Loyalty Operations Manager

Job Title: Loyalty Operations Manager

Term: 12 months- renewable

Location: Muscat, Oman

Division: Customer Experience/ Loyalty Operations

Reports to: Head of Loyalty Operations

Relevant experience: 4-7 years in loyalty operations, customer experience, or service delivery within consumer facing industries.

Mandatory requirements: 

1. Hands on experience supporting or running consumer loyalty program operations
2. Direct exposure to earn/burn mechanics, expiry, tiers, rewards, campaigns, and exception handling
3. Proven experience owning or supporting operational SOPs, including dispute handling, service recovery, ad escalation processes.
4. Strong background in operations, customer experience, or service delivery within a consumer business
5. Experience training frontline and support teams and supporting operational change during launches or revamps
6. English Language (Arabic is a plus)
7. Immediately Available

Purpose of Project

You will play a critical role in ensuring the successful launch, operational readiness, and ongoing performance of a large-scale customer loyalty program across digital and assisted channels. This role focuses on translating loyalty design into seamless day-to-day operations, enabling frontline teams, and ensuring consistent, high quality customer experiences. As a key operational owner, you will drive process excellence, resolve real-time issues, and continuously improve program execution- providing a strong platform for customer engagement, retention, and long-term value creation. 

Key Activities: 

• Operational readiness and validation (30%)- Validate loyalty program rules, including earn/burn, expiry, and exception handling, to ensure operational feasibility across all channels
• Go-live and stabilisation support (25%)- Support launch activities, hypercare, reconciliation, and post-launch stabilisation. 
• Training and enablement (15%)- Co-develop and deliver role-based training and ensure effective rollout to frontline and support teams. 
• Day-to-day operations support (20%)- Manage ongoing loyalty operations, including offer updates, partner changes, and rule clarifications. 
• Stakeholder coordination (10%)- Collaborate with cross-functional teams to resolve operational issues impacting customer experience. 

Knowledge and Experience

1. Deep understanding of loyalty program operations, including earn/burn logic, rewards, and partner models
2. Experience in consumer-facing industries (telecommunications, banking, or retail preferred)
3. Familiarity with CRM systems, loyalty platforms, and rules-based engines. 
4. Strong Operational excellence mindset, including SOP design, process optimisation, and risk control.