Loyalty Excellence Senior Manager (2023756)

Job Overview

We are seeking a dynamic and strategic Loyalty Excellence Senior Manager to lead the Nuhdeek loyalty program as a product, driving its evolution to deliver exceptional guest experiences while maximizing commercial performance. In this pivotal role, you will define and execute the loyalty platform roadmap, translate guest and business insights into actionable engineering requirements, and spearhead cross-functional collaboration across IT, Omni-channel, Analytics, and technology partners. Your leadership will be instrumental in fostering long-term guest relationships, enhancing program engagement, and ensuring the loyalty program remains a key driver of Nuhdeek’s growth and success.

Key Responsibilities

Product Strategy & Roadmap Development

As the owner of the Nuhdeek loyalty product, you will be responsible for shaping and prioritizing the loyalty platform roadmap, which includes points engines, tiers, redemption mechanisms, personalization triggers, and partner integrations. Your strategic approach will involve:

• Developing and maintaining a quarterly and annual product roadmap aligned with the Senior Department Manager’s strategic vision, ensuring clear success metrics and measurable outcomes.
• Conducting comprehensive secondary research to benchmark program features, identify gaps, and uncover opportunities for enhancement based on guest feedback and competitive analysis.
• Building and maintaining a prioritized product backlog using structured frameworks such as RICE or ICE to ensure transparency in trade-offs and alignment with business objectives.
• Collaborating closely with IT, Omni-channel, and technology partners to translate business requirements into engineering-ready specifications, ensuring seamless execution of program improvements.
• Leading solution sessions to validate and refine product features, ensuring they meet guest needs and deliver tangible value.
• Partnering with OPEX, store, and GCC teams to provide functional guidance and support, maximizing the program’s operational success.

Loyalty Program Operations

You will oversee the end-to-end operations of the loyalty program across KSA and UAE, ensuring efficiency, scalability, and seamless execution. This includes:

• Developing and maintaining robust operations processes, procedures, and defined metrics to drive consistency and excellence.
• Innovating continuously to standardize procedures and enhance operational efficiency, including loyalty engine enhancements to deliver a frictionless guest experience.
• Working closely with system integrators (SI) and platform vendors to ensure the smooth functioning of program operations.
• Monitoring transaction data, points, and coupons to ensure seamless interfacing with back-end systems, adhering to agreed service level agreements (SLAs).

Loyalty Program Engagement & Growth

Your focus will be on driving guest engagement and increasing key performance metrics such as active user base, redemption rates, visit frequency, retention, spend, and revenue contribution. This involves:

• Developing and executing innovative campaigns to boost engagement and enhance the lifetime value of guests, ensuring a positive return on investment (ROI).
• Leading cross-functional teams, including marketing and data analytics, to deliver a cohesive engagement strategy.
• Analyzing campaign performance metrics to identify trends, uncover insights, and make data-driven recommendations to optimize effectiveness.
• Overseeing the end-to-end management of loyalty campaigns across multiple channels, including WhatsApp, SMS, push notifications, and email.

Personalization & Monetization Initiatives

You will drive the personalization and monetization agenda forward, ensuring the loyalty program delivers tailored experiences that resonate with guests while contributing to revenue growth. Responsibilities include:

• Managing the annual personalization and monetization revenue targets, aligning them with guest data and segment nuances to identify optimal opportunities.
• Collaborating with commercial teams and the Analytics team to map personalized offers with micro-segments, ensuring relevance and impact.
• Presenting quarterly updates to stakeholders on personalization initiatives, demonstrating progress against targets and outlining future strategies.

Qualifications & Competencies

To excel in this role, you will bring a blend of strategic thinking, operational expertise, and a passion for guest-centric innovation. Ideal candidates will possess:

• A minimum of 8-10 years of experience in loyalty program management, product development, or a related field, with a proven track record of driving program growth and engagement.
• Strong analytical skills, with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Exceptional leadership and collaboration skills, with the ability to influence and align cross-functional teams toward common goals.
• Proficiency in agile methodologies, product roadmapping tools, and data-driven decision-making frameworks.
• Experience working with technology partners, system integrators, and vendors to deliver complex program enhancements.
• Excellent communication and presentation skills, with the ability to articulate vision, progress, and results to stakeholders at all levels.

Why Join Us?

As a Loyalty Excellence Senior Manager, you will play a critical role in shaping the future of Nuhdeek’s loyalty program, driving guest loyalty, and contributing to the company’s long-term success. This is an opportunity to lead with innovation, leverage data-driven insights, and create meaningful impact in a dynamic and growing organization. If you are passionate about building exceptional guest experiences and driving commercial success through loyalty, we invite you to apply and be part of our journey.