Director Loyalty Commercial📣 Job Ad

About the Role

Qiddiya Investment Company is seeking a Director - Loyalty Commercial to join their team in Riyadh. 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.

Key Responsibilities

• 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.
• Own the loyalty program's P&L and commercial performance metrics, establishing 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.

Partnership Management

• 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.

Program Development and Insights

• 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.
• Collaborate with analytics teams to measure program effectiveness and customer behavior.
• 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.
• Champion digital transformation initiatives to improve loyalty program effectiveness and customer experience.

Leadership and Stakeholder Engagement

• 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.
• Lead and develop a high-performing loyalty commercial team.
• Ensure compliance with organizational governance, financial, and regulatory requirements.
• Establish performance objectives and provide coaching to team members.

Qualifications

Candidates for this position should possess over 10 years of relevant professional experience in loyalty program management, commercial strategy, or a related field.