Loyalty Program Manager/ Customer Success Manager

Job Title: Loyalty Program Manager/ Customer Success Manager

Term: 12 months

Location: Kuwait City

Division: Cards & Payments (Retail)

Reports to: Head of Product/ Head of Loyalty

Relevant experience:

1. 5–8 years in customer success for software platforms
2. Experience with loyalty platforms customer engagement programs

Mandatory requirements:

1. Experience with loyalty program design and optimization
2. Immediately Available
3. Familiarity/hands on with tools loyalty platform

Purpose of the Project:

The purpose of this engagement is to deploy a Loyalty Program Manager / Customer Success Manager who will act as a strategic advisor and trusted partner to the client, ensuring they achieve measurable business outcomes through their loyalty and customer engagement platform. The role will drive platform adoption, deliver tangible value, and foster long‑term relationships that result in improved customer engagement, retention, and growth. The Loyalty Program Manager / CSM will also serve as the connecting link between client stakeholders and internal teams, bringing together marketing, CRM, loyalty, analytics, and operations to ensure that expectations, SLAs, and strategic objectives are consistently met.

Core Responsibilities and Accountabilities

Drive Adoption & Value

1. Evangelize the loyalty and customer engagement platform with client stakeholders.
2. Monitor platform usage, performance and customer behavior, and proactively recommend strategies to improve engagement, retention, and ROI.

Relationship Management

1. Serve as the primary point of contact for assigned accounts.
2. Build trusted, long‑term relationships with stakeholders across Marketing, CRM, Loyalty, and Executive teams.

Strategic Guidance

1. Provide best practices, playbooks, and use cases for loyalty program success, grounded in data and leading market standards.
2. Translate data‑driven insights into clear recommendations for the clients loyalty and customer engagement strategy.

Program Governance

1. Lead and coordinate regular business reviews (e.g., QBRs) and status updates via calls, presentations, and onsite meetings.
2. Align and coordinate internal resources (e.g., product, analytics, operations) to meet client objectives and SLAs.

Growth & Retention

1. Identify opportunities for account expansion and cross‑sell Mastercard solutions where appropriate.
2. Drive renewal readiness, ensuring high levels of customer satisfaction and relationship health.

Internal Collaboration & Alignment

1. Work closely with internal product, analytics, and operations teams to address client feedback and prioritize roadmap items that enhance program performance.
2. Ensure that client requirements and outcomes are clearly documented and communicated internally.

KPIs

1. Achievement of client‑defined KPIs tied to engagement and retention on the loyalty / customer engagement platform
2. Renewal targets met or exceeded across assigned accounts
3. Incremental value generated from existing accounts (e.g., upsell, cross‑sell, increased platform usage)
4. Measured client satisfaction and relationship health (e.g., survey feedback, stakeholder input)
5. Adherence to SLAs and timely completion of agreed deliverables and governance forums (e.g., QBRs, status updates)

Knowledge and Experience

1. 5–8 years in customer success, account management, or consulting for enterprise SaaS solutions
2. Experience working on loyalty, CRM, marketing or customer engagement programs
3. Strong exposure to commercial models and the ability to connect program performance to business outcomes
4. Proven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business value
5. Experience managing multiple client stakeholders (including Marketing, CRM, Loyalty and Executive teams)
6. Familiarity with marketing technology or fintech ecosystems, including APIs, integrations, CRM, customer engagement and loyalty solutions, analytics tools, and customer data platforms
7. High comfort in working with analytics dashboards, interpreting data, and turning insights into concrete actions and recommendations

Mandatory Skills**

1. Strong commercial acumen and ability to link loyalty program performance to financial and strategic outcomes
2. Advanced analytical and problem‑solving skills (both quantitative and qualitative)
3. Excellent written and verbal communication, including the ability to prepare and deliver compelling presentations
4. Strong stakeholder management and relationship‑building skills across senior and cross‑functional teams
5. Ability to manage multiple priorities, projects, and stakeholders in a fast‑paced environment
6. Cross‑functional leadership skills to align product, analytics, and operations around client objectives
7. High level of organization, discipline, and follow‑through for governance, QBRs, and action tracking
8. Empathy, active listening and a customer‑centric mindset