Senior Associate - Loyalty

INSPIRE | EXHILARATE | DELIGHT

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work®.

To keep the innovation journey going, the Group has set up "The Greenhouse", which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.

What you'll be doing

In this role you will be responsible for developing and executing loyalty lifecycle marketing programs to enhance customer engagement, retention, and advocacy. You will collaborate with cross-functional teams, analyze customer data, and implement targeted marketing initiatives to drive customer loyalty and maximize customer lifetime value.

Your responsibilities will involve:
- 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 journey maps, identifying touchpoints where loyalty marketing initiatives can be leveraged to enhance customer experience.
- Monitor and analyze (KPIs) related to loyalty program effectiveness, such as customer retention rates, redemption rates, and customer lifetime value.
- Conduct A/B tests and analyze campaign results to optimize loyalty marketing initiatives and maximize ROI.
- Stay updated on industry trends, best practices, and emerging technologies in loyalty marketing, and identify opportunities to incorporate innovative strategies into the program.
- Provide regular reports and presentations on loyalty program performance to key stakeholders and senior management.
- Utilize UX/UI best practices to enhance user engagement, simplify navigation, and optimize the overall user experience within the loyalty program.
- Oversee paid media campaigns, including social media advertising, display advertising, and search engine marketing, to promote the loyalty program and drive customer acquisition and engagement.
- Manage content creation and updates within the loyalty program, leveraging a content management system (CMS) to ensure accuracy, relevance, and consistency of messaging across various channels.

Requirements: