We are supporting a prestigious client in Kuwait within the Cards & Payments (Retail) domain who is looking to engage an experienced Loyalty Program Manager / Customer Success Manager for a long-term assignment. This role requires a strong customer-centric professional who can partner closely with stakeholders to maximize value from a loyalty and customer engagement platform, driving sustained improvements in engagement, retention, and business performance.
Role Overview The successful will serve as a key liaison between the client and internal teams, ensuring successful platform adoption and ongoing optimization. The role involves aligning loyalty and engagement initiatives with broader business objectives while maintaining governance, performance tracking, and stakeholder confidence.
Key Responsibilities Promote effective usage of the loyalty and customer engagement platform. Track platform performance, usage trends, and customer behavior. Recommend data-backed actions to enhance engagement, retention, and ROI. Act as the primary contact for assigned stakeholders. Develop strong working relationships across Marketing, CRM, Loyalty, and senior leadership. Share best practices, frameworks, and use cases to strengthen loyalty program outcomes. Convert insights and analytics into clear strategic recommendations. Lead regular reviews, updates, and governance sessions. Coordinate internal teams to deliver against agreed SLAs and objectives. Support renewal readiness and identify opportunities for long-term value creation.
Mandatory Requirements5–8 years’ experience in customer success, account management, or consulting within software or Saa S environments. Demonstrated experience working with loyalty platforms and customer engagement programs. Proven capability in loyalty program design, optimization, and performance management. Hands-on familiarity with loyalty tools, analytics dashboards, and engagement technologies. Strong ability to manage multiple senior and cross-functional stakeholders. Immediate availability. Excellent communication, analytical, and problem-solving skills.