About the job Loyalty & Partnerships - Senior Specialist

Job Title : Loyalty & Partnerships - Senior Specialist

Employment type : Contract (On-site)

Contract length : 6 - 12 months

Location : KSA

Reports to : Loyalty/Customer Engagement Manager or Head of Partnerships

PURPOSE OF THE PROJECT

The Senior Specialist - Bank-wide Loyalty & Partnerships is responsible for designing, implementing, and managing customer loyalty programs and strategic partnerships across the bank. The role focuses on enhancing customer engagement, increasing retention, driving revenue growth, and creating a differentiated customer experience through value-added partnerships and rewards ecosystems.

Core Responsibilities and Accountabilities:

• Loyalty Program Management - Design, develop, and continuously enhance the bank's loyalty and rewards programs. Manage points accrual/redemption, campaigns, offers and monitor KPIs.
• Partnership Development & Management - Identify and onboard strategic partners, negotiate commercial agreements, and manage ongoing relationships.
• Campaign & Offer Execution - Execute targeted loyalty campaigns and customer-centric offers across channels.
• Data Analysis & Reporting - Track performance metrics, generate insights, and prepare management reports.
• Customer Experience Enhancement - Improve loyalty experience and customer satisfaction across touchpoints.
• Stakeholder Collaboration - Work with Marketing, Digital, Retail Banking, Cards, CRM, Analytics, IT, Legal, Compliance, and Procurement teams.

Knowledge and Experience:

• 7+ years of experience in loyalty programs, partnerships, CRM, or marketing within banking, fintech, or retail.
• Strong understanding of reward ecosystems, customer engagement strategies, and partnership models.
• Previous experience managing vendors and external partners.
• The ability to identify business opportunities, understand market trends, and make decisions that drive growth and profitability.
• Strong ability to negotiate effectively and build lasting relationships with partners and stakeholders.
• The ability to analyze data, monitor KPIs, identify trends, and use insights to improve performance.
• Skilled in planning, managing, and delivering projects on time and to a high standard.
• Excellent communication skills with the ability to engage and influence stakeholders at all levels.
• The ability to understanding customer needs and enhancing customer satisfaction and loyalty.
• Experience using loyalty and CRM tools to manage customer relationships and improve engagement.

Key Performance Indicators:

• Customer engagement and retention rates.
• Loyalty program usage and redemption rates.
• Incremental revenue from loyalty initiatives.
• Number and quality of strategic partnerships.
• Customer satisfaction (NPS) related to loyalty offerings.

Mandatory Skills:

• Bachelor's degree in Business Administration, Marketing, Finance, or related field (MBA preferred).
• Previous experience within Banking, Digital Payment & Card solutions or the FinTech industry.
• Regional experience, including working in a faced-paced matrix organisation.
• Excellent communication skills in English (written, verbal, and presentation); fluency in Arabic is an advantage.

Preferred Skills:

• The ability to analyse data, troubleshoot payment issues, optimize processes, and make data-driven decisions.
• Good understanding of payment systems, digital platforms, system workflows, security basics, and industry technologies.
• An understanding of regional regulations across financial services or payment networks.