Assistant Director/Director, Loyalty & Digital Platform (RWS Unified App)

Resort World Sentosa; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Resort World Sentosa seeks an Assistant Director/Director to lead the strategy, development and optimisation of the RWS Unified App, a single digital gateway spanning Loyalty, Attractions, Hotels, Dining, Retail, and Events.

You will transform fragmented guest touchpoints into a seamless, data-driven super-app, drive incremental revenue, improve cross-BU conversions, and oversee end‑to‑end product delivery with IT, design and external partners.

Qualifications

• 8–15 years in Digital Product, Super App, Loyalty Ecosystem or Integrated Resort tech environments.
• Experience building or scaling unified ecosystem apps for large, complex consumer-facing organisations with multi-service platforms and integrated digital ecosystems.
• Proven track record launching high-traffic consumer mobile apps.

Responsibilities

• Own the Unified App vision and roadmap aligned to RWS 2.0 transformation.
• Prioritise features based on commercial impact, guest friction points, and cross-BU value.
• Act as single digital orchestrator across Attractions, Hotels, F&B, Retail, MICE, Gaming (where applicable).
• Align stakeholders on feature requirements, funding model, and governance.
• Map and optimise digital customer journeys (Attractions, MICE, Season Pass, Premium/VIP, Tour Groups).
• Integrate ticketing, reservations, mobile key, parking, loyalty earn/burn, concierge, payments.
• Drive incremental revenue via in-app cross-sell & upsell, dynamic bundles, personalised offers, sponsorships, and loyalty gamification.
• Build business case models (ROI, CAC reduction, LTV uplift).
• Partner with IT & Data teams to enable 360° view across gaming & non-gaming (subject to regulatory approvals).
• Establish app engagement KPIs (DAU/MAU, conversion, retention).
• Lead product development with IT, external agencies, and system integrators.
• Oversee UX/UI design standards.
• Ensure scalability, security, and regulatory compliance.
• Manage app store optimisation & release cycles.

Job description

The Assistant Director/Director (RWS Unified App) will lead the strategy, development, and optimisation of RWS’s Unified App — a single digital gateway integrating Loyalty, Attractions, Hotels, Dining, Retail, Events and future ecosystem partnerships.

This role is accountable for transforming fragmented guest touchpoints into a seamless, data-driven, commercially optimised super‑app experience that drives:

• Incremental revenue
• Cross-BU conversion
• Operational efficiency

Key Responsibilities

• Responsible for the Unified App vision and roadmap aligned to RWS 2.0 transformation
• Prioritise features based on commercial impact, guest friction points, and cross-BU value

2. Cross-BU Orchestration

• Act as single digital orchestrator across Attractions, Hotels, F&B, Retail, MICE, Gaming (where applicable)
• Align stakeholders on feature requirements, funding model, and governance
• Resolve conflicts across BU priorities to protect unified UX integrity

3. End-to-End Guest Journey Design

• Map and optimise digital Customer Journey (Attractions, MICE, Season Pass, Premium/VIP, Tour Groups)
• Integrate ticketing, reservations, mobile key, parking, loyalty earn/burn, concierge, payments
• Drive incremental revenue via:
  • In-app cross-sell & upsell
  • Dynamic bundles
  • Personalised offers
  • Sponsored placements / media monetisation
  • Loyalty gamification
• Build business case models (ROI, CAC reduction, LTV uplift)
• Partner with IT & Data teams to:
  • Enable 360° view across gaming & non-gaming (subject to regulatory approvals)
• Establish app engagement KPIs (DAU/MAU, conversion, retention)
• Lead product development with IT, external agencies, and system integrators
• Oversee UX/UI design standards
• Ensure scalability, security, and regulatory compliance
• Manage app store optimisation & release cycles

7. Governance & Operating Model

• Serve as the primary liaison to the Steering Committee, ensuring:
  • Transparency on progress, risks, and dependencies
  • Alignment between strategic intent and execution

Key Requirements

• 8–15 years in Digital Product, Super App, Loyalty Ecosystem or Integrated Resort tech environments.
• Experience building or scaling unified ecosystem apps for large, complex consumer-facing organisations with multi-service platforms and integrated digital ecosystems.
• Proven track record launching high-traffic consumer mobile apps.

Technical & Commercial Skills

• Strong product management capability (Agile, Scrum, MVP prioritisation)
• Deep understanding of:
  • Loyalty mechanics
  • CRM integration
  • Omnichannel attribution
• Strong commercial acumen — able to translate feature roadmap into EBITDA impact

Leadership & Stakeholder Skills

• Experience influencing C-suite and multi-business unit stakeholders.
• Ability to balance tech constraints with commercial ambition.
• Comfortable navigating complex matrix organisations.