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Loyalty Program Manager/ Assistant / Dubai

MPIS
Dubai, United Arab Emirates
Posted 5 years ago
70Applicants for1 open position
  • 0Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
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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

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