Confidential
Introduction
As a Senior Manager of Loyalty Strategy & Product, you will architect the loyalty program that delivers a measurable business impact while creating genuine guest value. This role requires a strategic leader who excels at cross-functional collaboration, designs personalized experiences, and builds scalable governance frameworks. You’ll drive initiatives that transform guests into passionate brand advocates.
Location: Riyadh, KSA
Company: Confidential, A Large Scale project, covering multiple destinations and a diverse product portfolio
Role Purpose
You, as Senior Manager of Loyalty Strategy & Product, will lead program feature design & evolution, experience customization, and cross-functional coordination to bring the Loyalty strategy to life at ground level.
Key Responsibilities
Program Strategy & Architecture
– Drive & Translate overarching Loyalty strategy, including brand guardrails and structural principles across the organization
– Define value propositions, ensuring alignment on objectives, standards, and KPIs across the loyalty value chain
– Prepare financial input and commercial analysis, including Loyalty-related revenue, cost, chargebacks, and P&L views
Cross-Functional Collaboration
– Define the program’s proposition and benefit structures, coordinating closely within the company for implementation
– Design the strategic Loyalty framework and E2E user journey across all assets & key touchpoints, ensuring a clear handover to Operations for execution
– Collaborate with CRM, Marketing, and Digital teams to ensure Loyalty campaigns / communications are aligned with the vision & guest insights
Program Experience & Customization
– Design guest journey flows across the loyalty offering and touchpoints, ensuring consistent and differentiated experiences from onboarding to program engagement
– Analyze and track guest progression across their lifecycle from acquisition to advocacy. Surface insights & Plan interventions to increase the guest lifetime value,
– Customize benefit content, emotional triggers, and experiential touchpoints to meet the specific needs of the guest segments
– Support the Ops team to integrate the Loyalty experience into operational, service, and marketing routines, ensuring alignment
Governance
– Manage cross-functional stakeholders and buy-in across the organization, to ensure that loyalty is embedded across workflows, culture, and collective vision.
– Act as an enterprise-wide ambassador for the loyalty program
– Ensuring strategy and execution comply with program guardrails, brand standards, and governance processes
– Represent the company in cross-portfolio working groups, providing feedback and sharing insights
Qualifications & Experience
Education:
– A Bachelor’s degree in Marketing, Business Administration, Data Analytics, or a related field; MBA or equivalent advanced degree (preferred)
Experience:
– 10+ years of experience in Loyalty program strategy, guest engagement, value management, personalization, gamification, or CRM
– Proven track record of developing and scaling successful Loyalty programs at the brand level
Technical Skills:
– Familiarity with Loyalty & CRM platforms.
– Segmentation, Gamification, and Personalization
– Ability to interpret analytics and use dashboards to track performance
– Proficiency in SQL/R/Python will be an added advantage – not a must for the role
Soft Skills:
– A guest-first mindset and a creative problem solver
– Strong leadership, cross-functional collaboration, and communication abilities