups – points or vouchers
- T&Cs for each offer
- Offer setup in loyalty system, POS and App
- Testing
- Brand or territory briefing after campaign setup on processes
Job Requirements
- Landmark group is announcing a new vacancy.
- Position: 1
- Manager loyalty programs .
- Position 2 :
- Assistant Manager loyalty program .
- Gender : Any
- Location : based in Dubai and will travel to all landmark countries
- Languages : Arabic / English (fluent )
- Education : Master degree preferably
- Experience : 5-8 years