Career Center

The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

Develop, implement and own Ooredoo Kuwait loyalty program strategy, plans and initiatives to protect customer base revenue. Manage complete loyalty program value chain by using loyalty platform, analytics models and channels to increase loyalty of Ooredoo customers. Focus on loyalty program member’s engagement to prevent customers from churn and contribute to the customer base revenue.

Be the owner of loyalty program platform, channels (traditional and digital), partners and campaigns. Drive development of loyalty program platform by ensuring the state of the art capabilities. Act as budget owner for the post-paid base ARPU and CVM OPEX costs.

Build and manage the comprehensive partner base to increase the attractiveness of the campaigns – earn and burn.

Enhance loyalty campaigns reach and conversion by using existing and developing new channels. Maximize the effectiveness of each channel with productivity increase and cost optimisation efforts.

Key Activities

• Plan and execute the Ooredoo Kuwait Loyalty program strategy (prepaid and postpaid) according to the company’s & individual segments objectives.

• Be a lead contributor to help elaborate on Ooredoo Kuwait loyalty strategy - ensure leveraged efforts across the company.

• Work with Senior Director Postpaid and Lead the Loyalty program  budgeting, business & roadmap planning

• Be product owner for Loyalty products throughout the life cycle.

• Conduct multi-year loyalty program planning to determine product life-cycle decisions, ensure consistency with overall marketing and corporate strategy.

• Full P&L ownership of loyalty program.

• Initiate customer insight and market research for loyalty program to support business decisions.

• Lead requirements; build the brief for the Market Research projects.

• Market Analysis: assess market and customer dynamics and incorporate into loyalty program.

• Define loyalty program value proposition, based on customer feedback and market data.

• Align with cross-functional leadership to leverage key initiatives inside the loyalty program in other areas of the business that could enhance the overall loyalty from Ooredoo customers.

• Design, implement and execute rewards/loyalty campaigns and offers.

• Ensure that the Loyalty program roadmap is developed, reviewed and maintained on a regular level.

• Lead cross-business loyalty/rewards efforts to increase Program penetration, user spend/ redemptions, experience and engagement with Ooredoo Kuwait products and services, and help reduce churn & increase recommendations.

• Rollout the various Loyalty activities and generate new ideas for inclusion.

• Design, implement and execute rewards/loyalty campaigns and offers.

• Deliver an integrated online and offline experience to drive ease of use for Loyalty Program members to increase loyalty. Ensure that all means of communication are utilized, like Portal, Apps, and IVR etc.

• Prepare the documentation relating to the regulations, value propositions, and rules of the Loyalty Program as per the changing business climate.

• Liaise and coordinate with the Sales, Customer Care and Technology teams (among others) for the execution of the Loyalty Program.

• Act as Project Manager for the on-going implementation of enhancement and improvement of Loyalty system with Commercial Board, TPMO and stakeholders.

• Create strategy to onboard relevant partners that will build value for the loyalty program and help build Ooredoo brand perception on the market.

• Enrich the portfolio of partners on loyalty program with aim to increase the retention and revenue from the base.

• Manage the Internal and external relationships relevant to Loyalty Program partners.

• Set the pricing strategy along with the Pricing team and positioning for the Loyalty program.

• Drive revenue from the loyalty program by executing campaigns to drive engagement of the members.

• Minimize the costs of the loyalty program by effective negotiating with the earn and burn members.

• Responsible for setting up the budget workings of the Loyalty Program for the Annual Operating plan.

• Responsible that the activities undertaken are within the budgeted value of spend as per the Annual Operating Plan.

• Coordinate with PD team feature upgrades, change requests on the LMS platform based on approved strategy and roadmap.

• Lead and execute Engagement Documents (ED) for new loyalty program features.

• Approve Product Description Documents (PDD) for the Product Development team for technical implementation.

• Assist in technical implementation as required by the leading PD team.

• Approve RFBT and TRFS for new product launches.

• Coordinate with all relevant departments on launching new loyalty related products.

• Lead quality and business analysis to set targets for a new and existing loyalty program related activities.

• Work cross-functionally to ensure that all loyalty program touch points are optimized across channels (Online, Care, Retail, and Field).

• Perform regular analysis of loyalty program performance and take corrective actions.

• Monitor and report loyalty program KPIs and status against targets and budget.

• Perform competitive analysis to evaluate loyalty program capabilities, pricing, promotion, distribution; analyse how these impact market share. Recommend and implement changes required to be competitive.

• Rationalize solution offerings by performing map/gap analysis against current offering and market opportunities.

• Establish requirements to effectively manage and track to a plan of record, including total sales, revenue, churn and contribution.

• Lead the team of outsourced resource in day-to-day business related to the loyalty program.

• Ensure the outsource team is guided by the Ooredoo loyalty strategy, roadmap and KPIs.

• Foster strong relationships with internal and external resources. Engage with different functional teams and business units (in order to drive business success and optimization.

• Attend Operations and Marketing division meetings as required.

• Proactively take responsibility for self-improvement by staying well informed of developments, knowledge and innovations in relevant field of expertise.

• Attend Training Programs, Courses, and Seminars, conferences, vendor meetings, User Groups and presentations to be ready with the latest business ideas. 

• Other duties as reporting directed by the line manager or other top management members.

Qualifications

• Bachelor's degree in business, Marketing, engineering or a related discipline from a recognized institution.

• MBA is an advantage.

• Project Management certification is an advantage.

Other Information

• Required 7-8 years of experience in a similar environment (consumer service industry).

• Minimum 5 years in loyalty program management with proven record of accomplishments.

• Knowledge of loyalty platform logics, capabilities and new trends.

• Creative and Analytical mind with desire to grow business.

• Experience in managing, driving & leading multifunction teams.

• Ability to do multitasking and work under tight schedules.

• Strong knowledge of local market conditions and potential target market/customers will be advantage.

• Ready to go extra mile to get things done.

• Fluent verbal/written communication in English. Arabic an advantage.

• Good knowledge of MS Office applications like Power point, Excel, Word etcStrong analytical skills & project management Skills.

• Knowledge of the GSM, LTE & emerging mobile services and products and overall knowledge of Product Life Cycles

• Presentation skills.

• Communication skills.

• MS Office

• Demonstrated acumen in understanding the industry and its trends.

• Knowledge of telecommunications products and services.