MANAGER, LOYALTY PROGRAMS

The Position

Reporting to Head, Product Innovations the job holder will manage the Enterprise wide loyalty program for customers across the Bank’s products and services whose focus will be to attract new customers, increase products penetration, customer engagement and retention.

Key Responsibilties

• Continuously developing the program design, customer journey, technology components, services and processes required to deliver strong consumer propositions.

• Define, implement and manage multi-channel loyalty scheme rewards and communications that drive customer engagement and sales revenue/margin.

• Working with the partner consultants and internal stakeholders to develop the business case, ROI forecasts and the key metrics to measure scheme success.

• Work with business development to identify partner opportunities, as required, to fill solution gaps and redemption programs opportunities.

• Manage 3rd party partnerships for blue & white label programs in order to deliver revenue and customer number targets.

• Ensure customer facing staff and all staff across all areas of business have access to appropriate training and information to be able to efficiently resolve all loyalty scheme customer queries.

• Delivering analysis and reports to demonstrate the effectiveness of loyalty communications including recommendations for future improvements and testing.

• Test and learn – put in place robust testing plans to continually optimize activity and demonstrate ROI.

• Manage the direct and cross functional teams working with the program to coach and inspire exceptional delivery.

The Person

• Must have Bachelor’s degree in Marketing from an institution recognized  by Commission for University Education

• Possession of Professional Qualification in Marketing and MBA will be an added advantage.

• Have at least 5 Years’ experience in marketing management position, 3 of which should be in management of loyalty program.

• 2 Years in product development

• Demonstrate excellent communication skills

• Excellent customer service and interpersonal skills

• Should have a thorough knowledge of Retail Banking Products, services and the financial services Industry.

The above position is demanding for which the bank will provide a competitive package for the successful candidates.  If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your current position, remuneration level e-mail and telephone contacts quoting the job title/reference in the subject field to recruitment@kcb.co.ke

To be considered your application must be received by Oct. 3, 2014.

Only short listed candidates will be contacted.

JOB REF: MKT07/2014