Program Specialist – Loyalty Programs (Kuala Lumpur, Malaysia)

Program Specialist – Loyalty Programs (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.

They are now looking for a Loyalty Program Specialist who will support the Loyalty Program Lead in managing and improving the company’s loyalty programs directed to our client’s most important clients and partners. This will mean setting up the structure, standards, platforms, and performance expectations of the function to drive continuous improvement of our  client’s processes, policies, and tools.

The successful candidate has knowledge of methodologies used in analysing customer feedback as well as the ability to design and drive improvements through cross-functional programs. Projects should be delivered within the required scope, timeline, and budget. The Loyalty Program Specialist will report to the Loyalty Programs Lead in Customer & IB Operations.

Overall success measurements:

• Project completion (% attainment by quarter)

• KPI improvements (via project iterations)

• Customer retention (Improve overall %)

• Premium customer satisfaction

• Other key Loyalty metrics

Responsibilities

• Actively implement and improve the company’s loyalty program activities

• Design, launch, and manage loyalty programs for our client’s most valued clients and partners

• Coordinate internal resources and third parties/vendors for the flawless execution of projects

• Ensure that all projects and activities are delivered on-time, within scope and within budget

• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility

• Ensure resource availability via capacity planning and proper allocation via skill sets and competencies

• Develop a detailed project plan to monitor and track progress on a standard platform and template for information

• Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques

• Measure project performance using appropriate tools and techniques, and maintain comprehensive project documentation

• Update and manage the relationship with all stakeholders

• Perform risk management to minimize project risks

Qualifications

• Knowledge in project and program management with a proven track record in successfully driving complex cross-functional projects (3+ years)

• Solid organizational skills including attention to detail and multitasking skills

• Experience setting up project tools, platforms, documentation templates, reporting business reviews, etc. for a large global team

• Project Management Certification is a huge plus but not absolutely necessary (Project Management Professional (PMP) / PRINCE II / LSS (DMAIC))

• Bachelor’s Degree or MBA in the appropriate field of study or equivalent work experience

• Experience creating cost models, developing and tracking budgets and financial performance