Loyalty & Personalization Director
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Key skills for this role
About the Role
A confidential company seeks a Loyalty & Personalization Director to define and deliver a best-in-class customer loyalty strategy across a multi-asset leisure and entertainment portfolio.
Key Skills for This Role
Responsibilities
- Develop and deliver a customer loyalty and membership strategy aligned with long term business growth objectives
- Own performance of the membership program including acquisition, retention, engagement, and yield optimization
- Design and optimize end to end customer lifecycle from onboarding to repeat engagement and advocacy
- Lead development of exclusive experiences, benefits, and value propositions to strengthen loyalty
- Collaborate with insights and analytics teams to forecast trends and identify growth opportunities
- Lead cross functional governance forums to ensure alignment of loyalty initiatives
- Identify and develop strategic partnerships to enhance loyalty proposition
- Segment customer audiences and define targeted strategies for growth
- Lead and develop a high performing loyalty team
- Oversee optimization of digital customer journey across web, app, and CRM systems
Requirements
- Educated to degree level or equivalent in Marketing
- Minimum 10 years of Marketing experience
- Worked in Loyalty Function
- Creative thinker and customer focused
- Commercially astute, data driven and results oriented
- Strong project management skills and deadline driven
- Strong presentation skills in public speaking and PowerPoint
- Analytical thinking and ability to manipulate data in Excel
- Strong copywriting skills
Full Job Posting
Role Overview
- The Loyalty & Personalization Director is responsible for defining and delivering a best in class customer loyalty strategy across a multi asset leisure and entertainment portfolio.
- This role leads the development of a comprehensive loyalty ecosystem designed to drive customer acquisition, retention, engagement, and lifetime value.
- The position works cross functionally with marketing, commercial, digital, operations, and insights teams.
- The Loyalty & Personalization Director will own the end to end customer lifecycle strategy.
Loyalty Strategy & Membership Program
- Develop and deliver a customer loyalty and membership strategy aligned with long term business growth objectives (revenue, frequency, and customer lifetime value).
- Own the performance of the membership program, including acquisition, retention, engagement, and yield optimization.
- Design and optimize the end to end customer lifecycle, from onboarding through to repeat engagement and advocacy.
- Lead the development of exclusive experiences, benefits, and value propositions to strengthen customer loyalty.
- Collaborate with insights and analytics teams to forecast trends, monitor performance, and identify growth opportunities.
- Establish frameworks to measure customer satisfaction and program effectiveness.
- Lead cross functional governance forums to ensure alignment and ownership of loyalty initiatives.
- Identify and develop strategic partnerships to enhance the overall loyalty proposition.
- Segment customer audiences based on behaviors, preferences, and value, and define targeted strategies.
Stakeholder Management
- Build strong relationships with senior stakeholders across the organization to ensure alignment on strategic priorities.
- Act as the central point of contact for all loyalty related initiatives.
Team Leadership
- Lead and develop a high performing loyalty team.
- Drive a culture of accountability, collaboration, and continuous improvement.
- Ensure the team delivers measurable ROI across all loyalty and engagement initiatives.
- Monitor competitive activity and industry trends to identify innovation opportunities.
Project Management
- Lead the development and delivery of key loyalty and customer experience projects.
- Manage cross functional teams to deliver initiatives on time and within budget.
- Oversee planning, prioritization, risk management, and stakeholder alignment.
- Present progress, risks, and outcomes to senior leadership.
Digital Customer Experience
- Oversee the optimization of the digital customer journey across all platforms (web, app, CRM systems).
- Ensure seamless integration between digital touchpoints and the broader loyalty ecosystem.
- Drive continuous improvement in conversion, engagement, and revenue performance through digital channels.
Commercial & Reporting
- Define and track key performance metrics, translating insights into actionable strategies.
- Lead the development of strategic reports, forecasts, and executive presentations.
- Support budget planning and ensure efficient allocation of resources.
- Evaluate campaign and program performance, identifying opportunities for optimization and growth.
Required Qualifications
- Educated to degree level or equivalent in Marketing.
- Minimum 10 years of Marketing experience.
- Worked in Loyalty Function.
- Creative thinker and customer focused.
- Commercially astute, data driven and results oriented.
- Resourceful, pro active and innovative thinker.
- Strong project management skills and deadline driven.
- Ability to navigate a busy and challenging environment.
- Strong presentation skills in both public speaking and PowerPoint format.
- Solid attention to detail.
- Agency management.
- Analytical in thinking and able to manipulate data in Excel.
Preferred Qualifications
- Worked in entertainment venues.
- Worked in the UAE or GCC countries in a marketing environment.
- Fluent Arabic speaker and writer.
- Event management.
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