Loyalty Excellence Senior Manager

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 Makkah, with operations spanning Jeddah and Makkah. 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 various departments and technology partners. The Senior Manager will operate with a product mindset, focusing on outcomes, evidence-led prioritization, and rapid iteration to enhance guest value and commercial performance.

Key Responsibilities

• Own and continuously prioritize the Nuhdeek loyalty product roadmap 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 to ensure transparent trade-offs.
• Conduct secondary research to benchmark program features and identify gaps.
• Manage Voice of Guests feedback to implement program improvements that enhance guest experience.
• Handle business requirements and liaise with IT, Omni-channel, and other vendors for implementation.
• Lead solution sessions to ensure product features are developed according to requirements.
• Lead and manage loyalty program operations across KSA & UAE, developing and maintaining processes, procedures, and metrics.
• Drive engagement across markets by growing key metrics such as active base, redemption rate, visits, retention rate, and revenue contribution.
• Develop innovative campaigns to increase engagement and improve guest lifetime value, ensuring a positive ROI.
• Manage the annual personalization & monetization revenue target, understanding data and segment nuances to propose optimal personalization opportunities.
• 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 appraisals.

Qualifications and Experience

• Bachelor's degree is required.
• A minimum of 5 to 10 years of relevant experience.

Work Environment

This role operates in an indoor office environment for 100% of the time. The work schedule is 5 working days per week, with 2 days off. Daily working hours are from 8:00 AM to 6:00 PM, including a one-hour break.