Loyalty Program Manager / Customer Success Manager

About the job

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 platforms. Experience with loyalty platforms and customer engagement programs.

Mandatory requirements

Experience with loyalty program design and optimization
Immediately available
Familiarity and hands-on experience with loyalty platform tools

Purpose 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 / Customer Success Manager 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 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 prioritize roadmap items that enhance program performance. Ensure that client requirements and outcomes are clearly documented and communicated internally.

Key performance indicators (KPIs)

Achievement of client-defined KPIs tied to engagement and retention on the loyalty / customer engagement platform
Renewal targets met or exceeded across assigned accounts
Incremental 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 solutions
Experience working on loyalty, CRM, marketing, or customer engagement programs
Strong exposure to commercial models and the ability to connect program performance to business outcomes
Proven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business value
Experience 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 platforms
High comfort in working with analytics dashboards, interpreting data, and turning insights into concrete actions and recommendations

Mandatory skills

Strong commercial acumen and ability to link loyalty program performance to financial and strategic outcomes
Advanced analytical and problem-solving skills (both quantitative and qualitative)
Excellent written and verbal communication, including the ability to prepare and deliver compelling presentations
Strong stakeholder management and relationship-building skills across senior and cross-functional teams
Ability to manage multiple priorities, projects, and stakeholders in a fast-paced environment
Cross-functional leadership skills to align product, analytics, and operations around client objectives
High level of organization, discipline, and follow-through for governance, QBRs, and action tracking
Empathy, active listening, and a customer-centric mindset

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