Loyalty Operations Manager

Job Title: Loyalty Operations Manager

Term: 12 months- renewable

Location: Muscat, Oman

Division: Customer Experience/ Loyalty Operations

Reports to: Head of Loyalty Operations

Relevant experience: 4-7 years in loyalty operations, customer experience, or service delivery within consumer facing industries.

Mandatory requirements:

• Hands on experience supporting or running consumer loyalty program operations
• Direct exposure to earn/burn mechanics, expiry, tiers, rewards, campaigns, and exception handling
• Proven experience owning or supporting operational SOPs, including dispute handling, service recovery, ad escalation processes.
• Strong background in operations, customer experience, or service delivery within a consumer business
• Experience training frontline and support teams and supporting operational change during launches or revamps
• English Language (Arabic is a plus)
• Immediately Available

Purpose of Project

You will play a critical role in ensuring the successful launch, operational readiness, and ongoing performance of a large-scale customer loyalty program across digital and assisted channels. This role focuses on translating loyalty design into seamless day-to-day operations, enabling frontline teams, and ensuring consistent, high quality customer experiences. As a key operational owner, you will drive process excellence, resolve real-time issues, and continuously improve program execution- providing a strong platform for customer engagement, retention, and long-term value creation.

Key Activities:

• Operational readiness and validation (30%)- Validate loyalty program rules, including earn/burn, expiry, and exception handling, to ensure operational feasibility across all channels
• Go-live and stabilisation support (25%)- Support launch activities, hypercare, reconciliation, and post-launch stabilisation.
• Training and enablement (15%)- Co-develop and deliver role-based training and ensure effective rollout to frontline and support teams.
• Day-to-day operations support (20%)- Manage ongoing loyalty operations, including offer updates, partner changes, and rule clarifications.
• Stakeholder coordination (10%)- Collaborate with cross-functional teams to resolve operational issues impacting customer experience.

Knowledge and Experience

• Deep understanding of loyalty program operations, including earn/burn logic, rewards, and partner models
• Experience in consumer-facing industries (telecommunications, banking, or retail preferred)
• Familiarity with CRM systems, loyalty platforms, and rules-based engines.
• Strong Operational excellence mindset, including SOP design, process optimisation, and risk control.