About the Role
Lead and manage the loyalty program as a product. This role involves defining and prioritizing the loyalty platform roadmap, translating guest and business needs into engineering-ready requirements, and leading cross-functional delivery across IT, Omni-channel, Analytics, and technology partners. The focus will be on operating with a product mindset, emphasizing outcomes over output, evidence-led prioritization, and rapid iteration to continuously improve the guest value proposition and the commercial performance of Loyalty as a Product. The goal is to consistently deliver exceptional guest experiences and foster long-term relationships, contributing to the overall success and growth of the loyalty program.
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Accountabilities
Product Strategy & Roadmap
- Own and continuously prioritize the loyalty product roadmap (points engine, tiers, redemption, personalization triggers, partner integrations) based on guest research, competitive benchmarking, and business impact.
- Translate the Loyalty strategy set by the Senior Department Manager into a quarterly and annual product roadmap with clear success metrics.
- Build and maintain a prioritized product backlog using a structured framework (e.g., RICE/ICE) so trade-offs are transparent to stakeholders.
Product Development – Continuously Research and Plan New Program Improvements
- Responsible for completing initial secondary research to benchmark program features and identify gaps.
- Trigger and manage identified improvements based on guest feedback to enhance the experience.
- Handle business requirements and liaise closely with IT, Omni-channel, and other vendors to implement changes.
- Lead solution sessions to ensure product features are developed as per requirements.
- Collaborate with all key stakeholders in preparing a project plan and ensure timely delivery of program improvements.
- Ensure integration between OPEX/store/GCC teams to provide necessary guidance and functional feature support to maximize program success.
Loyalty Program Operations
- Lead and manage the loyalty program operations across KSA & UAE.
- Develop and maintain loyalty program operations processes, procedures, and defined metrics.
- Constantly innovate to standardize procedures for maximum efficiency.
- Define the requirements and work on loyalty program enhancements, including loyalty engine upgrades, to deliver a seamless experience.
- Collaborate with SI partners and platform vendors to ensure smooth running of program operations.
- Monitor end-to-end management of program operations to ensure transaction data, points, and coupons are interfaced with back-end systems as per agreed SLAs.
Loyalty Program Engagement – Drive Engagement Across the Markets
- Grow key metrics such as active base, redemption rate, visits, retention rate, spending, and revenue contributions.
- Develop innovative campaigns to increase engagement and improve overall guest lifetime value.
- Ensure programs enhance overall engagement and deliver a positive ROI.
- Lead cross-functional teams including marketing and data analytics to execute overall engagement strategy.
- Analyze campaign performance metrics, identify trends, and make data-driven recommendations to improve campaign effectiveness.
- Oversee the end-to-end loyalty campaign management journey across multiple channels, including WhatsApp, SMS, push notifications, and email.
Personalization – Drive Personalization & Monetization Initiative Forward
- Manage the annual personalization and monetization revenue targets.
- Understand data and segment nuances to propose the best personalization opportunities.
- Coordinate with commercial teams and the Analytics team to map personalized offers with micro-segments.
- Present results quarterly and make adjustments to maximize product uptake and revenue performance for top management.
- Collaborate with strategic partner brands to leverage program data strength and promote participation in the monetization initiative.
- Maximize gains through various channels, including guest journey communications, personalized ad hoc campaigns, and research capabilities.
- Closely monitor delivery of offers across offline and online channels to ensure 100% accuracy.
Department Management
- Contribute to the development and updates of the sub-department SOPs, SLAs, and processes to ensure proper documentation and internal control.
- Develop and monitor assigned team KPIs through the cascading of department SMART objectives to employee levels and oversee implementation to achieve set KPIs.
- Manage assigned team performance by providing feedback, conducting appraisals, coaching, and transferring knowledge to ensure achievement of objectives and employee career development.
Work Environment
- Indoors: 100%
- Outdoors: 0%
- Working Days: 5
- Days Off: 2
- Working Hours: 8:00 AM – 6:00 PM (1 hour break)
Job Requirements
- Education: Bachelor's degree
- Experience: 5-10 years of experience
- Computer Skills: MS Office Suite
- Languages: English and Arabic
