This role is mainly accountable for deployment of loyalty program within operational teams and optimizing operational metrics for loyalty program (including a close monitoring of the loyalty system). Will act as the Key person for any inquiry from business or other stakeholders about Loyalty system (Siebel)
Key Activities / Accountabilities:
Develop Loyalty system business requirements and PPD for all system change requests
Review and validate technical documents related to Loyalty system enhancements changes including SOW, LLD & HLD documents
Develop Loyalty system UAT scenarios and perform final hands-on system user acceptance testing
Represent the Loyalty Team for internal and external (vendor) negotiations to achieve high levels of quality in designing, implementing or enhancing the Loyalty system.
Map and define long term plans for loyalty system enhancement and development.
Perform inter-departmental functionalities, responsibilities and communications between loyalty, technology IT Planning and Operations, Customer Care, Sales. etc within Wataniya Telecom for realising strategic loyalty system and operations requirements
Design operational processes to support Loyalty Program;
Develop reports & dashboards to monitor program operational performance as well as forecasts;
Data & System audits of the loyalty system, Stream Line the system reports
Work with Customer Care and Sales teams to design loyalty functionalities, processes and training required for CSRs and sales representatives;
Work with Web portal, customer experience and product management teams to design loyalty functionalities and processes to ensure customer experience usability and program efficiency;
Interprets results and translates them into insights for senior leaders and business partners in marketing, operations and finance;
Play a significant role in long-term planning, including initiatives geared toward operational excellence;
Manage and increase the effectiveness and efficiency of Operational Support through improvements to each function as well as coordination and communication between support and business functions;
Design and implement continuous root cause analysis and corrective actions based on customer feedback, make recommendations for change, and track results of implemented changes;
Work with internal resources and implementation teams to ensure customer expectations are communicated and key performance indicators are exceeded;
Liaise with other business partners to set appropriate communication and training plans to support continuous improvement initiatives;
Qualifications / Requirements:
Excellent knowledge of Siebel loyalty, other Siebel based applications would be an advantage
Strong Project Management skills
Strong Technical skills
At least 8 years experience in the same role.
Excellent experience in developing customer surveys, analysing data and ability to read and interpret general market data/metrics.
Excellent experience in liaising with cross-functional teams to execute business activities.
Confident negotiation skills dealing with vendors and partners.
Strong knowledge of local market conditions and potential target market/customers.
Fluent verbal/written communication in English and Arabic.
Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
Good writing skills and development of presentations.
Innovative and creative thinker
Excellent interpersonal skills and the ability to establish and build relationships quickly.
Apply Online
Key Activities / Accountabilities:
Develop Loyalty system business requirements and PPD for all system change requests
Review and validate technical documents related to Loyalty system enhancements changes including SOW, LLD & HLD documents
Develop Loyalty system UAT scenarios and perform final hands-on system user acceptance testing
Represent the Loyalty Team for internal and external (vendor) negotiations to achieve high levels of quality in designing, implementing or enhancing the Loyalty system.
Map and define long term plans for loyalty system enhancement and development.
Perform inter-departmental functionalities, responsibilities and communications between loyalty, technology IT Planning and Operations, Customer Care, Sales. etc within Wataniya Telecom for realising strategic loyalty system and operations requirements
Design operational processes to support Loyalty Program;
Develop reports & dashboards to monitor program operational performance as well as forecasts;
Data & System audits of the loyalty system, Stream Line the system reports
Work with Customer Care and Sales teams to design loyalty functionalities, processes and training required for CSRs and sales representatives;
Work with Web portal, customer experience and product management teams to design loyalty functionalities and processes to ensure customer experience usability and program efficiency;
Interprets results and translates them into insights for senior leaders and business partners in marketing, operations and finance;
Play a significant role in long-term planning, including initiatives geared toward operational excellence;
Manage and increase the effectiveness and efficiency of Operational Support through improvements to each function as well as coordination and communication between support and business functions;
Design and implement continuous root cause analysis and corrective actions based on customer feedback, make recommendations for change, and track results of implemented changes;
Work with internal resources and implementation teams to ensure customer expectations are communicated and key performance indicators are exceeded;
Liaise with other business partners to set appropriate communication and training plans to support continuous improvement initiatives;
Qualifications / Requirements:
Excellent knowledge of Siebel loyalty, other Siebel based applications would be an advantage
Strong Project Management skills
Strong Technical skills
At least 8 years experience in the same role.
Excellent experience in developing customer surveys, analysing data and ability to read and interpret general market data/metrics.
Excellent experience in liaising with cross-functional teams to execute business activities.
Confident negotiation skills dealing with vendors and partners.
Strong knowledge of local market conditions and potential target market/customers.
Fluent verbal/written communication in English and Arabic.
Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
Good writing skills and development of presentations.
Innovative and creative thinker
Excellent interpersonal skills and the ability to establish and build relationships quickly.
Apply Online
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