Senior Proposition Manager – Customer & Technology – UAE – Alshaya Group

Role Profile

• Develop and implement a long-term strategic roadmap for Aura that aligns with Alshaya’s 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.
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Job Details

Preferred Candidate