مدير كبير الولاء والتميز

Lead and manage the Nuhdeek loyalty program as a product: define and prioritize the loyalty platform roadmap, translate guest and business needs into engineering-ready requirements, and lead cross-functional delivery across IT, Omni-channel, Analytics, and technology partners. Operate with a product mindset, outcomes over output, evidence-led prioritization, and rapid iteration; to continuously improve the guest value proposition and the commercial performance of Loyalty as a Product. Consistently deliver exceptional guest experiences and foster long-term relationships, contributing to the overall success and growth of Nuhdeek. 
Accountabilities
Product Strategy & Roadmap
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 set by the Senior Department Manager into a quarterly and annual product roadmap with clear success metrics.
Build and maintain a prioritized product backlog using a structured framework (e.g., RICE/ICE) so trade-offs are transparent to stakeholders.
Product development – Continuously research and plan new program improvements 
Responsible of Complete initial secondary research to benchmark the program features and identify the gaps
Trigger and manage identified to the Voice of guests and accordingly bring in program improvements which improve the experience for them
Responsible of handling  the Business requirements and liase closely with IT, Omni-channel and other vendors to implement the changes
lead the solutions sessions to ensure the product feature is developed as per the requirements 
Work closely with all key stakeholders in preparing a project plan and ensure timely delivery of these program improvements
Ensure integration between OPEX/store/ GCC teams to provide all necessary guidance and functional feature support to maximize the program success
Loyalty Program Operations
Program Operations: Lead and manage the loyalty program operations across KSA & UAE.
Develop and maintain the loyalty program operations processes, procedures, and defined metrics
Constantly innovate to standardized procedures to ensure maximum efficiency 
Define the requirements and constantly innovate to stay ahead of the curve by working on the loyalty program improvements including the loyalty engine enhancements to deliver a seamless experience.
Work closely with SI partners and other platform vendors to ensure smooth running of the program operations
Monitor the end-to-end management of program operations to ensure the transaction data, points, coupons are interfaced with the back-end systems as per the agreed SLAs
Loyalty Program Engagement – Drive engagement across the markets
Responsible of grow the key metrics such as active base, redemption rate, visits, retention rate, spends, revenue contribution etc
Develop innovative campaigns to generate increased engagement and improve the overall lifetime value of guests
Ensure these programs improve the overall engagement and deliver a positive ROI
Lead the cross-functional teams including marketing, data analytics to deliver on the overall engagement strategy 
Responsible for analyzing campaign performance metrics, identify trends, and make data-driven recommendations to improve campaign effectiveness.
Oversee the end to end loyalty campaign management journey across multiple channels, including Whats App, SMS, Push notifications, and Email.
Personalization – Drive the personalization & monetization initiative forward
Manage the annual personalization & monetization revenue target 
Understand the data, segment nuances to propose the most optimum opportunity to personalize the experience
Manage the expectations of commercial teams and in close coordination with the Analytics team map the personalized offers with the micro-segments
Responsible quarterly presenting the results and course correct to maximize the product offtake and revenue performance for the top management. 
Collaborate with strategic partner brands to pitch the program data strength and the opportunity to participate in the monetization initiative
Responsible of Maximize the gain by showcasing the various channels such as Guest journey comms, personalized ad hoc campaigns, research capabilities etc
Closely monitor delivery of these offers across offline, online and ensure 100% accuracy across channels.
Department Management:
Contribute in the development and update of the sub department SOPs, SLAs, processes…etc. through the alignment with the concerned departments to ensure that internal control and proper documentation are in place.
Develop and monitor the assigned team KPIs through the cascading of the department SMART objectives to employees’ level and monitor the implementation to ensure the achievement of the set KPIs.
Manage the assigned team performance through providing perform

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