Loyalty Program Manager / Customer Success Manager at PayTech Group - Kuwait

PayTech Group, an active player in the thriving FinTech landscape of Kuwait and the Gulf region, is offering a unique and exciting career opportunity for ambitious professionals. The company is seeking to fill a dual role combining the positions of Loyalty Program Manager and Customer Success Manager. This role is pivotal in enhancing brand value, ensuring customer satisfaction, and sustaining growth within a fast-evolving and competitive market.

Job Description & Key Responsibilities

The successful candidate will be responsible for leading two interconnected strategic initiatives:

1. Loyalty Program Management:

• Design & Development: Lead the design and development of innovative and engaging loyalty programs for PayTech Group's customers, both B2C and B2B, aimed at enhancing customer retention and increasing lifetime value.
• Strategy & Execution: Formulate the overarching strategy for the loyalty program, including reward structures, membership tiers, redemption mechanisms, and ensuring its seamless implementation across all communication channels.
• Performance Analysis: Monitor and analyze the performance of loyalty programs using key metrics (KPIs) such as engagement rate, usage frequency, cost per acquisition, and providing regular reports with improvement recommendations.
• Partnership Management: Explore and develop strategic partnerships with other brands to enhance the value proposition of the loyalty program and expand its benefits for members.

2. Customer Success Management:

• Proactive Relationship Building: Build proactive and strong relationships with key clients, understanding their deep-seated goals and needs regarding PayTech Group's solutions.
• Adoption & Utilization: Ensure optimal customer adoption of the provided solutions and products, by offering necessary training, guidance, and support to maximize their value.
• Customer Retention: Work to reduce customer churn by identifying and addressing early risk indicators and effectively responding to any inquiries or complaints.
• Feedback Loop: Act as a vital link between customers and internal teams (Sales, Development, Support), relaying customer feedback and suggestions to drive continuous product and service improvement.

Required Qualifications & Skills

To be a successful candidate for this position, you must meet the following requirements:

• Experience: Minimum of 5 years of proven experience in a related field such as loyalty program management, customer success, or customer relationship management (CRM). Preference will be given to candidates with a background in the FinTech, digital payments, financial services, or retail sectors.
• Analytical Skills: Strong analytical skills with the ability to interpret complex data and make evidence-based decisions.
• Technical Proficiency: Solid familiarity with data analytics tools, CRM platforms, and collaboration software.
• Interpersonal Skills: Exceptional communication and interpersonal skills (both verbal and written) in Arabic and English. Must be persuasive and skilled at relationship-building.
• Strategic Acumen: A strategic mindset with the ability to translate business objectives into actionable plans.
• Results-Driven: A proactive, leadership-oriented personality capable of working independently and as part of a team, with a strong focus on achieving results and customer delight.

Why Join PayTech Group?

This position comes at a critical time in the growth of Kuwait's FinTech sector. You will have the opportunity to directly impact the experience of thousands of customers and build long-term loyalty. PayTech Group offers a dynamic work environment that encourages innovation and professional development.

How to Apply for This Position

Applications for this role are processed through the Naukrigulf platform. Please search for the job listing titled "Loyalty Program Manager/ Customer Success Manager" in the Kuwait location, or follow the direct link from the source advertisement. Ensure your Curriculum Vitae (CV) is updated to highlight your relevant experience and tangible achievements in both loyalty and customer success domains. Include a Cover Letter explaining your suitability for this unique dual role and what you can bring to PayTech Group.

Given the competitive nature of this field, it is advisable to apply at your earliest convenience after verifying you meet all the core requirements.