Manager Loyalty Operations Systems & Quality (Qatari Nationals)

About the role

Manager Loyalty Operations Systems & Quality is responsible for leading the systems core functionality and responsibilities of the team include but are not limited to managing delivery, stability, and continuous enhancement of the organization’s loyalty platforms and supporting technologies. The role ensures loyalty system capabilities effectively enable members/customer engagement strategies and program operations. It oversees platform performance, integrations, and vendor-managed services to support business requirements. The position works closely with business and technology stakeholders to align system priorities with strategic objectives. This role also ensures appropriate governance, reliability, and continuous improvement of loyalty system services.

The key responsibilities are

·         Define, assign, and govern system delivery and support responsibilities across the loyalty systems team by setting clear operating models, role accountabilities, and delivery standards, ensuring predictable delivery, clear ownership, and reduced dependency on ad hoc escalation.

·         Build and sustain required technical and functional capabilities within the team through targeted development plans, skills gap closure, and knowledge continuity planning, resulting in reduced delivery risk and improved system resilience.

·         Own and maintain the end to end roadmap for loyalty platforms and system integrations by translating business strategy into sequenced system initiatives, ensuring technology evolution directly enables loyalty growth and operational needs.

·         Ensure loyalty platforms meet security, data protection, and compliance requirements by enforcing control standards and coordinating audits with technology and risk teams, protecting member data and regulatory standing.

·         Influence loyalty experience improvements by identifying system-driven enhancements and innovation opportunities, contributing directly to improved member satisfaction and program competitiveness.

·         Plan and control team capacity and workload allocation against the loyalty systems roadmap using demand forecasting and prioritisation frameworks, ensuring commitments are met without service degradation or unmanaged overtime risk.

·         Hold direct accountability for team performance outcomes by setting measurable objectives, reviewing delivery results, and intervening where performance gaps exist, achieving consistent adherence to timelines, quality standards, and service levels.

·         Account for platform availability, scalability, and performance through proactive capacity planning, performance monitoring, and technical risk management, maintaining platform stability during campaigns and peak demand periods.

·         Authorize and govern system releases and upgrades by establishing release readiness criteria and deployment controls, minimising customer-facing incidents and post-release rework.

·         Convert approved loyalty initiatives into system-enabled solutions by interpreting business requirements and defining scalable system configurations, ensuring initiatives are delivered accurately and within agreed timelines.

·         Enable campaign mechanics and operational execution by ensuring loyalty platforms support rules, offers, earn-and-burn logic, and fulfilment flows, allowing Marketing and Product teams to execute without system delays or manual workarounds.

·         Enable personalisation and segmentation capabilities by ensuring system configurations and integrations support targeted rules and data usage, driving more relevant member engagement and campaign effectiveness.

·         Govern delivery of system enhancements and configuration changes by enforcing change controls, delivery standards, and acceptance criteria, ensuring changes are reliable, traceable, and production ready.

·         Ensure operational readiness for loyalty campaigns by validating system configurations, test outcomes, and execution dependencies, preventing campaign failures and post-launch disruption.

·         Monitor and act on system performance metrics and SLAs using defined KPIs and incident trends, maintaining agreed service levels and minimising business impact.

·         Own incident response and continuity processes by directing root cause analysis and corrective actions, reducing recurrence of high-severity incidents.

·         Establish and maintain system documentation and governance artefacts by enforcing documentation standards and review cycles, ensuring audit readiness and operational consistency.

·         Ensure loyalty systems reliably capture member activity and engagement data by enforcing tracking standards and validating data flows, enabling accurate reporting and decision-making.

·         Enable integration of loyalty platforms with enterprise data and analytics environments by coordinating data interfaces and data quality controls, supporting enterprise-wide insight and performance analysis.

·         Support experimentation and optimisation initiatives by ensuring system configurations allow testing, iteration, and controlled experimentation, improving campaign effectiveness and loyalty ROI.

·         Own day-to-day performance management of loyalty platform vendors by defining service expectations, reviewing delivery outcomes, and enforcing corrective actions, ensuring contracted value and service reliability are realised.

·         Coordinate cross-functional delivery dependencies by aligning internal technology teams and external partners to shared milestones, preventing delays caused by ownership gaps or misalignment.

·         Support contract governance and commercial oversight by monitoring service performance against contractual obligations, reducing delivery risk and unmanaged cost exposure.

·         Align system priorities across business and technology stakeholders by facilitating roadmap trade-offs and decision forums, ensuring limited capacity is focused on highest-value initiatives.

·         Perform other department duties related to his / her position as directed by the Head of the Department

Be part of an extraordinary story:

 Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. 

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. 

Together, everything is possible.