Description
Job Purpose :
Design and govern customer loyalty systems and behavioural incentives that drive retention, engagement, and lifetime value across the prepaid and postpaid portfolio.
Main Responsibilities
- Design and govern loyalty frameworks, including points systems, tiering, and referral mechanics, with clear rules and policies.
- Develop behavioural incentive strategies to increase retention, drive higher spend, and encourage long-term customer engagement.
- Embed loyalty mechanics into core products, add-ons, and bundles in collaboration with Product Owners.
- Ensure consistency and standardisation of loyalty application across prepaid and postpaid portfolios.
- Ensure seamless end-to-end customer experience across earning and redemption journeys, in collaboration with CX and digital teams.
- Monitor and optimise loyalty performance, cost, and ROI to ensure sustainable business impact.
- Develop and execute engagement initiatives (e.g. gamification, challenges, campaigns) to drive active participation.
- Lead innovation and continuous improvement of loyalty programs through testing, learning, and scaling successful initiatives.
Employment Status: Permanent
