Skip to main content

Loyalty Operation Manager

Experience: 8-9
Posted: 25 Apr,2022
Location: United Arab Emirates

Loyalty Operation Manager

Work location : Dubai


Job Purpose:
  • The role is responsible for providing support to the customer experience platforms and CX driven marketing activities. Conduct the production support sprints, manage the bugs, requests, enhancements, and upgrade in technology issues with 3rd party vendors.
  • This role would be required to occasionally execute project deliveries on various CX initiatives across the group and assist in the implementation and post implementation support including customized developments for Client. 


Role & Responsibilities:
  • Design, develop, build & operate custom CX initiatives 
  • Design & Support Customer Feedback management initiatives, and administers the EFM platforms deployed in client.
  • Identify leading CX trends and initiatives and build use cases that can maintain the competitive edge of client entities with their consumers
  • Create and develop long term relationships with all client CX leads, engage proactively, and support the CX initiatives of the various stakeholders across the various CX platforms deployed in client.
  • Report the current status of the product strategy and needs requested by each department which will support the project/business strategy.
  • Design & Support Customer Feedback management initiatives, and administers the EFM platforms deployed in client
  • Identify leading CX trends and initiatives and build use cases that can maintain the competitive edge of client entities with their consumers
  • Create and develop long term relationships with all client CX leads, engage proactively, and support the CX initiatives of the various stakeholders across the various CX platforms deployed in client.
  • Report the current status of the product strategy and needs requested by each department which will support the project/business strategy.
  • Demonstrate expertise to deliver functional and technical solutions on customer engagements 
  • Act as the team lead on projects, providing coaching, guidance, and feedback to develop skills of team members 
  • Lead the solution design and implementation aspects of engagement(s) ensuring high quality, integrated Cloud solutions within constraints of time and budget
  • Be a champion and advocate of data visualization and analytics, work across various data analytics and engineering teams in unifying the various data islands across client, enabling a true 360-degree consumer journey mapping
  • Design & build the appropriate services that enables the collection and analysis of various data relevant to client consumer journey
  • coach and develop individuals and teams to ensure smooth day-to-day operations while facilitating teamwork Identify potential risks in projects and mitigate them in coordination with Project Managers and Management 
  • Conduct requirements gathering, fit gap analysis, data mapping, process mapping, solution design and validation 
  • Manage and Support client SHARE Tech Operations
  • Responsible for Level 1 and Level 2 teams 
  • Responsible for overall smooth functioning of SHARE in Production and all SHARE related projects
  • Liaise with all Product Managers across all BUs to ensure Good customer experience is maintained for SHARE by ensuring stories are taken into their respective Sprint Cycles.
  • Fix the SHARE pain points and work on improvements from other BUs 
  • Ensure Transparency and Updates of Production Issues to senior management of SHARE and respective L3
  • Maintain the Production Support Dashboard for clear visibility to all Stakeholders
  • Help set up processes for smooth functioning of SHARE Loyalty
  • Analyze and escalate Gaps in overall processes across SHARE to get to closure 
  • Responsible for Knowledge Base and Problem Management for SHARE
  • 1st Level Approver for all SHARE related changes that go into production
  • Lead PIR Meetings and bring issues and problems to closure, backup as Change Manager wherever required


Technical Skills and Experience required:
  • Identify and address process issues, analyze data to predict release risks, and can clearly communicate requirements and status at all levels.
  • Experience in Configuration/Release management.
  • Experience working in CD/CI environment.
  • Strong experience with SCM, CI and CD workflows and tools (Git, Jenkins).
  • Hands-on technical experience working with GitHub/Jenkins and experience deploying applications using Git.
  • Strong experience automating Agile SDLC workflows, including branching / merging, tags, pull requests, release management, and continuous integration builds with automated tests.
  • Strong problem-solving and technical skills.
  • Advanced knowledge of software development lifecycle.
  • Ability to coordinate cross-functional work teams toward task completion.
  • Good experience in ITIL Release Management, Change Management, Problem Management along with Configuration Management and SDLC.
  • Learn and Upskill yourself and team with new technologies, hold responsibility and ownership for the technology platforms and its administration.
  • Certification in ITIL, COBIT or relevant practices is preferred.


Qualifications:

  • Bachelors / Master’s Degree or the equivalent in Computer Engineering, computer Science or a related field




Required Skills

Skill
Years
Months
Design
8
0
SCM- Supply Chain Management
8
0
Configuration Management
8
0
ITIL Release Management
8
0
Change Management
8
0
Problem Management
8
0
SDLC
8
0
CD/CI environment
8
0
GitHub
8
0
Jenkins
8
0