Customer Success Manager – Qatar

The Customer Success Manager will manage the direction, implementation, and achievement of business strategies and objectives for designated clients. This includes growing existing business and identifying new opportunities, particularly through introducing and implementing new products and services. Additionally, this role will play a critical part in establishing and managing partnerships that support Giift’s business objectives and brand positioning.

Responsibilities

Strategic Planning

• Contribute to developing business strategies to drive growth in designated areas.
• Identify P&L opportunities for each client to optimize business impact.
• Ensure the development of operational plans for each client, with clear goals, tactics, and actions.
• Confirm that marketing plans are set at least three months in advance, with adequate justification for Giift resources.
• Monitor developments in banking, cards, and loyalty industries to anticipate trends impacting Giift’s current and potential business opportunities.
• Analyze competitor strategies, propose responses, and maintain competitive advantage.

Business Development & Relationship Management

• Establish, develop, and manage relationships with designated clients and relevant third parties, such as IT service providers and card processors.
• Drive KPIs for client revenue generation, taking responsibility for identifying business development opportunities.
• Ensure effective communication on progress toward targets with both Giift’s internal teams and clients.
• Cultivate relationships with senior management and decision-makers within designated clients, presenting strategic ideas to align with their business needs.
• Represent Giift as the main point of contact for high-quality support on products, platforms, and loyalty management consulting.

Partnership Management

• Develop and implement sourcing and procurement strategies that align with corporate and client goals.
• Manage client and vendor relationships to build the brand and expand business influence.
• Champion new initiatives to strengthen partnerships and drive joint growth with strategic alliances.
• Proactively address issues, communicate needs, and promote synergy with partners to maximize outcomes.
• Identify and pursue new partnership opportunities, expanding distribution channels and promoting the monetization of partner-driven growth.
• Analyze and report on partnership performance, including key metrics, forecasting strategic changes to optimize impact.

Public Relations

• Represent Giift at conferences, business meetings, and public engagements to shape the brand’s perception and strengthen its presence in the loyalty industry.

General

• Complete ad hoc projects, research work, and other initiatives as directed by senior management.

Management Accountability & Scope

• Play a key role in establishing Giift’s strategic position within the loyalty industry.
• Develop account strategies to increase revenue from current accounts and acquire new business.
• Ensure alignment of business plans with other Giift functional areas, such as IT and partnerships.
• Lead day-to-day client relationship management, focusing on loyalty program support and service delivery.
• Assist in launching and expanding products within existing and new accounts.

Decision Making & Complexity

• Influence sales and related activities within assigned regions or client groups.
• Operate independently in complex environments, making recommendations on client commercial agreements and strategic initiatives.
• Justify investment decisions with individual business cases for senior management approval.
• Display strong interpersonal skills to manage ongoing needs in a multi-location organization.

Qualifications

• Bachelor’s degree in business or a related field; an MBA is preferred. Job

Requirements

• Experience in the Banking/Financial Services sector is a must with exposure to loyalty management.
• Proven experience in sales and negotiation.
• Strong knowledge of banking/card operations, products, services, and business processes.
• Ability to engage with senior figures in client organizations, delivering strategic insight and innovative solutions.
• Excellent communication, interpersonal, and collaboration skills.
• Strong self-management skills, demonstrating drive and energy.
• Multicultural sensitivity and ability to work effectively within international teams.
• Ability to travel frequently.

Key Competencies

• Superior negotiation and relationship management skills.
• Strategic planning and creative problem-solving abilities.
• Ability to work with cross-functional teams and manage client sales.
• Strong project management, communication, and leadership skills.
• Self-directed, motivated, and capable of working with minimal oversight.
• Analytical and innovative mindset for issue management and strategic development