Program Development Section Manager|0001 - 5003664HO

Job Description

The role holder is responsible for defining Qitaf loyalty program strategy and yearly roadmap for program evolution monitoring and developing reports related to Qitaf performance including activity reports, financial statements, profitability, customers revenues, churn and satisfaction, points earned and burnt, etc. The role holder is also responsible for liaising with all stakeholders departments for program development & management (Finance, Pricing, Planning & Performance, PDS, IT, eChannels etc.). The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.Managerial Responsibilities?Participates in the development and implementation of Qitaf plans, in line with the corporate objectives.?Directs and manages the Program Development Section mandates, providing leadership and facilitating work processes in order to achieve high performance standards.?Interprets and implements change in Program Development Section providing guidance and support, necessary for continuous improvement.?Ensures compliance with organizational policies, procedures and quality standards in the Program Development. Core Responsibilities ?Defines Qitaf loyalty program strategy and yearly roadmap for program evolution?Defines and update Qitaf loyalty program enrolment, business rules & associated criterion ?Benchmarks other points based programs and latest advancements in customer loyalty globally?Maintains and enhances Qitaf catalogue based on changes to STC product portfolio?Monitors STC strategies and objectives and suggest required changes to Qitaf accordingly?Monitors and changes if required earn and burn rates for Qitaf to ensure program competitiveness with competitor offerings?Updates rewards regularly to answer customers? needs and interests?Designs and creates new development requests and manage priority & tracking as per new processes ?Liaises with all stakeholders departments for program development & management (Finance, Pricing, Planning & Performance, PDS, IT, eChannels etc)?Manages program periodic reporting for senior management and financial reporting protocols?Monitors and develops reports related to Qitaf performance including activity reports, financial statements, profitability, customers revenues, churn and satisfaction, points earned and burnt, etc?Periodic reporting for Usage, Program member behavioral shifts, segment-wise patterns ((Mobility, Fixed, STCPay, Jaway ? etc) to maintain performance.?Periodic reports & analysis for Qitaf campaigns & (trends &) performance for our 50+ partners?Conducts dashboard reviews for weekly / monthly reporting & liaise with IT-EDW and CAD teams for data sourcing for loyalty program reporting ?Designs and monitors new sub-programs to be introduced to enhance the Qitaf value proposition (e.g. Instant Rewards, Mobile App)?Suggests a list of KPIs related to Qitaf performance & monitor them periodically ?Assesses customer experience throughout the customer lifecycle People Management Responsibilities?Defines goals and key performance indicators for each member of the team and ensures effective application of the STC performance management process.?Directs planning and selection of manpower in the Program Development Section, in line with the business and operational plans.?Ensures high level of employee engagement and capability development by providing on-going feedback and coaching team members within the Program Development Section. Performs other responsibilities and tasks as directed by the Director - Qitaf.in order to meet objectives.

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