Customer Rewards Manager

About the role

As the Customer Rewards Manager at FNB, you will own the end‑to‑end rewards programme, shaping strategy, designing earn‑rules, and ensuring operational excellence. You will work closely with product, marketing and merchant partners to drive market share, retention and transactional behaviour.

Key responsibilities

• Design, implement and continuously improve the rewards roadmap, annual earn‑rule changes and programme economics.
• Deliver rewards initiatives on time and within budget, managing calculations, payouts, and dispute resolution.
• Increase customer participation and measure impact on retention, engagement and transaction volume.
• Analyse behavioural and financial data to optimise ROI and inform innovation.
• Coordinate cross‑channel execution and manage external merchant relationships, including onboarding and commercial negotiations.
• Ensure compliance with regulatory, governance and data‑privacy standards, and remediate control findings.
• Provide regular performance reports and insights to senior stakeholders.
• Identify risks related to rewards design and execution and propose mitigation strategies.

Required profile

• Degree in Marketing, Business Management, Commerce or a related field.
• 5–8 years of experience in customer value management, loyalty or rewards programmes.
• Proven track record of leading complex, cross‑functional projects.
• Strong analytical mindset with experience in performance measurement and ROI analysis.

Required skills

• Strategic programme design and implementation.
• Data analysis and reporting.
• Commercial negotiation and partner management.
• Regulatory and governance compliance.