Loyalty Program Manager

About the Company

We represent a prominent organization operating in the hospitality and lifestyle industry, specializing in managing upscale residential communities and delivering premium service experiences. Our client focuses on integrating seamless, value-oriented customer experiences while fostering enduring relationships with clients and partners.

Role Overview

The Loyalty Program Manager will lead the design, development, and execution of loyalty initiatives that resonate across the company's operations. Collaborating cross-functionally, the manager will ensure that loyalty efforts align with strategic goals and customer expectations to strengthen commercial success and customer loyalty.

Key Responsibilities

• Formulate and drive the overarching loyalty program strategy for the company.
• Create and oversee loyalty offerings, including benefits, rewards, and exclusive privileges tailored for customers.
• Collaborate with multiple departments to embed loyalty efforts throughout the customer journey and operational processes.
• Establish and nurture strategic alliances with external brands and service providers to augment the loyalty program’s value.
• Negotiate exclusive promotions and experiences to enrich member offerings.
• Coordinate with Operations, Commercial, Marketing, Customer Experience, and Finance teams to ensure smooth rollout and management.
• Develop customer segmentation models to better target engagement and loyalty drives.
• Track, analyze and report on key metrics such as engagement, participation, retention, and program utilization.
• Leverage customer insights and feedback to refine loyalty initiatives and improve overall engagement.
• Design promotional campaigns to boost awareness and participation in the loyalty programs.
• Maintain budgets and optimize resource allocation for loyalty activities.
• Produce comprehensive reports for senior management, detailing program outcomes and strategic insights.
• Conduct ongoing competitor and market research to identify emerging trends and partnership opportunities.
• Ensure compliance of loyalty initiatives with corporate branding and customer experience standards.
• Continuously update and enhance the loyalty program based on business metrics and customer input.

Requirements

• Possess a bachelor's degree in Business Administration, Marketing, Hospitality Management, Customer Experience, or related discipline.
• At least 6 years of relevant experience managing loyalty programs, customer experience, CRM, marketing, or related commercial roles.
• Demonstrated success in developing customer loyalty programs and engagement strategies.
• Proven track record in managing partnerships and negotiating customer-centered benefits.
• Deep knowledge of customer lifecycle management, segmentation, and retention techniques.
• Strong analytical skills with the ability to convert data analysis into business actions.
• Excellent communication and stakeholder management abilities.
• Capable project manager with effective execution skills.
• Experience in hospitality, lifestyle sectors, residential communities, or luxury services is highly advantageous.
• Fluent English proficiency required; Arabic language skills are a plus.