loyalty and Engagement Associate

The Loyalty Program Officer plays a key role in managing, analyzing, and growing the Zain Cash loyalty program. This position is responsible for developing customer-centric campaigns, managing a gamified points system, and building strategic relationships with partners to enhance program value. The officer will monitor customer behavior, optimize voucher offerings, track satisfaction, and generate actionable insights to increase engagement and retention. Cross-functional collaboration is critical to align program efforts with internal teams and external partners

Responsibilities

Manage the day-to-day operations of the Zain Cash loyalty program, including points accrual, redemption logic, and reward tieringDevelop and execute gamified campaigns to boost engagement, transactions, and point usageContinuously monitor point utilization trends to optimize customer experience and reward structuresAnalyze voucher performance, redemption behavior, and customer preferencesReport on voucher value, usage rates, and campaign ROIRecommend improvements based on data to ensure vouchers are relevant and attractiveCustomer segment based on usage patterns and loyalty behaviorDesign tailored offers and benefits based on customer insightsConduct periodic satisfaction surveys and generate reports to measure loyalty program impactBuild and maintain strong relationships with third-party partners to source valuable offers and benefitsNegotiate partnership deals that provide meaningful rewards to customers and align with Zain Cash's loyalty strategyExpand the partner network to create a diversified and appealing reward ecosystemGenerate regular dashboards and performance reports to track KPIs (engagement, redemption, churn)Collaborate with data and BI teams to ensure accurate tracking of loyalty metrics and customer valueTranslate data into actionable strategies for retention and growthWork closely with product, marketing, customer service, and sales teams to ensure program alignmentShare campaign plans, updates, and performance metrics across departmentsSupport internal training or onboarding sessions related to loyalty campaigns and toolsMonitor trends in customer loyalty, fintech rewards programs, and gamification strategiesAnalyze competitor offerings to identify innovation opportunities and areas of differentiationRecommend strategic improvements to enhance the value of Zain Cash's loyalty platform

Requirements

Bachelor's degree in marketing, Business Administration, , or related field1-3 years of relevant experience in loyalty program management, CRM, or customer engagement, preferably in fintech, telecom, or retail

Preferred Skills

Solid understanding of loyalty program structures and gamification techniquesExperience in data analysis and campaign reportingStrong communication, negotiation, and partner management skillsAbility to think strategically while managing operational tasksProficiency in Excel, PowerPoint, and CRM/reporting toolsTeam-oriented mindset with strong coordination and project follow-up abilitiesCustomer-focused, analytical, and creative thinker