Job Description

About Accenture: 

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com. 

 

About Capability Network: 

Part of Strategy & Consulting, the Capability Network is a global distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Approximately 3,600 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Capability Network teams complement Accenture’s in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information, visit www.accenture.com/capabilitynetwork. 

 

Practice Overview: 

The Customer Sales & Service functional team is aligned to the Capability Network division of Accenture and works with clients across their marketing, sales, and services departments. The team provides transformation services across three key offerings: Marketing Transformation, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing and sales strategies and thereby optimizing their cost to serve, thus improving revenue per customer. 

The team is comprised of individuals who have an in-depth understanding of marketing, sales and services functions and experience across various industries like Communications and High Tech, Banking, Insurance, Energy, Utilities and Retail.  

We are looking for passionate and driven individuals who will help define sales and marketing strategies, design and implement loyalty solutions and help optimize our client’s customer loyalty program. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking, and commitment to quality. 

Skill/Operating Group 

Marketing Transformation 

Level 

Consultant 

Location 

Kuala Lumpur 

Travel Percentage 

Expected travel could be anywhere between 0 to 100% 

 

Principal Duties    

and Responsibilities: 

  • As a Loyalty Consultant, you will work closely with our clients to ideate, develop, and revamp loyalty programs and retention strategies. You will have a deep understanding on the capabilities needed to build and run a Loyalty program and the metrics to measure loyalty program performance 

  • In addition, you will work with the Capability Network and the Market Unit leadership to support business development and thought leadership in the Loyalty space 

Qualifications: 

  • Master of Business Administration / Post Graduate Diploma in Management 

Experience: 

  • Develop enterprise loyalty strategy including development of loyalty economics models to drive loyalty investments 

  • Developing / managing loyalty or membership programs 

  • Designing loyalty program construct (earn-burn strategies, benefits, experiences) 

  • Designing interventions to improve customer satisfaction and drive customer engagement 

  • Supporting the development of platform technologies to drive loyalty implementation 

  • Developing metrics / scorecard to gauge efficacy of loyalty / membership programs 

  • Conceptualizing and implementing revenue generation programs specifically for loyalty members (cross sell / up sell / tier movement) 

  • Conceptualizing and implementing interventions to retain / increase average revenue per customer 

  • Operationalizing loyalty program processes / setting up loyalty operating model 

  • Onboarding partners to supplement loyalty program benefits / increase customer engagement 

  • Plan, direct and coordinate marketing activities including campaigns to support the designed interventions 

 

Key Competencies and Skills: 

  • Overall experience of 5+ years with at least 2+ years of experience in designing / managing Loyalty programs 

  • Experience of working in South East Asia / with South East Asian clients 

  • Hands-on experience and understanding of loyalty tools / platforms 

  • Consulting experience is preferred, but not mandatory 

  • Strong understanding of loyalty drivers / trends to create and drive sales opportunities 

  • Experience in working with middle to senior management levels within existing organization / client organizations 

Additional Information: 

  • Excellent oral and written communication skills 

  • Strong analytical skills and the ability to drive results-oriented decisions. Data-driven mindset within proven utilization of information to drive decisions, calibrate and results. 

  • Highly organized, proven ability to develop efficient processes that elevate team performance and drive results 

  • Proven success in navigating global matrixed environments and / or experience in client facing roles 

  • Ability to work effectively in a remote, virtual, global environment 

  • Ability to work in a fast paced and unstructured environment 

 

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. 

 

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Qualifications

Master of Business Administration / Post Graduate Diploma in Management 

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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