Loyalty Program Manager

Job Purpose

The Loyalty Programs Manager will be responsible for developing, implementing, and managing the company’s loyalty programs and customer engagement initiatives across its residential communities and business operations.

The role will focus on creating value-added benefits, exclusive offers, rewards, and lifestyle experiences for residents and customers, while building strategic partnerships with external brands and service providers.

The position will work closely with Commercial, Operations, Marketing, Customer Experience, Finance, and other relevant departments to ensure that loyalty initiatives support customer retention, engagement, satisfaction, and the company’s overall commercial objectives.

Key Responsibilities

• Develop and implement the company’s overall Loyalty Programs strategy .
• Design and manage loyalty programs, benefits, rewards, and exclusive privileges for residents and customers.
• Identify opportunities to enhance the resident/customer journey through loyalty initiatives and value-added services.
• Develop strategic partnerships with leading hospitality, retail, F&B, entertainment, wellness, lifestyle, and service brands .
• Negotiate exclusive offers, discounts, benefits, and experiences for loyalty program members.
• Collaborate with Operations, Commercial, Marketing, Customer Experience, Finance, and other departments to implement loyalty initiatives successfully.
• Develop customer segmentation and targeted loyalty initiatives based on customer profiles, behavior, preferences, and engagement.
• Monitor program performance, participation, retention, utilization, and customer engagement metrics.
• Analyze customer data and feedback to identify opportunities to improve the loyalty proposition and customer experience.
• Develop campaigns and initiatives to increase program awareness, participation, and usage.
• Manage relationships with loyalty partners and ensure agreed benefits and offers are delivered effectively.
• Manage the loyalty program budget and ensure effective utilization of resources.
• Prepare regular reports and presentations for management covering program performance, partnerships, costs, customer insights, and key recommendations.
• Conduct market and competitor analysis to identify emerging loyalty trends, new partnership opportunities, and best practices.
• Ensure all loyalty initiatives are aligned with the company’s brand positioning, service standards, and customer experience strategy .
• Continuously evaluate and enhance the loyalty proposition based on customer feedback, market trends, and business performance.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Hospitality Management, Customer Experience , or a related field.
• 6+ years of experience in Loyalty Programs, Customer Experience, CRM, Commercial, Marketing, Hospitality, or a related field.
• Proven experience in developing and managing loyalty programs and customer engagement initiatives .
• Experience in developing and managing strategic partnerships and negotiating customer benefits and exclusive offers.
• Strong understanding of customer lifecycle, segmentation, engagement, retention, and customer experience strategies .
• Strong analytical and commercial skills, with the ability to translate customer data and insights into actionable initiatives.
• Excellent stakeholder management, negotiation, and communication skills.
• Strong project management and execution capabilities.
• Experience in hospitality, lifestyle, residential communities, luxury services, or similar customer-focused sectors is highly desirable.
• Strong understanding of premium customer expectations and experience standards.
• Excellent English communication skills; Arabic is a plus.

Why This Role Matters

This role will play a key part in strengthening the company’s customer value proposition , increasing customer engagement and retention, and creating a differentiated lifestyle experience through strategic partnerships and exclusive benefits