Programme Design Senior Manager

Job Description

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities ? all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.Role Purpose:Majid Al Futtaim is the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play. We have over 45,000 team members in 16 international markets ? all keeping the customer at the heart of everything we do.Our diverse businesses present a unique opportunity to leverage one of the richest and most expansive sources of data within the MENA regions. In our efforts to realize our vision of knowing and serving our customers better, Majid Al Futtaim is building one of the most ambitious loyalty programmes in the region, SHARE. SHARE was launched in 2019 and reached 2+ million members in less than two years.As a key member of the Loyalty business and reporting into the Lead of Commercial Growth and Program Design, within the central Holding Company, the Senior Manager of Program Design will work closely with other senior members of the loyalty team, business units of Majid Al Futtaim and commercial loyalty partners, providing leadership and subject matter expertise in the space of best in class loyalty creation to achieve the programme?s vision.Role Details ? Key Responsibilities and Accountabilities:Program Design Strategy and framework

• Building out the Program Design strategy and framework to support the business? ambition
• Provide thought leadership and subject matter expertise for a large range of strategic topics and decisions.
• Lead program level changes in collaboration with the partnership team to onboard new partner
• Fully leverage structured and unstructured data to drive the most effective decision-making
• Exploration and evaluation of new technologies, platforms and features which may be sourced for enhanced customer experience, additional business opportunities and new capabilities.

Program Development and Management

• Designing loyalty programs? structures, developing the customer value proposition, defining the business rules & processes for new and existing loyalty businesses.
• Leveraging the power and depth of data on hand to hypothesis and build out winning programme changes and features
• Auditing existing loyalty and key engagement propositions, proactively share observations and new recommendations, cross functional engagement for developing an implementation plan
• Continuously engage with Loyalty, business unit and partner stakeholders to identify their challenges, help in preparing recommendation documents, help in building roadmaps for new enhancements and meeting their needs
• Identifying opportunities and developing new features in the running programs, closely monitoring customer journeys and recommend best practices from global best programs.
• Hunt for opportunities within the portfolios including engaging with business units and partners to enhance the programme customer value proposition
• Define SHARE?s tier framework: Define, deliver and manage the performance of all programme tiers and sub-programmes
• Create an experiential reward portfolio: Develop a catalogue of rewards through Majid Al Futtaim and partner ecosystems that are non replicable and unique to the loyalty programme

Program economics and health

• Develop everyday pricing strategies, executions of key changes, frameworks and guidelines in partnership with the SHARE leadership, business units, commercial partners and other senior stakeholders
• Lead the development of program health reports and identify KPIs to track and improve programme performance
• Management of currency and other loyalty levers analyst to drive superior outcomes
• Lead quarterly review processes assessing the effectiveness of program strategies in delivering to customer and organisational outcomes
• Develop, implement and monitor customer fairness principles for Personal Everyday Banking customers
• Optimise programme profitability: lead the development of cost / revenue models to determine viability of products and enhancements, maximizing value back to customers and the Business.
• Continuously review the cost and performance of Loyalty benefits and features to ensure programme health, maintain optimal profitability ratios and ensure the programme is delivering on its objectives

Definition of Success

• Clear delivery on strategy-to-execution, based on business OGSM, that demonstrates programme performance and enhanced member engagement.
• A Programme that is considered industry leading and sits in the top 3 in-market for consideration
• A value proposition that drives customer engagement and incremental sales to individual Business Units within the coalition
• Continual programme improvement driven by feature and product additions and enhancements
• Challenge the status quo by suggesting strategic and tactical approaches to enhance the programme, always solution-minded and able to steer stakeholders to data- driven decisions
• Positive feedback from internal stakeholders on the impact of the loyalty programme on the business units, their departments, and the wider MAF ecosystem
• Positive feedback from customers on product features
• Performance and personal development of the team

Other Context (if applicable):Functional/Technical Competencies

• Expert level in loyalty management and programme economics
• Expert understanding of business drivers and financially literate
• Experience developing, articulating and implementing business strategy that achieve intended outcomes measured through shareholder, customer, and partner value
• Advanced analytical skills and a track record of taking data-informed decisions in any situation, including deep knowledge of growth drivers
• Good experience using differ

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