Manager - Digital Engagement & Gamification

Reporting to the Senior Manager - Digital Experience, the job holder is responsible for developing and implementing strategies that enhance user engagement and drive long-term loyalty of our digital banking platforms through gamification and lifestyle-focused initiatives. This position is crucial for creating interactive, rewarding and personalized experiences that align customers interests and behaviors thus driving user engagement, satisfaction, and loyalty. The incumbent will work closely with cross-functional teams to ensure that gamification elements, lifestyle programs and rewards align with the overarching business strategy.

Key Responsibilities; -

• Design and implement gamification strategies:Create and manage immersive digital experiences by incorporating gamification elements such as leaderboards, badges, challenges, and progress tracking systems, along with lifestyle strategies, to drive user engagement and encourage desired behaviors.
• Implement and manage loyalty and reward schemes:Develop, implement, and manage loyalty and reward systems, as well as lifestyle-focused programs, tailored to our customers' personal interests and financial goals to drive retention and user engagement with our digital products. Create and oversee personalized rewards and incentive schemes for customers, merchants, and partners, based on individual preferences to drive desired behaviors.
• Forge and manage strategic partnerships:Develop partnerships with key partners and gamification service providers to enhance the bank's lifestyle offerings and manage the creation of interactive experiences, challenges, and competitions that align with digital business growth goals and objectives and partner loyalty programs.
• Cross-functional collaboration: Working closely with departments to integrate loyalty programs and game mechanics into various aspects of digital products and platforms.
• Drive digital products adoption and engagement: Develop and execute strategies to encourage customers, merchants, and partners to adopt and engage on our digital platforms increasing activity and usage.
• Leverage data driven insights: Collect and analyze customer lifecycle data, program performance, and user feedback to monitor engagement and behavioral patterns. Use these insights to continuously optimize gamification strategies, lifestyle programs, and loyalty rewards, ensuring they remain user-centric, effective, and aligned with customer expectations to drive retention, engagement, and growth.
• Training and support:Providing guidance, training, and support to partners, and stakeholders on how to effectively utilize and participate in the loyalty and lifestyle programs within the KCB digital ecosystem including the mini-app programs.
• Monitoring industry trends:Staying informed about the latest trends and advancements in digital platforms, loyalty mechanisms, gamification, lifestyle -programs, and customer engagement to ensure the bank remains competitive and innovative. 
• Communicating results and progress: Report on the effectiveness and impact of digital gamification efforts and lifestyle initiatives using key performance indicators to key stakeholders, including management and partner program executives. 
• Ensuring compliance and ethics: Adhere to relevant regulations, policies, and ethical guidelines in the design and implementation of gamification strategies and lifestyle programs, particularly regarding data protection, data privacy and fairness.

The Person

For the above position, the successful applicant should have the following:

• Bachelor's degree.
• Professional qualification/Member of a Relevant Professional Body (CIM/Product management).
• Master’s degree in business administration (MBA)/Marketing/ Related Field is an added advantage.
• 5 years’ work experience in the same or related role, with at least: -

• 5 years’ experience in digital products & platforms.
• 3 years’ experience in merchant/partner management.
• 3 years’ experience in digital customer engagement
• 3 Years’ experience in loyalty and rewards programs.
• 3 years’ experience in gamifications engines.
• 3 years’ experience in fintech/ digital financial services.
• 4 years’ experience in customer lifecycle management is desired.
• 2 years’ experience in data analytics and business intelligence is desired
• 3 years’ experience in service design, user experience and customer journeys optimization.
• 2 years’ experience in digital marketing / product management.
• 4 years’ experience in driving revenue growth and commercial acumen is desired.

The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.

To be considered your application must be received by Friday 11^th October 2024.

Qualified candidates with a disability are encouraged to apply.

Only short-listed candidates will be contacted.