Senior Manager - Loyalty Strategy & Product

Job title: Senior Manager - Loyalty Strategy & Product

Company Overview

Through its role as an investor, developer, and operator of various Entertainment offerings Kingdom-wide, SEVEN aims to be the leader of an entertainment ecosystem in Saudi Arabia, facilitating the presence of both international & local brands and unlocking the entertainment sector across Saudi Arabia with a mission to become the national entertainment champion.

SEVEN seeks to enhance the quality of life of Saudi nationals and residents and meet their recreational expectations and needs with a wide number of entertainment projects that are planned to take place in the next 8 years.

Role Purpose

As a Senior Manager of Loyalty Strategy & Product, you will architect the loyalty program that delivers a measurable business impact while creating genuine guest value. This role requires a strategic leader who excels at cross-functional collaboration, designs personalized experiences, and builds scalable governance frameworks. You'll drive initiatives that transform guests into passionate brand advocates.

Role Responsibilities

• Drive & Translate overarching Loyalty strategy, including brand guardrails and structural principles across the organization.
• Define value propositions, ensuring alignment on objectives, standards, and KPIs across the loyalty value chain.
• Prepare financial input and commercial analysis, including Loyalty-related revenue, cost, chargebacks, and P&L views.
• Define the program’s proposition and benefit structures, coordinating closely within the company for implementation.
• Design the strategic Loyalty framework and E2E user journey across all assets & key touchpoints, ensuring a clear handover to Operations for execution.
• Collaborate with CRM, Marketing, and Digital teams to ensure Loyalty campaigns / communications are aligned with the vision & guest insights.
• Design guest journey flows across the loyalty offering and touchpoints, ensuring consistent and differentiated experiences from onboarding to program engagement.
• Analyze and track guest progression across their lifecycle from acquisition to advocacy. Surface insights & Plan interventions to increase the guest lifetime value.
• Customize benefit content, emotional triggers, and experiential touchpoints to meet the specific needs of the guest segments.
• Support the Ops team to integrate the Loyalty experience into operational, service, and marketing routines, ensuring alignment.
• Manage cross-functional stakeholders and buy-in across the organization, to ensure that loyalty is embedded across workflows, culture, and collective vision.
• Act as an enterprise-wide ambassador for the loyalty program.
• Ensuring strategy and execution comply with program guardrails, brand standards, and governance processes.
• Represent the company in cross-portfolio working groups, providing feedback and sharing insights.

Role Minimum Qualification

• A Bachelor’s degree in Marketing, Business Administration, Data Analytics, or a related field; MBA or equivalent advanced degree (preferred).
• 10+ years of experience in Loyalty program strategy, guest engagement, value management, personalization, gamification, or CRM.
• Proven track record of developing and scaling successful Loyalty programs at the brand level.

Required Technical Skills:

• Familiarity with Loyalty & CRM platforms.
• Segmentation, Gamification, and Personalization.
• Ability to interpret analytics and use dashboards to track performance.
• Proficiency in SQL/R/Python will be an added advantage.

Other Competencies:

• A guest-first mindset and a creative problem solver.
• Strong leadership, cross-functional collaboration, and communication abilities.