Support strategic discussions with vendors and network partners driving contract negotiations and other strategic initiatives
Execute Loyalty platform migration for the Caribbean markets in collaboration with the vendor and internal partners
Collaborate with the Products team to support/implement a range of initiatives (e.g. product shelf review) as well as develop/refresh loyalty offerings (engagement campaigns) for products from time-to-time
Develop a Client Engagement Playbook: Establish an End to End (E2E) desired end state for client experience vis-à-vis redemptions, and collaborate with partners to ensure policies, processes, operational capabilities, and fulfillment are setup in a manner to deliver on the desired client experience
Oversee reporting on key drivers of performance and monitor impact of various loyalty offerings within the Loyalty Value Propositions
Establish/refine the Loyalty Governance Framework through internal cross-functional/cross-entity collaboration
Manage Loyalty Performance via Periodic Reviews in partnership with our Cards Loyalty solutions provider
Monitor competitor actions, industry developments and client feedback to identify gaps and opportunities. This includes drafting business cases on new opportunities to improve the overall Client Experience, and lead prioritization efforts
Monitor client behaviour to assess impact of strategies and tactics on client engagement and business profitability

Must-have University Degree and extensive related work experience
Build relationships and strategies to partner with key stakeholders and drive results
Collaborate cross functionally to lead various transformation initiatives
Strong command of MS Office (especially PowerPoint and Excel) to effectively present ideas and proposals
Ability to gather and review information from various sources, understand the bigger picture and build steps to solve complex problems
Ability to independently drive tactical initiatives in line with business strategy, including process optimization, client experience enhancements and opportunities that positively impact the P&L
Support leadership decisions with the ability to weigh pros vs. cons in complex scenarios and make prudent & insightful recommendations
Nice to have Knowledge of the Cards business (financial and operational)
MBA

Opportunity to Lead in a dynamically changing environment
The advantage of working with a dynamic, collaborative, and high performing team where initiative and hard work are recognized and rewarded
Leaders who help your development through coaching and managing opportunities
Ability to make a difference and lasting impact

Senior Manager, Loyalty and Client Engagement

Key skills