Senior Associate - Loyalty CRM & Digital Marketing

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

Role summary

You will support the group’s overarching loyalty Marketing strategy, playing a key role in driving the KPI & OKR set; supporting internal partners; and integrating loyalty across the relevant groups, members, and partner touchpoints to amplify its presence and performance. You will be responsible for developing and executing best-in-class and commercially driven digital and CRM initiatives increasing member engagement, retention and advocacy. Together with the marketing team, you will deliver and evaluate multi-channel campaigns and be the custodian in maintaining Brand DNA. You will work cross-functionally within the organization and 3rd party agencies to create and implement Loyalty Programme marketing initiatives.

What you'll be doing

General

• Support in establishing loyalty as a Chalhoub group asset through brand building, channel performance & maximization.

• Efficiently drive loyalty KPIs by identifying audiences, conversion levers and opportunity, within budget, and backed by performance.

• Work closely with internal teams including Analytics, CVP, CRM, Product, Digital Media and Operations to establish Loyalty campaigns and lifecycle projects, followed by segmentation, implementation, testing, execution and optimization.

• Ensure we reach members ‘where they are’ with positive channel expansion, omnichannel execution and hybrid concept adoption.

• Drive efficiencies for the programme and partners with a keen focus on performance, impact of spend & optimal ways of working.

• Keep abreast of the competition, marketing / industry trends, consumer research, best practices and emerging technologies in loyalty marketing, and identify opportunities to incorporate innovative strategies.

• Support in inputting into the integrated marketing calendar and trackers, and drive execution across teams, partners, and markets.

• Provide regular reports and presentations on program performance to key stakeholders and senior management.

CRM & Lifecycle Marketing

• Develop and implement loyalty lifecycle to drive customer engagement, retention, and advocacy.

• Conduct thorough analysis of customer data, segmentation, and behavioral insights to identify opportunities for personalized and targeted loyalty marketing campaigns.

• Create and optimize customer journeys, identifying touchpoints where loyalty marketing initiatives can be leveraged to enhance customer experience.

• Collaborate with the creative team to develop compelling assets, such as emails, landing pages, and digital content.

• Conduct A/B tests and analyze campaign results to optimize loyalty marketing initiatives and maximize ROI.

• Utilize UX/UI best practices to enhance user engagement, simplify navigation, and optimize the overall user experience within the loyalty program.

Branding & Eng & AR Copywriting

• Maintain and uphold Brand identity and guidelines amongst internal and external partners.

• Ensure the Brand values and visual guidelines are applied across all channels.

• Sense-check, proofread and at times copywrite content in English and Arabic prior to publishing or printing, and ensure content follows channel best practices.

• Brand custodian for Arabic tone of voice.

Content & Collateral Management

• Establish loyalty content calendar for CRM, MUSE App and Web, MUSE Gift Card - briefing and curating content relevant to key moments alongside Partner Brands.

• Manage content refresh in Eng and AR and uploads via the content management system (CMS) to ensure accuracy, relevance, and consistency of messaging across various channels.

• Work closely with Creative Agencies to brief and manage creation and production of Loyalty Programme print and digital assets.

• Work closely with Lifecycle team, supplying content and publishing on the CMS / comms.

Digital & Paid Media

• Work collaboratively with Central Meida team to develop and execute the media strategy for BAU and campaigns.

• Oversee media campaigns, including social media advertising, display advertising, and search engine marketing (when needed) to promote the program and drive customer acquisition and engagement.

• Monitor and analyse paid media metrics and conduct A/B tests across the various digital channels, to optimise marketing content, customer journeys and campaigns.

Reporting & Miscellaneous

• Work closely with the Central Data team along with reporting tools to measure and report on performance of lifecycle and campaigns against Loyalty KPIs.

• Interpret and uncover new ways to improve marketing initiatives.

• Package performance reports and lessons learned in easy-to understand presentations to present to various stakeholders.

• Manage Marketing & CRM invoicing system – sumbitting, processing and tracking invoices in timely manner to ensure vendors payments.

What you’ll need to succeed

• 5+ years of experience in omnichannel marketing within Loyalty Programmes and/or the luxury fashion, beauty or hospitality industry.

• 3+ years of experience in CRM/Lifecycle in loyalty.

• Strong English & native Arabic verbal and written skills to manage copywriting and proofreading across both languages.

• Experience in naviating and managing content via CMS.

• Loyalty and Digital tech stack comprehemsion - comfortable with platforms such as Google Analytics, Meta Business, Sales Force Marketing Cloud, and reporting tools.

• Strong ability to analyze and interpret data to form insights of various marketing campaigns and channels.

• Advanced level of computer literacy particularly in PowerPoint and…