Vice President – Loyalty

The Vice President – Loyalty leads the development of loyalty strategy and customer engagement across a multi-brand retail environment. The role is responsible for shaping propositions that strengthen retention, deepen customer relationships and create measurable value across physical and digital touchpoints. It combines strategic direction, commercial analysis, programme development and cross-functional leadership.

Job Overview

This position contributes to the customer, commercial or operational goals of Chalhoub Group. The successful candidate will carry out the responsibilities below while working with relevant colleagues and following established policies, standards and processes.

Key Responsibilities

• Define the loyalty strategy, roadmap and performance measures aligned with group commercial and customer objectives.
• Develop customer value propositions, rewards mechanics, membership benefits and engagement initiatives.
• Use customer insight, segmentation and performance data to improve acquisition, activity, retention and lifetime value.
• Partner with brand, retail, e-commerce, CRM, data, technology and finance teams to deliver integrated experiences.
• Lead teams and external partners, establish governance and report on programme performance and investment effectiveness.

Requirements and Qualifications

• Senior leadership experience in loyalty, CRM, customer strategy, digital engagement or a related commercial function.
• Strong understanding of customer value, retention economics, segmentation and loyalty programme design.
• Experience leading cross-functional initiatives and influencing senior stakeholders.
• Commercial and analytical strength, with the ability to translate strategy into execution and measurable outcomes.

Skills and Competencies

The role requires strategic judgement, customer-centric thinking, leadership and a strong grasp of data-driven decision-making. Experience in multi-brand retail or omnichannel environments is particularly relevant. Candidates should communicate clearly, manage priorities responsibly and contribute to a respectful team environment. Attention to detail, reliability and a willingness to learn are important for delivering consistent results.

Employment Details

Location: Dubai, United Arab Emirates. The role is with Chalhoub Group. Compensation and final employment conditions should be confirmed during the hiring process.