About the Role
This role is essential to leading post-sale customer success delivery for a regional portfolio of issuers, merchants, and partners in the West Arabia and Africa Division. The Director will be accountable for helping customers achieve measurable business outcomes through loyalty, rewards, and customer engagement solutions, driving platform adoption, customer value, and long-term growth. This individual will manage a team supporting Rewards, Offers, and program operations and implementations, ensuring high delivery quality and operational excellence across diverse markets. Collaboration with Sales, Product, and Delivery teams will be crucial to influence key commercial and customer KPIs, including renewals, retention, ARR expansion, and NPS, while fostering senior client relationships to maintain progress, mitigate risks, and uncover new value opportunities.
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Role-Key Responsibilities
- Drive Regional Adoption & Value:
Define and execute customer success plans regionally to enhance engagement, retention, and program performance. Monitor KPIs and trends, coaching team members to provide insights and recommendations to clients.
- Relationship Management:
Act as a senior contact for key accounts and serve as an account sponsor for select strategic clients. Develop trusted relationships with stakeholders across various teams to ensure alignment on objectives and value realization.
- Strategic Guidance:
Supply thought leadership and data-driven insights to enhance client program roadmaps and share regional best practices. Create feedback loops to convey market insights to Product, Sales, and Delivery teams for improved offerings.
- Program Governance:
Establish and manage portfolio governance, including business reviews, performance reporting, and customer health/risk management processes. Promote consistent, data-driven approaches to value tracking and issue resolution.
- Growth & Retention:
Drive upselling, renewal readiness, and retention outcomes across the portfolio. Collaborate with Sales and Account Management on renewals and expansion opportunities. Aid in forecasting and pipeline health through early identification of risks and value stories.
- Leadership & Development:
Guide and enhance a high-performing regional team through regular one-on-ones, coaching, and timely feedback. Set clear goals, create development opportunities, and uphold consistent delivery standards.
About You
- Experience:
- 8–10+ years in customer success, account management, program management, or enterprise SaaS consulting
- Strong background in loyalty, CRM, marketing, or customer engagement programs, or related fintech solutions
- Proven record of achieving renewal targets, driving incremental value, and maintaining long-term contracts
- Experience overseeing or collaborating with operations or delivery functions in a complex cross-functional environment
- Skills:
- Strong commercial acumen, linking loyalty program success to financial and business outcomes
- Excellent communication and presentation skills at the executive level
- Highly analytical, using data effectively to inform strategies and recommendations
- Proven people leadership skills, especially influencing managers or senior contributors in a matrixed environment
- Technical Knowledge:
- Familiarity with loyalty platforms, rewards ecosystems, CRM tools, and marketing/financial technologies (APIs, integrations, etc.)
- High comfort level working with analytics dashboards and translating insights into actionable strategies
- Attributes:
- Empathy to understand customer goals and needs
- Strategic, proactive, and results-oriented
Preferred Qualifications
- Experience with loyalty program design and optimization.
- Knowledge of data-driven marketing strategies.
- Familiarity with tools such as Salesforce, loyalty platforms, and analytics solutions.
Corporate Security Responsibility
All activities involving access to the organization's assets, information, and networks come with inherent risks; therefore, every individual working for or on behalf of the organization is expected to uphold information security responsibilities, which include:
- Abiding by the organization’s security policies and practices;
- Ensuring confidentiality and integrity of information accessed;
- Reporting any suspected information security violations or breaches;
- Completing all mandatory security training as per guidelines.
