Customer Rewards Manager

Overview

Join FNB Namibia as a Customer Rewards Manager, where you will spearhead the management, innovation, and implementation of customer rewards programs designed to boost market share, client loyalty, transactional behavior, and differentiate the market offering. FNB is committed to supporting human greatness through help, cultivating a curious and inclusive environment that promotes effective change through collaboration with diverse experts.

Key Responsibilities

• Take full ownership of the customer rewards program end-to-end including strategy creation, implementation, managing the rewards roadmap, annual updates to earning rules, economics, and operational performance to meet targets for market share, customer retention, and value.
• Execute approved rewards initiatives within specified deadlines and budgets for all campaign cycles, ensuring accurate and timely calculations and payouts, prompt resolution of customer disputes and queries, and adherence to solid operational controls.
• Enhance customer participation in rewards initiatives aiming at meeting predetermined performance goals.
• Drive measurable growth in customer retention, engagement, and transactional activity through relevant rewards interventions.
• Analyze customer behaviors, value metrics, and rewards performance data, including engagement and redemption rates, retention, card usage, migration to cashless payments, reward costs, and ROI to guide program improvement and innovation.
• Ensure rewards offerings are competitive, differentiated and tailored to specific customer segments.
• Coordinate rewards execution seamlessly across multiple channels, franchises, and products to deliver consistent customer experiences; manage relationships with external merchants and service providers including vendor selection, onboarding, offer management, contractual negotiations, and performance monitoring.
• Maintain compliance with Treat the Customer Fairly principles, all relevant regulatory, governance, audit, and data privacy standards; assist with remediation efforts related to control shortfalls.
• Prepare prompt, accurate performance reports and insights for senior leadership to support informed decision-making.
• Identify, evaluate, and mitigate risks pertaining to rewards design, delivery, and customer impact.
• Conduct ongoing reviews of rewards effectiveness, proposing innovation and improvements supported by comprehensive annual strategic evaluations.

Ideal Candidate Profile

• Possesses a degree in Marketing, Business Management, Commerce, or a related discipline.
• Has between 5 and 8 years of experience in customer value management, rewards, loyalty programs, marketing, or customer experience environments, including managing loyalty or rewards initiatives and leading complex cross-functional projects.
• Skilled in performance measurement and ROI analysis.
• Proficient in writing reports and delivering presentations to executives.
• Familiar with CRM systems, rewards platform operations, and data analytics tools.
• Exhibits strong strategic and analytical thinking capabilities.
• Demonstrates innovation and solution-focused approaches.
• Adept at influencing stakeholders and collaborating across teams.

Benefits and Opportunities

• Access to networking and collaborative opportunities.
• Engagement in challenging and impactful work.
• Scope to innovate within the role.

Our Values and Culture

• Commitment to ethical conduct and transparency both internally and externally.
• A culture of curiosity valuing insights and creativity to unlock new value.
• Empowerment to take initiative and lead independently.
• Valuing diversity through inclusivity, humility, respect, and graciousness.
• Fostering trust with a collaborative culture geared towards shared success.
• Encouragement to be courageous by constructively challenging and speaking up for continuous improvement.

Additional Information

Applications must be submitted before the closing date of September 17, 2026. The hiring process aligns with FirstRand Group’s Employment Equity policies and encourages applications from individuals with disabilities; disclosure of disability status is voluntary and confidential.