Loyalty Excellence Senior Manager (2023756)

Role Overview

Loyalty Excellence Senior Manager at Nahdi, responsible for leading and managing the Nuhdeek loyalty program as a strategic product across KSA and UAE.

Role Purpose

Lead the Nuhdeek loyalty program with a product mindset, defining and prioritizing the platform roadmap, translating guest and business needs into engineering-ready requirements, and driving cross-functional delivery to continuously improve guest value and commercial performance.

Key Responsibilities

Product Strategy & Roadmap

• Own and continuously prioritize the Nuhdeek loyalty product roadmap including points engine, tiers, redemption, personalization triggers, and 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 such as RICE or ICE to ensure trade-offs are transparent to stakeholders.

Product Development

• Conduct complete initial secondary research to benchmark program features and identify gaps.
• Trigger and manage Voice of Guest initiatives to identify program improvements that enhance guest 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 according to requirements.
• Work closely with all key stakeholders in preparing project plans and ensure timely delivery of program improvements.
• Ensure integration between OPEX, store, and GCC teams to provide necessary guidance and functional feature support to maximize program success.

Loyalty Program Operations

• Lead and manage loyalty program operations across KSA and UAE.
• Develop and maintain loyalty program operations processes, procedures, and defined metrics.
• Continuously innovate standardized procedures to ensure maximum efficiency.
• Define requirements and drive loyalty program improvements including loyalty engine enhancements to deliver a seamless experience.
• Work closely with system integration partners and platform vendors to ensure smooth running of program operations.
• Monitor end-to-end program operations management to ensure transaction data, points, and coupons are interfaced with back-end systems according to agreed service level agreements.

Loyalty Program Engagement

• Grow key metrics including active base, redemption rate, visits, retention rate, spends, and revenue contribution.
• Develop innovative campaigns to generate increased engagement and improve overall lifetime value of guests.
• Ensure programs improve overall engagement and deliver positive return on investment.
• Lead cross-functional teams including marketing and data analytics to deliver on overall engagement strategy.
• Analyze campaign performance metrics, identify trends, and make data-driven recommendations to improve campaign effectiveness.
• Oversee end-to-end loyalty campaign management journey across multiple channels including WhatsApp, SMS, push notifications, and email.

Personalization & Monetization

• Manage the annual personalization and monetization revenue target.
• Understand data and segment nuances to propose optimal opportunities to personalize guest experience.
• Manage expectations of commercial teams and coordinate closely with Analytics team to map personalized offers with micro-segments.
• Present quarterly results and course correct to maximize product offtake and revenue performance for senior management.
• Collaborate with strategic partner brands to pitch program data strength and opportunity to participate in monetization initiatives.
• Maximize revenue by showcasing various channels such as guest journey communications, personalized ad hoc campaigns, and research capabilities.
• Closely monitor delivery of offers across offline and online channels to ensure 100% accuracy across all channels.

Department Management

• Contribute to the development and update of sub-department standard operating procedures, service level agreements, and processes through alignment with concerned departments to ensure internal controls and proper documentation.
• Develop and monitor assigned team KPIs through cascading department SMART objectives to employee level and monitor implementation to ensure achievement of set KPIs.
• Manage assigned team performance through providing performance feedback, conversations, appraisals, coaching, and knowledge transfer to ensure achievement of objectives and employee career development.

Qualifications & Experience

• Education: Bachelor's degree
• Experience: 5–10 years of experience
• Languages: English and Arabic

Skills & Competencies

• MS Office Suite proficiency

Additional Information

• Work Environment: 100% indoors
• Working Days: 5 days per week
• Days Off: 2 days off
• Working Hours: 8:00 AM – 6:00 PM with 1 hour break