Loyalty Program Manager/Customer Success Manager
Job in
Kuwait City, Kuwait
Listing for:
PayTech Nexus Ltd
Full Time
position
Listed on 2026-07-01
Job specializations:
-
Business
Client Relationship Manager, CRM System, Customer Success Mgr./ CSM
Salary/Wage Range or Industry Benchmark: 13392 - 20088 KWD Yearly
KWD
13392.00
20088.00
YEAR
Job Description & How to Apply Below
Position: Loyalty Program Manager/ Customer Success Manager
Overview
Job Title: Loyalty Program Manager/ Customer Success Manager
Term: 12 months
Location: Kuwait City
Division: Cards & Payments (Retail)
Reports to: Head of Product/ Head of Loyalty
Relevant experience:
5–8 years in customer success for software platformsExperience with loyalty platforms customer engagement programsMandatory requirements:
Experience with loyalty program design and optimizationImmediately AvailableFamiliarity/hands on with tools loyalty platformPurpose of the Project:
The purpose of this engagement is to deploy a Loyalty Program Manager / Customer Success Manager who will act as a strategic advisor and trusted partner to the client, ensuring they achieve measurable business outcomes through their loyalty and customer engagement platform. The role will drive platform adoption, deliver tangible value, and foster long‑term relationships that result in improved customer engagement, retention, and growth.
The Loyalty Program Manager / CSM will also serve as the connecting link between client stakeholders and internal teams, bringing together marketing, CRM, loyalty, analytics, and operations to ensure that expectations, SLAs, and strategic objectives are consistently met.
Core Responsibilities and Accountabilities Drive Adoption & Value
Evangelize the loyalty and customer engagement platform with client stakeholders.Monitor platform usage, performance and customer behavior, and proactively recommend strategies to improve engagement, retention, and ROI.Relationship Management
Serve as the primary point of contact for assigned accounts.Build trusted, long‑term relationships with stakeholders across Marketing, CRM, Loyalty, and Executive teams.Strategic Guidance
Provide best practices, playbooks, and use cases for loyalty program success, grounded in data and leading market standards.Translate data‑driven insights into clear recommendations for the client’s loyalty and customer engagement strategy.Program Governance
Lead and coordinate regular business reviews (e.g., QBRs) and status updates via calls, presentations, and onsite meetings.Align and coordinate internal resources (e.g., product, analytics, operations) to meet client objectives and SLAs.Growth & Retention
Identify opportunities for account expansion and cross‑sell Mastercard solutions where appropriate.Drive renewal readiness, ensuring high levels of customer satisfaction and relationship health.Internal Collaboration & Alignment
Work closely with internal product, analytics, and operations teams to address client feedback and prioritise roadmap items that enhance program performance.Ensure that client requirements and outcomes are clearly documented and communicated internally.KPIs
Achievement of client‑defined KPIs tied to engagement and retention on the loyalty / customer engagement platformRenewal targets met or exceeded across assigned accountsIncremental value generated from existing accounts (e.g., upsell, cross‑sell, increased platform usage)Measured client satisfaction and relationship health (e.g., survey feedback, stakeholder input)Adherence to SLAs and timely completion of agreed deliverables and governance forums (e.g., QBRs, status updates)Knowledge and Experience
5–8 years in customer success, account management, or consulting for enterprise SaaS solutionsExperience working on loyalty, CRM, marketing or customer engagement programsStrong exposure to commercial models and the ability to connect program performance to business outcomesProven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business valueExperience managing multiple client stakeholders (including Marketing, CRM, Loyalty and Executive teams)Familiarity with marketing technology or fintech ecosystems, including APIs, integrations, CRM, customer engagement and loyalty solutions, analytics tools, and customer data platformsHigh comfort in working with analytics dashboards, interpreting data, and turning insights into concrete actions and recommendationsMandatory Skills
Strong commercial acumen and ability to link loyalty program performance to financial and strategic outcomesAdvanced analytical and problem‑solving skills (both quantitative and qualitative)Excellent written and verbal communication, including the ability to prepare and deliver compelling presentationsStrong stakeholder management and relationship‑building skills across senior and cross‑functional teamsAbility to manage multiple priorities, projects, and stakeholders in a fast‑paced environmentCross‑functional leadership skills to align product, analytics, and operations around client objectivesHigh level of organization, discipline, and follow‑through for governance, QBRs, and action trackingEmpathy, active listening and a customer‑centric mindset#J-18808-Ljbffr
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