Confidential
Introduction
As Manager, Loyalty Program Operations, you will support the Sr. Manager in executing the Loyalty program across guest touchpoints You will be responsible for managing daily program workflows, coordinating campaign tasks, supporting frontline execution, and ensuring operational readiness This role focuses on process execution, quality assurance, issue resolution, and cross-functional coordination to deliver a consistent and seamless loyalty experience
Location: Riyadh, KSA
Company: Confidential, A Large-Scale project, covering multiple destinations and a diverse product portfolio
Role Purpose
Support the Sr. Manager in the operational delivery of the Loyalty program by managing day-to-day activities, coordinating with internal teams, and ensuring smooth execution of campaigns, benefits, and guest journeys. Maintain SOP adherence, frontline enablement, and issue management to ensure high-quality guest experiences across all touchpoints
Key Responsibilities
Loyalty Program Execution
– Execute daily loyalty operations including member enrollments, tier movement processing, and points issuance/redemption
– Track and report on program performance metrics and guest interactions
– Coordinate with campaign and marketing teams to implement tactical initiatives and program updates
– Ensure timely delivery of loyalty benefits and promotions across customer channels
Operational Readiness
– Maintain and update SOPs, checklists, and operational manuals in collaboration with the Portfolio Operations team
– Conduct pre-launch readiness checks for campaigns and new initiatives
– Support training delivery for frontline teams and provide feedback on operational tool usage
Stakeholder Coordination
– Liaise with Marketing, CRM, Technology, and Guest Experience teams to support day-to-day program activities
– Monitor compliance with operational policies, including data privacy, fraud prevention, and service standards
– Gather feedback from internal teams and escalate operational risks or service gaps to the Sr Manager
Frontline Support
– Act as the primary point of contact for frontline teams for loyalty-related queries and escalations
– Monitor frontline adoption of loyalty tools and SOPs; provide coaching or retraining when needed
– Conduct spot checks and quality audits at guest-facing locations to ensure consistent delivery of the loyalty experience
Issue Management & Continuous Improvement
– Log, track, and resolve loyalty-related service issues, errors, or guest complaints
– Collaborate with the CRM and Service teams to ensure timely resolution of exceptions or breakdowns
– Identify recurring issues and suggest process improvements to enhance efficiency and guest satisfaction
Qualification & Experience
Education:
– Bachelor’s degree in Business Administration, Marketing, Operations, or a related field
Experience:
– 4–6 years in Loyalty operations, customer experience, or program/campaign execution roles
– Experience working in guest service environments or with operational teams
– Exposure to cross-functional project coordination and frontline enablement is a plus
Technical Skills:
– Familiarity with CRM and POS systems; understanding of loyalty tools and member platforms
– Comfortable working with SOPs, reports, and dashboards
– High proficiency in Excel
– Knowledge of SQL/Python is a plus
Soft Skills:
– Highly organized and detail-oriented with a hands-on approach
– Strong communication and coordination skills
– Problem-solver with the ability to manage multiple tasks under tight timelines
– Collaborative mindset and ability to work with frontline and support teams