Loyalty Program Manager

Loyalty Programs Manager – مدير برامج الولاء

Location: Riyadh, Saudi Arabia

Industry: Hospitality & Lifestyle

Department: Commercial / Customer Experience

About the Company

A leading company in the hospitality and lifestyle sector, managing premium residential communities and delivering high-quality experiences and services. The company works across multiple functions to create seamless, value-driven experiences and build long-term relationships with its customers and partners.

Job Purpose

The Loyalty Programs Manager will be responsible for developing, implementing, and managing the company's loyalty programs and initiatives across its business operations. The role will work closely with different departments to ensure that loyalty programs are aligned with business objectives, customer needs, and the overall service experience.

The role will also be responsible for developing strategic partnerships, benefits, rewards, and engagement initiatives that increase customer retention, enhance the value proposition, and support the company's commercial objectives.

Key Responsibilities

• Develop and implement the company's overall Loyalty Programs strategy.
• Design and manage loyalty programs, benefits, rewards, and privileges for customers.
• Work closely with different departments to identify opportunities to integrate loyalty initiatives into the customer journey and business operations.
• Establish and manage strategic partnerships with external brands, service providers, and lifestyle partners.
• Negotiate and develop exclusive offers, benefits, and experiences for loyalty program members.
• Collaborate with Operations, Commercial, Marketing, Customer Experience, Finance, and other relevant departments to ensure successful program implementation.
• Develop customer segmentation and loyalty initiatives based on customer profiles, behavior, and engagement.
• Monitor program performance, participation, retention, and utilization metrics.
• Analyze customer data and feedback to identify opportunities for improving loyalty programs and overall customer engagement.
• Develop campaigns and initiatives to increase program awareness, participation, and usage.
• Manage the loyalty program budget and ensure effective utilization of resources.
• Prepare regular reports and presentations for management covering program performance, partnerships, costs, and key insights.
• Conduct market and competitor analysis to identify new loyalty trends, partnerships, and opportunities.
• Ensure all loyalty initiatives are aligned with the company's brand positioning and customer experience standards.
• Continuously evaluate and enhance the loyalty proposition based on business performance and customer feedback.

Requirements

• Bachelor's degree in Business Administration, Marketing, Hospitality Management, Customer Experience, or a related field.
• 6+ years of experience in Loyalty Programs, Customer Experience, CRM, Commercial, Marketing, Hospitality, or a related field.
• Proven experience in developing and managing loyalty programs and customer engagement initiatives.
• Experience in managing strategic partnerships and negotiating customer benefits and offers.
• Strong understanding of customer lifecycle, segmentation, engagement, and retention strategies.
• Strong analytical and commercial skills with the ability to translate data into actionable initiatives.
• Excellent stakeholder management and communication skills.
• Strong project management and execution capabilities.
• Experience within hospitality, lifestyle, residential communities, luxury services, or similar sectors is highly desirable.
• Excellent English communication skills; Arabic is a plus.