To manage, innovate and implement Rewards to drive market share, client entrenchment, transactional behaviour and market differentiation
Hello Future Customer Rewards Manager

Welcome to FNB, where we believe help is at the heart of human greatness. Our vision is to be a great business helping to create a better world.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

Job Summary

Type: full-time
Location: Windhoek
Category: Marketing
Closing Date: 2026-09-18

Key Responsibilities

Own the end-to-end customer rewards programme, including strategy design and implementation, the rewards roadmap, annual earn-rule changes, programme economics and operational performance, in support of defined market share, retention and customer value targets
Deliver approved rewards initiatives within agreed timelines and budget parameters across all campaign cycles, while ensuring accurate and timely reward calculations and payouts, effective resolution of customer queries and disputes, and sound operational controls
Increase customer participation in rewards programmes against agreed performance targets
Drive measurable improvements in customer retention, engagement and transactional behaviour linked to rewards interventions
Analyse customer behaviour, value and reward performance data, including active earners, engagement, redemption, retention, card usage, cash-to-card migration, reward cost and programme ROI, to inform optimisation and innovation decisions
Ensure rewards propositions are differentiated, competitive and aligned to target customer segments
Coordinate rewards execution across channels, franchises and product teams to ensure consistent customer experiences, and own external merchant and service-provider relationships, including sourcing, onboarding, offer management, commercial negotiation and partner performance
Ensure all rewards structures, communications and interventions comply with Treat the Customer Fairly principles, applicable regulatory requirements, internal governance, audit requirements and data privacy standards, and support remediation of identified control findings
Provide timely and accurate rewards performance reports and insights to senior stakeholders for decision‑making
Identify, assess and mitigate risks related to rewards design, execution and customer impact
Continuously review rewards effectiveness and propose improvement or innovation opportunities on an ongoing basis, supported by a formal annual strategic review

Requirements

Degree in Marketing, Business Management, Commerce or a related field
5-8 years’ experience in customer value management, rewards, loyalty, marketing or CX environments, including ownership of a loyalty or rewards programme and leadership of complex cross-functional delivery
Performance measurement and ROI analysis
Report writing and executive presentation
Working knowledge of CRM, rewards platforms and analytics tools
Strategic and analytical thinking
Innovation and solution orientation
Stakeholder influence and collaboration

How to Apply

To apply, please visit: firstrand.wd3.myworkdayjobs.com

About the Company

FNB Namibia (First National Bank) stands as a cornerstone of financial services across the nation. This prominent bank provides a comprehensive suite of banking solutions, catering to individuals, small businesses, and large corporations throughout Namibia. With a robust network of branches and ATMs, alongside advanced digital platforms, FNB Namibia ensures accessible and innovative financial support for its diverse clientele. The institution plays a pivotal role in the country's economic development, fostering growth and financial inclusion. Operating as a proud member of the broader FirstRand Group, FNB Namibia is deeply committed to empowering its customers and communities within the Namibian landscape.

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Frequently Asked Questions

What qualifications or education are typically required for a Customer Rewards Manager role at FNB in Namibia?

Usually a bachelor's degree in marketing, business administration, or a related field is expected, with some employers preferring a postgraduate qualification or relevant certifications such as Certified Loyalty Marketing Professional (CLMP). In Namibia, practical experience in customer loyalty programs, data analysis, or CRM systems is highly valued. Employers also look for strong communication skills and proficiency in English, as it is the primary business language.

What are the common day-to-day responsibilities of a Customer Rewards Manager in this role?

The role involves designing, implementing, and monitoring customer reward and loyalty initiatives tailored to the Namibian market, analysing programme performance using CRM and transaction data, and collaborating with marketing, product, and branch teams to align rewards with customer needs. You will also manage vendor relationships for reward fulfilment and ensure compliance with local regulations and FNB policies. Regular reporting to senior stakeholders and continuous improvement of the rewards strategy are key parts of the job.

How does the local work culture and expectations in Namibia influence this position?

FNB Namibia emphasizes a customer‑centric, collaborative environment where teamwork across departments is encouraged, and employees are expected to demonstrate initiative and adaptability to the diverse cultural contexts of the country. Punctuality, professional dress, and respect for hierarchical communication channels are typical workplace norms. Additionally, showing an understanding of local consumer behaviour and community values is important for tailoring effective rewards programmes.

What realistic career progression or growth paths can one expect after starting as a Customer Rewards Manager?

Successful performance can lead to senior roles such as Head of Customer Loyalty or Marketing Manager within FNB Namibia, or broader opportunities across the FirstRand Group in areas like customer experience, brand management, or digital marketing. Many professionals also move into specialist positions focusing on data analytics or CRM strategy. Continuous learning through internal training programmes and external certifications supports advancement.

What typical benefits does FNB Namibia offer for this role, and how should one apply?

Employees generally receive medical aid contributions, a pension or provident fund scheme, paid annual leave (usually around 20‑25 days per year), and access to staff banking products with preferential rates. Applications are submitted through FNB Namibia’s online careers portal, where you upload a detailed CV and cover letter highlighting relevant loyalty or marketing experience, and shortlisted candidates undergo competency‑based interviews and possibly a case study or presentation. Demonstrating knowledge of the Namibian retail banking landscape and a customer‑focused mindset improves your chances.