Director Loyalty Commercial📣 Job Ad

About the Role

Qiddiya is seeking a Director Loyalty Commercial to join its team in Riyadh, Saudi Arabia. This full-time role is responsible for defining and executing the commercial strategy of the loyalty program. The primary objective is to maximize customer lifetime value, member engagement, revenue generation, and partner participation within the loyalty ecosystem, supporting the organization's growth objectives.

Loyalty Commercial Strategy

The Director Loyalty Commercial develops and leads the strategic direction for the loyalty program, ensuring alignment with overall business and customer engagement goals.

• Develop and lead the commercial strategy for the loyalty program, ensuring alignment with business objectives and customer engagement goals.
• Identify and implement revenue-generating opportunities across the loyalty ecosystem.
• Establish long-term growth plans for loyalty membership, engagement, retention, and profitability.
• Drive innovation in loyalty products, rewards, benefits, and member experiences.

Partnership Management and Program Development

This role involves building and managing strategic alliances and overseeing the evolution of the loyalty program offerings and technology.

• Build and manage strategic partnerships with external brands, retailers, financial institutions, travel operators, entertainment providers, and other relevant stakeholders.
• Negotiate commercial agreements and partnership contracts to maximize value for both members and the organization.
• Develop a robust coalition of partners that enhances member benefits and program attractiveness.
• Monitor partner performance and ensure delivery against agreed commercial targets.
• Oversee the design and launch of new loyalty products, earning and redemption mechanisms, tier structures, and member benefits.
• Evaluate emerging loyalty technologies and industry best practices, championing digital transformation initiatives to improve program effectiveness and customer experience.

Loyalty Economics and Commercial Performance

The Director Loyalty Commercial is responsible for the financial health and performance measurement of the loyalty program, leveraging data for strategic insights.

• Own the loyalty program P&L and commercial performance metrics.
• Establish revenue, redemption, and customer engagement targets.
• Track and analyze program KPIs, including member acquisition and retention, active member rates, customer lifetime value, incremental revenue, redemption behavior, and partner contribution.
• Utilize customer data, market trends, and competitive intelligence to identify opportunities for growth and differentiation.
• Drive the development of personalized offers and targeted campaigns based on customer insights, collaborating with analytics teams to measure program effectiveness and customer behavior.

Leadership and Stakeholder Management

This role requires strong leadership and effective collaboration across various internal and external stakeholders to drive loyalty program adoption and success.

• Lead and develop a high-performing loyalty commercial team, establishing performance objectives and providing coaching to team members.
• Partner closely with Marketing, Digital, Customer Experience, Commercial, Finance, Data & Analytics, Retail, and Operations teams.
• Provide executive-level recommendations to senior leadership on loyalty performance and growth opportunities.
• Lead cross-functional initiatives that enhance customer engagement and loyalty program adoption.
• Ensure compliance with organizational governance, financial, and regulatory requirements.

Qualifications and Experience

Candidates for this position should possess a strong background in loyalty program management and commercial strategy.

• A minimum of 10 years of relevant experience in loyalty, commercial strategy, or a related field.
• Demonstrated ability to define and execute commercial strategies to drive loyalty program growth and profitability.
• Proven experience in partnership management and negotiation.
• Strong analytical skills with the ability to manage P&L and interpret complex data for strategic decision-making.