CRM and Loyalty Manager
Proloyalty
Total years of experience :24 years, 2 Months
Develop Customer Loyalty Program and program partnership management. Conducting research and gathering information; presenting findings to clients; analyzing and evaluating business goals and client requirements; recommending strategies to increase business success; creating various role models for specific projects; identifying and implementing operational business logistics; performing financial analyses and making
reports; working with clients to meet performance expectations of projects; as well as monitoring market trends to determine the best products or services for a company, among others. Worked with Major Bank and Airlines in KSA in many project by providing various services including setting-up and running Call Center.
- Manages corporate RDBMS data center operated on Ingress/Oracle Enterprise Server. Developed strategic plan for data center operation and capacity expansion. Oversees database administration and network administration.
- Planned and designed corporate call center infrastructure including IVR Development. Managed outsourced consulting team for telecommunication system installation, configuration, and implementation.
-System integration between mainframe legacy system and web based applications.
-Project lead for a financial analysis and reporting system development. Responsible for project planning, requirement analysis, and technical specification.
-Worked with IT team in developing database backup and recovery plan and corporate network and internet security policy.
-Managed systems development team to migrate legacy data from DB2/Ingress to Oracle RDBMS. Applying data cleaning, data quality check.
-RFP/RFI development and contract negotiation, development of strategic objectives and KPIs using the Balanced Score Card methodology.
-Collect user requirement, conduct systems analysis and design and co-ordinate testing and implementation activities.
-Monitors and recommends changes to improve the reliability, scalability, security and performance of applications.
-Analyze and assist users during requirements definition and recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed.
- Develop a strategy to drive customer loyalty and build passengers retention. Assess existing research and conduct new research to understand members' needs and the key levers that drive loyalty, as necessary.
-Work with various business units across the organization and advertising agency to develop loyalty strategy. Incorporate communications, bonus miles, partners offers. Integrate partnerships and other programs into
loyalty strategy.
-Contribute into development to provide guidance and make final decisions on target segments and all marketing/communication plans across channels. Provide strategic direction and final approval on unique creative aimed at the above segments. Manage loyalty communications calendar across multiple channels and multiple campaigns.
- Lead and provide direction/guidance on execution of all members communications. Set direction with the advertising agency on design of email, direct mail and collateral materials. Ensure appropriate and consistent brand image across loyalty communications.
-Lead relationships with operations, all front-line teams, Call Center, Airport Agents, and international offices to ensure desired members experience of loyalty programs is being executed. Change programs as needed
to ensure continued success.
-Benchmark/Review in-market research and determine which concept meets members' and business needs. Conduct further feasibility and financial analysis to determine final benefit set. Oversee build of any new/improved benefits with internal and external partners. Work with Information Technology team to ensure system changes support new program. Oversee the development of new collateral materials, manage inventory
and ongoing fulfillment.