Confidential
Introduction
As Sr. Manager, Program Operations, you will lead the execution of the Loyalty program across guest touchpoints, ensuring alignment with SOPs, coordinating campaign delivery, and driving operational readiness. Focus areas include execution excellence, process optimization, and delivering a consistent, high-quality guest experience.
Location: Riyadh, KSA
Company: Confidential, A Large-Scale project, covering multiple destinations and a diverse product portfolio
Role Purpose
Lead day-to-day execution of the Loyalty program across guest touchpoints, ensuring alignment with frameworks and SOPs. Drive campaign coordination, operational readiness, and execution excellence while continuously optimizing processes to deliver a high-quality guest experience
Key Responsibilities
Loyalty Program Operations
– Oversee daily operations of the Loyalty program, including enrollments, tier upgrades, point redemptions, and full guest journey execution
– Coordinate campaign activations, benefit delivery, and program updates in line with the strategic direction provided by the Strategy & Product team
– Manage end-to-end program readiness in collaboration with Marketing, guest Services, and front-line teams
Interface with Stakeholders
– Work closely with Marketing, Technology, and GX teams to develop and maintain policies and procedures for key aspects, such as data privacy, reward, fraud prevention, complaints, and service standardization while ensuring compliance across all involved departments and partners.
– Implement operational standards, tools, and dashboards
– Share insights on process effectiveness and suggest improvements to help evolve Cross-Company best practices
– Participate in governance routines to report operational performance and flag escalations or risks
Frontline & Complex Coordination
– Coordinate with Complex Operations teams to enable proper Loyalty delivery at on-site locations
– Adapt and deliver training materials for frontline teams based on tools and guidance provided by the company
– Conduct operational spot checks and collaborate with Complex leaders to ensure consistent execution
Guest Service & Issue Resolution
– Act as the escalation point for Loyalty-related operational issues raised by guest-facing teams
– Work closely with the CRM and Service teams to resolve exceptions, errors, or service breakdowns
Qualification & Experience
Education:
– Bachelor’s degree in Business Administration, Operations Management, Marketing, or a related field
Experience:
– 8+ years of experience in Loyalty program or product operations, guest service, process management, and commercial operations
– Experience in managing daily program processes and staff enablement
Technical Skills:
– Operational knowledge of CRM/POS systems and guest engagement tools
– Experience using SOPs, dashboards, and training documentation
– Proficiency in SQL/R/Python will be an added advantage – not a must for the role
Soft Skills:
– Hands-on, organized, and detail-oriented
– Strong interpersonal skills and ability to work with frontline and complex teams
– Proactive problem-solver and good communicator