Loyalty Program Officer

Job Description: Loyalty Program OfficerPosition SummaryThe Loyalty Program Officer is responsible for managing, optimizing, and enhancingcustomer loyalty initiatives to drive engagement, retention, and revenue growth. This rolefocuses on end-to-end loyalty program operations, partner coordination, membercommunication, data insights, and performance analysis. Experience with UAE-based loyaltyprograms such as Emirates Skywards, Shukran Points, Etisalat Smiles, ADNOCRewards, or similar platforms is highly valued.Key Roles & Responsibilities1. Loyalty Program Management Oversee day-to-day management of the loyalty program, including memberonboarding, points issuance, accrual, and redemption processes. Monitor program performance KPIs (member growth, active users, redemption rate,partner contribution, ROI). Ensure loyalty operations run smoothly across digital platforms, mobile apps, andretail stores.2. Partnership & Vendor Coordination Manage relationships with loyalty partners such as airlines, retail brands, hospitalitygroups, telecom providers, e-commerce and fintech partners. Negotiate reward offerings, earn/burn rates, joint promotions, and contract renewals. Coordinate with third-party vendors, technology providers, and CRM platforms.3. Customer Experience & Engagement Develop customer engagement strategies to increase participation and repeat usage. Manage customer communication touchpoints (email campaigns, push notifications,SMS, in-app messaging). Resolve escalated customer issues related to loyalty benefits, points discrepancies, orredemptions.4. Campaign Planning & Execution Plan, launch, and track loyalty promotions including bonus points offers, seasonalcampaigns, partner-led promotions, and tier upgrades. Work closely with marketing teams to design communication collateral and digitalassets. Monitor campaign performance and prepare post-campaign analysis reports.5. Data Analysis & Reporting Use CRM and loyalty analytics tools to analyze customer behaviour, segmentation,and program performance. Generate weekly/monthly reports on KPIs including:o Member acquisitiono Engagement rateo Redemption trendso Partner contributiono Revenue impact Recommend enhancements based on insights and benchmarking with leading UAEprograms (Skywards, Shukran, Smiles, etc.).6. Technology & Platform Management Maintain loyalty databases, API integrations, and platform configurations. Support UAT testing for new features, program changes, and system enhancements. Work with IT teams to troubleshoot technical issues related to points accrual, appperformance, or integrations.7. Compliance & Policy Adherence Ensure loyalty program operations comply with internal policies, audit requirements,and UAE regulatory guidelines. Maintain accurate documentation of loyalty processes, SOPs, and partner agreements. Monitor fraud risks and implement measures to detect and prevent loyalty misuse.8. Strategic Development Contribute to improving the program's value proposition, tier structure, rewardcatalogue, and customer benefits. Benchmark against leading loyalty programs in the UAE and GCC. Propose innovations such as gamification, coalition partnerships, instant rewards, andpersonalized experiences.Key Skills & Competencies Strong understanding of UAE loyalty ecosystem (Emirates Skywards, Shukran,Smiles, etc.). Experience with CRM, loyalty platforms, and customer analytics tools. Data-driven mindset with ability to interpret KPIs and optimize program performance. Excellent communication and stakeholder management skills. Knowledge of digital marketing, campaign management, and customer lifecyclemanagement (CLM). Strong problem-solving and customer handling skills.Educational & Experience Requirements Bachelor's degree in Marketing, Business, CRM, Data Analytics, or related field. 2–6 years of experience in loyalty program management within airlines, retail,telecom, e-commerce, or hospitality. Hands-on experience with reward structures, point systems, and customer engagementplatforms. UAE/GCC market experience preferred.

Job Type: Full-time

Pay: AED4, AED5,000.00 per month