Loyalty Operations Specialist

Galadari Brothers; United Arab Emirates; On-site; AED 60,000 - 80,000; Full time

Job summary

A major business conglomerate in the UAE is seeking a professional to manage vendor relationships and oversee loyalty program operations. Responsibilities include coordinating product updates, monitoring vendor performance, and ensuring operational excellence across digital products. Ideal candidates will hold a Bachelor’s degree and have 2-4 years of relevant experience in vendor management or product operations. Strong project management and communication skills are essential for success in this role.

Qualifications

• 2-4 years of experience in vendor management or product operations within loyalty programs.
• Experience with creating detailed digital product documentations.
• Proven ability to handle multiple tasks simultaneously.

Responsibilities

• Assist in the management of vendor relationships and product deliverables.
• Coordinate and execute product updates based on business needs.
• Support day-to-day vendor operations with timely resolution of issues.
• Manage end-to-end User Acceptance Testing for the LMS and connected applications.

Skills

Vendor relationship management

Project management

Communication skills

Analytical skills

CRM systems management

Agile methodologies

Proficient with JIRA

Education

Bachelor’s degree in Business Management, Marketing, IT, or a related field

Job description

Responsibilities

• Assist in the management of vendor relationships, ensuring that service levels and product deliverables meet established standards.
• Coordinate and execute product updates, configurations, and enhancements based on business and member needs.
• Work with internal stakeholders to identify opportunities for process improvements and product innovations that enhance the loyalty program experience.

System Configuration and Support

• Oversee configuration of loyalty platforms, including vendor integration, data management, and platform enhancements.
• Collaborate with IT and vendor teams to ensure system stability, timely updates, and effective rollouts of new features and configurations.
• Monitor the performance of vendor operations, identifying and addressing issues promptly to minimize disruptions.

Operational Excellence

• Support day-to-day vendor operations, ensuring smooth communication, timely resolution of issues, and adherence to service level agreements (SLAs).
• Implement and optimize operational processes that align with the loyalty program’s strategic goals and enhance member experiences.
• Assist in maintaining accurate and up-to-date documentation related to product changes, system configurations, and vendor contracts.
• Work on managing the LMS backend tool

Collaboration and Communication

• Work with marketing, data analytics, and customer service teams to ensure cohesive product and vendor strategies that drive member engagement and satisfaction.
• Provide regular updates to the Loyalty Product Experience Assistant Manager on vendor performance, product enhancements, and member feedback.
• Contribute to cross-functional initiatives and projects that support the overall loyalty strategy and goals.
• Manage all requirement documentations to ensure all features are developed and maintained as desired by the respective vendors
• Coordinate between various vendors and stakeholders across divisions to ensure proper functioning and maintenance of digital products and seamless customer experience
• Manage end to end User Acceptance Testing for all front end and backend features of the LMS and all dependent / connected mobile applications to ensure smooth user experience. Including creation of test cases and documentation of testing activity and bugs resolution with respective vendors
• Use agile project management and product development approach for all digital experience products

Education & Work Experience

• Bachelor’s degree in Business Management, Marketing, IT, or a related field.
  2-4 years of experience in vendor management, product operations, or a related role within loyalty programs, customer engagement, or technology environments.
• Experience with creating detailed digital product documentations including BRDs, FSDs etc.

Skills & Personal Attributes

• Strong organizational and project management skills with the ability to handle multiple tasks simultaneously.
• Excellent requirement documentation and product solutioning skills
• Excellent communication and problem-solving abilities, with a focus on vendor relationship management and operational execution.
• Proficiency in managing loyalty platforms and CRM systems, with technical aptitude for system configuration and data management.
• Analytical skills with a detail-oriented approach to identifying trends, process improvements, and performance optimization.
• Collaborative team player with a proactive mindset to drive continuous improvement and innovation.
• Proficient with JIRA or other project management tools

About Us

One of the largest business conglomerates in the UAE, the Galadari Brothers Group is driven by ambition, values and boundless experience, engaging in new ventures and maintaining its position as a significant business market player that channels over 40 world-renowned brands and over 5,500 employees from 30 different nationalities. For more than 50 years, Galadari Brothers Group has been leading business sectors such as Heavy Equipment, Automobiles, Food & Beverages, Media, Industrial Construction, Real Estate and Hospitality & Travel.

About the Team

Galadari Brothers Corporate office operates as the central hub for all executive decision making and facilitation to its subsidiary companies. It helps in driving both strategic and tactical objectives for the Group and provides a Centre of Excellence (COE) perspective to the stakeholders. It works closely with the Business Unit leadership and assists in business continuity and expansion activities, required for our sustained growth. It is currently headquartered in Dubai, UAE and is the liaison point for its worldwide presence.