Loyalty and Payment Solutions Manager

Overview

This role involves developing and executing customer-centric loyalty programs and payment solutions aimed at increasing customer engagement, retention, payment adoption, and overall business growth. The manager will ensure robust partnerships, technology infrastructure, and cross-functional collaboration to deliver smooth customer experiences and operational effectiveness.

Scope and Impact

• Manage a loyalty program spanning Fuel, Lubricants, LPG, Card & Rewards, and other authorized customer propositions.
• Drive growth and marketing of payment options across banks, telecoms, cash, and other approved channels.
• Focus on commercial outcomes including customer acquisition and retention, loyalty engagement, payment adoption, transaction volume increase, and enhanced customer experience.
• Handle program budgets, ROI monitoring, vendor expenses, and partnership agreements.
• Coordinate with internal teams, banks, telecom operators, payment providers, vendors, marketing agencies, and site personnel.
• Monitor key metrics such as loyalty enrollments, active user rates, repeat purchases, transaction volumes, payment adoption rates, return on investment, partner performance, and overall customer satisfaction.

Key Responsibilities

• Design innovative loyalty programs aligned with company strategic goals across all sub-brands.
• Develop business cases using data analysis to estimate ROI, customer engagement, and long-term benefits.
• Keep the customer value proposition competitive by benchmarking market trends and customer expectations.
• Utilize customer segmentation and analytics to customize loyalty offerings for various segments, optimizing retention and new acquisitions.
• Manage loyalty platform procurement including vendor assessment, contract negotiation, and supplier oversight to ensure best solutions.
• Bring technology adoption for scalable program growth by collaborating with Marketing, Sales, IT, and Finance teams.
• Lead change management and staff training to ensure smooth implementation and management of loyalty initiatives.
• Evaluate program performance regularly, identify gaps, and apply improvements to boost customer satisfaction and efficiency.
• Report performance and insights to senior leadership, recommending strategic adjustments and future program enhancements.
• Oversee payment solutions strategy focused on bank, telecom, and cash channels, adapting plans according to market dynamics and technologies.
• Strengthen mobile financial services, particularly mobile money, through a structured growth plan with clear targets.
• Maintain strategic partnerships with financial and telecom entities to deliver innovative and streamlined payment options.
• Lead negotiation efforts to secure favorable terms with payment partners ensuring cost-effectiveness.
• Coordinate with internal and external stakeholders to guarantee efficient payment operations and achievement of business goals.
• Ensure compliance with Service Level Agreements established with partners regarding marketing and payment processes.
• Drive customer acquisition by creating appealing commercial offers across payment channels and integrating payment systems with loyalty programs for seamless customer journeys.
• Manage the entire lifecycle of loyalty and payment projects including planning, scope definition, delivery, and budget adherence.
• Identify and address project risks, ensuring all deliverables meet quality and performance standards.
• Promote active stakeholder engagement during change management phases.
• Monitor and optimize program performance continuously using KPIs and customer behavior analytics.
• Provide leadership with detailed performance reports and strategic recommendations to inform decision-making.

Qualifications and Experience

• Bachelor’s degree in Marketing, Business Administration, Commerce, Finance, or related disciplines.
• Postgraduate qualification in Marketing, Strategy, Business Management, or certifications in Project Management, Digital Marketing, or CRM are advantageous.
• At least 7 years of progressive experience in marketing, loyalty program management, or financial services with minimum 3 years in a mid-management capacity.
• Proven experience in designing and managing customer loyalty programs.
• Hands-on background in payment solutions or digital financial services including mobile money and banking partnerships.
• Demonstrated ability in steering cross-functional projects from start to finish, including handling budgets and vendor relationships.
• Proficiency in leveraging data analytics tools to translate customer insights into program enhancements.
• Experience managing partnerships with banks, telecom operators, or payment service providers.
• Exposure to digital transformation projects, CRM and loyalty technology platforms, and mobile financial services.

Additional Information

Application deadline is 8th September 2026.