Develop and implement a long-term strategic roadmap for Aura that aligns with Alshayas overall business objectives across Middle East and North Africa (MENA)
Stay abreast of industry trends and competitor activities to ensure Aura remains competitive and innovative.
Ensure loyalty programme is consistently delivering an effortless experience to customers and colleagues
Build the future roadmap of the programme to create the most compelling and differentiated retail proposition in the region
Manage existing partnerships and identify new opportunities to enhance member value and drive revenue.
Drive new partnerships, negotiate and manage partnership agreements to secure favorable terms and maximize value for Alshaya.
Drive strategic partnership initiatives that deliver exceptional experiences to our Aura members, solidifying our position as a worldclass programme.
Identify new revenue generating streams through Aura partnerships.
Key Performance Areas
Driving the partnership strategy to increase member value through high value partners, new business and proposition creation
Conceptualise and create new customer proposition that creates profitable ancillary streams for Alshaya
Drive new partnerships for partner funded benefits to enhance the Aura Programme proposition by adding worldclass and experiential high tier member benefits.
Monetise the loyalty programme data to grow customer value and increase revenues
Reshape and drive the long term strategic roadmap of Aura
Build business cases for securing internal buy in and negotiate profitable terms for Alshaya
Run and operate partners and new products / services
P&L management, loyalty health via a defined KPI/ OKR set, in addition to distribution, management and dilution of loyalty currency and assets, in accordance with brand and member behaviours.
Work with our analytics, CRM, marketing product and other partner teams to find opportunities to address business challenges and changing customer needs
Developing the Loyalty Program Product Strategy to offer the right customers, the right product, at the right time
Develop deep understanding of customer behavior, economic outcomes, business feasibility, etc. and identify how we can achieve the best possible outcomes for our members
Lead critical workstreams defining the proposition and strategy of the future programme
Keep stakeholders up to date and engaged with projects and ensuring teams are onboard to meet our bold targets
Tailor loyalty programme to divisions to make the programme adaptable and not one size fits all
Innovate and create the best in class example in the organization to implement customer change
Work with research team internally to conduct loyalty programne studies and consistently collect feedback from customers
Create close the loop programme to implement feedback from customers and colleagues
Lead service design and customer experience worksterams to deliver super customer experience to colleagues
Oversee value driving initiatives through data analysis
Lead the creation of a strong value proposition to service identified segments through enhanced services and experiences
Work with the wider team to ensure these segments are fully serviced through comms, experiences and product enhancements as appropriate
Act as a loyalty consultant to brands as a loyalty SME to drive their business objectives.
