Loyalty Excellence Senior Manager (2023756)

Lead and manage the Nuhdeek loyalty program as a product: define and prioritize the loyalty platform roadmap, translate guest and business needs into engineering\-ready requirements, and lead cross\-functional delivery across IT, Omni\-channel, Analytics, and technology partners. Operate with a product mindset, outcomes over output, evidence\-led prioritization, and rapid iteration; to continuously improve the guest value proposition and the commercial performance of Loyalty as a Product. Consistently deliver exceptional guest experiences and foster long\-term relationships, contributing to the overall success and growth of Nuhdeek.

Accountabilities

Product Strategy \& Roadmap

• Own and continuously prioritize the Nuhdeek loyalty product roadmap (points engine, tiers, redemption, personalization triggers, 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 (e.g., RICE/ICE) so trade\-offs are transparent to stakeholders.

Product development – Continuously research and plan new program improvements

• Responsible of Complete initial secondary research to benchmark the program features and identify the gaps
• Trigger and manage identified to the Voice of guests and accordingly bring in program improvements which improve the experience for them
• Responsible of handling the Business requirements and liase closely with IT, Omni\-channel and other vendors to implement the changes
• lead the solutions sessions to ensure the product feature is developed as per the requirements
• Work closely with all key stakeholders in preparing a project plan and ensure timely delivery of these program improvements
• Ensure integration between OPEX/store/ GCC teams to provide all necessary guidance and functional feature support to maximize the program success

Loyalty Program Operations

• Program Operations: Lead and manage the loyalty program operations across KSA \& UAE.
• Develop and maintain the loyalty program operations processes, procedures, and defined metrics
• Constantly innovate to standardized procedures to ensure maximum efficiency
• Define the requirements and constantly innovate to stay ahead of the curve by working on the loyalty program improvements including the loyalty engine enhancements to deliver a seamless experience.
• Work closely with SI partners and other platform vendors to ensure smooth running of the program operations
• Monitor the end\-to\-end management of program operations to ensure the transaction data, points, coupons are interfaced with the back\-end systems as per the agreed SLAs

Loyalty Program Engagement – Drive engagement across the markets

• Responsible of grow the key metrics such as active base, redemption rate, visits, retention rate, spends, revenue contribution etc
• Develop innovative campaigns to generate increased engagement and improve the overall lifetime value of guests
• Ensure these programs improve the overall engagement and deliver a positive ROI
• Lead the cross\-functional teams including marketing, data analytics to deliver on the overall engagement strategy
• Responsible for analyzing campaign performance metrics, identify trends, and make data\-driven recommendations to improve campaign effectiveness.
• Oversee the end to end loyalty campaign management journey across multiple channels, including Whats App, SMS, Push notifications, and Email.

Personalization – Drive the personalization \& monetization initiative forward

• Manage the annual personalization \& monetization revenue target
• Understand the data, segment nuances to propose the most optimum opportunity to personalize the experience
• Manage the expectations of commercial teams and in close coordination with the Analytics team map