CAREERS & JOBS (LOYALTY & CX)

Riyadh Air is hiring: Director – Loyalty Strategy

Riyadh Air, Saudi Arabia’s new national airline is looking for global talent to build on our ambition to be the World’s most inspiring airline with an exceptional guest experience. 

JOB ROLE 

Riyadh Air is seeking a Director, Loyalty Strategy to lead the development and management of our guest loyalty strategy. This role will own the commercial strategy including program and currency design, role of earn/burn and tiering, member lifestyle and lifecycle, air and non-air (including credit card) partnership ecosystem strategy, integration within digital and guest experience, P&L and long-term financials.

The Director, Loyalty Strategy will be responsible for defining a lifestyle/lifecycle strategy and member journey informed by a strong commerce/marketplace approach. This role will collaborate with internal stakeholders and loyalty technology vendors to ensure loyalty offers are set up properly, generate demand, and eliminate unsustainable operational complexities. This leadership role requires extensive collaborative work with various departments including commercial, guest experience, finance, IT, operations, as well as external business partners.

GENERAL ACTIVITIES

• Develop, design and execute a comprehensive guest loyalty strategy and program design that drives guest engagement, retention and revenues.
• Conduct research and analyze guest behavior and trends to identify opportunities for growth and improvement.
• Develop and implement inspiring and motivational loyalty programs and initiatives that drives guest retention and increased revenue spend.
• Lead cross-functional teams, including Marketing, Operations, Guest Experience, Pricing, Revenue Management and IT, to enable seamless execution of loyalty program initiatives and product development.
• Collaborate with key stakeholders to ensure successful product implementation at budgeted costs and timelines.
• Monitor and measure the effectiveness of loyalty programs with specific focus on guest feedback along the guest journey touchpoints.
• Keep up-to-date with industry trends and best practices to ensure the guest loyalty program remains effective and ahead of the industry curve.

PROFILE REQUIREMENTS 

Professional Experience

• A minimum of 15 years of experience in guest loyalty, preferably within the FMCG luxury sector, with a proven track record of developing and implementing successful loyalty programs for luxury goods, fashion consumer luxury goods or luxury consumer brands. 
• Experience in loyalty within an airline is a strong asset.
• Extensive experience leading cross-functional teams and collaborating with stakeholders at all levels of the organization from diverse industries. 
• Proven track record of driving business growth and improving guest engagement through loyalty programs.
• In-depth understanding of guest behavior and trends
• Mindset and adaptability to thrive in a startup environment, including the ability to work without established systems, support teams, or processes.

Academic Qualifications

• Bachelor’s degree in Business, Marketing, Economics, or a related field.
• MBA or other advanced degree is preferred.

Competency Requirements

• Strong leadership and management skills, with the ability to motivate and develop teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
• High degree of commercial awareness with ability to grasp complex business issues
• Strong problem-solving and analytical skills, with the ability to analyze data and make informed decisions.
• Experience managing cross-culturally, both internally and externally
• Knowledge of guest loyalty industry trends and best practices.