Loyalty Excellence Senior Manager📣 إعلان

About the Role

Nahdi Medical Co. is seeking a Loyalty Excellence Senior Manager to lead and manage the Nuhdeek loyalty program as a product. This full-time position is based in Jeddah, Makkah Region, and requires 5-10 years of experience. The role involves defining and prioritizing the loyalty platform roadmap, translating guest and business needs into engineering-ready requirements, and leading cross-functional delivery across IT, Omni-channel, Analytics, and technology partners.

The Loyalty Excellence Senior Manager will operate with a product mindset, focusing on outcomes, evidence-led prioritization, and rapid iteration to continuously improve the guest value proposition and the commercial performance of Loyalty as a Product. This role is crucial for delivering exceptional guest experiences and fostering long-term relationships, contributing to the overall success and growth of Nuhdeek.

Key Responsibilities

• 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 into quarterly and annual product roadmaps with clear success metrics.
• Build and maintain a prioritized product backlog using a structured framework (*, RICE/ICE) to ensure transparent trade-offs for stakeholders.
• Complete initial secondary research to benchmark program features and identify gaps.
• Trigger and manage identified Voice of Guests feedback to implement program improvements that enhance guest experience.
• Handle business requirements and liaise with IT, Omni-channel, and other vendors to implement changes.
• Lead solution sessions to ensure product features are developed as per requirements and prepare project plans for timely delivery.
• Lead and manage loyalty program operations across KSA & UAE, developing and maintaining processes, procedures, and defined metrics.
• Define requirements and innovate to stay ahead of the curve by working on loyalty program improvements, including loyalty engine enhancements.
• Monitor the end-to-end management of program operations to ensure transaction data, points, and coupons are interfaced with back-end systems as per agreed SLAs.
• Grow key metrics such as active base, redemption rate, visits, retention rate, spends, and revenue contribution.
• Develop innovative campaigns to generate increased engagement and improve the overall lifetime value of guests, ensuring a positive ROI.
• Manage the annual personalization & monetization revenue target and collaborate with strategic partner brands.
• Contribute to the development and update of sub-department SOPs, SLAs, and processes.
• Develop and monitor assigned team KPIs and manage team performance through feedback, coaching, and knowledge transfer.

Qualifications and Experience

• 5-10 years of relevant experience in loyalty program management or product management.
• Demonstrated ability to define and prioritize product roadmaps based on guest research and business impact.
• Experience translating strategy into actionable product roadmaps with clear success metrics.
• Proficiency in structured frameworks for product backlog prioritization (*, RICE/ICE).
• Strong understanding of loyalty program operations, including points engines, tiers, redemption, and personalization triggers.
• Experience in managing cross-functional teams and external vendors (IT, Omni-channel, analytics, technology partners).
• Analytical skills to monitor campaign performance metrics, identify trends, and make data-driven recommendations.
• Ability to manage personalization and monetization initiatives, including understanding data and segment nuances.

Work Environment

This role is based indoors for 100% of the time. The work schedule is 5 working days per week, with 2 days off. Working hours are from 8:00 AM to 6:00 PM, including a one-hour break.