Description

The Loyalty Program Officer plays a key role in managing, analyzing, and growing the Zain Cash loyalty program. This position is responsible for developing customer-centric campaigns, managing a gamified points system, and building strategic relationships with partners to enhance program value. The officer will monitor customer behavior, optimize voucher offerings, track satisfaction, and generate actionable insights to increase engagement and retention. Cross-functional collaboration is critical to align program efforts with internal teams and external partners.

Responsibilities

• Manage the day-to-day operations of the Zain Cash loyalty program, including points accrual, redemption logic, and reward tiering.
• Develop and execute gamified campaigns to boost engagement, transactions, and point usage.
• Continuously monitor point utilization trends to optimize customer experience and reward structures.
• Analyze voucher performance, redemption behavior, and customer preferences.
• Report on voucher value, usage rates, and campaign ROI.
• Recommend improvements based on data to ensure vouchers are relevant and attractive.
• Customer segment based on usage patterns and loyalty behavior.
• Design tailored offers and benefits based on customer insights.
• Conduct periodic satisfaction surveys and generate reports to measure loyalty program impact.
• Build and maintain strong relationships with third-party partners to source valuable offers and benefits.
• Negotiate partnership deals that provide meaningful rewards to customers and align with Zain Cash's loyalty strategy.
• Expand the partner network to create a diversified and appealing reward ecosystem.
• Generate regular dashboards and performance reports to track KPIs (engagement, redemption, churn).
• Collaborate with data and BI teams to ensure accurate tracking of loyalty metrics and customer value.
• Translate data into actionable strategies for retention and growth.
• Work closely with product, marketing, customer service, and sales teams to ensure program alignment.
• Share campaign plans, updates, and performance metrics across departments.
• Support internal training or onboarding sessions related to loyalty campaigns and tools.
• Monitor trends in customer loyalty, fintech rewards programs, and gamification strategies.
• Analyze competitor offerings to identify innovation opportunities and areas of differentiation.
• Recommend strategic improvements to enhance the value of Zain Cash's loyalty platform.

Requirements

Bachelor’s degree in marketing, Business Administration, or related field

1–3 years of relevant experience in loyalty program management, CRM, or customer engagement, preferably in fintech, telecom, or retail.

Preferred Skills

• Solid understanding of loyalty program structures and gamification techniques.
• Experience in data analysis and campaign reporting.
• Strong communication, negotiation, and partner management skills.
• Ability to think strategically while managing operational tasks.
• Proficiency in Excel, PowerPoint, and CRM/reporting tools.
• Team-oriented mindset with strong coordination and project follow-up abilities.
• Customer-focused, analytical, and creative thinker.