Vice President - Loyalty

Chalhoub Group; Dubai; On-site; AED 1,285,000 - 2,571,000; Full time

Job summary

Chalhoub Group seeks a VP Loyalty to own the Group Loyalty MUSE value proposition, deliver end-to-end P&L, and drive multi-market loyalty performance across acquisition, activation, retention and redemption. The role combines hands-on delivery, stakeholder leadership and cross-functional product execution with a focus on partner engagement and commercial outcomes.

The Candidate will lead the loyalty roadmap, strengthen member experiences and drive governance, ensuring sustainable customer value

Qualifications

• Significant senior leadership experience with hands-on responsibility for a live, multi-market loyalty programme or comparably complex rewards business.
• Proven P&L ownership and delivery of measurable commercial results, with understanding of points liability and partner economics.
• Evidence of diagnosing and resolving operational and commercial problems, not just sponsoring strategy.
• Strong analytical capability to interrogate member, cohort, campaign and financial data and translate findings into action.
• Experience delivering complex initiatives across Product, Technology, Marketing, CRM, Analytics and Operations.

Responsibilities

• Own the Group Loyalty P&L end-to-end, including revenue, costs, profitability, points liability and gift card economics; budget and forecast.
• Lead the marketing and engagement agenda and own customer KPIs across acquisition, activation, retention and cross-brand engagement.
• Drive commercial decisions from performance data and oversee partner negotiations and launch execution.
• Lead the Group Loyalty product roadmap, including LMS optimisation, CBCC launch and app evolution with SSO and Wallet integrations.
• Own the evolution of MUSE and Elite propositions to ensure differentiation and sustainable benefits across channels.
• Set priorities and governance across teams, managing risks, dependencies and investments.

Skills

Senior leadership

P&L ownership

Loyalty operations

Stakeholder management

Analytical capability

Multi-market experience

Partnership negotiation

Job description

The VP Loyalty is the single commercially accountable owner for Group Loyalty MUSE and its customer value proposition with end-to-end responsibility for P amp L operational performance and delivery Reporting to the Chief Omnichannel amp AI Officer the VP owns Loyalty s operating strategy translating the Group s direction into prioritised operating plans measurable commercial outcomes and effective execution This is a hands-on role working directly with financial and member data resolving delivery issues personally and driving stakeholder and partner engagement contributing evidence and commercial insight to strategy rather than serving primarily as a strategy-setting position The VP sets Loyalty s priorities and delivery outcomes across dedicated and shared teams this does not change the organisational reporting lines of shared functions

Commercial Customer & Programme Performance

Own the Group Loyalty P amp L end-to-end revenue costs profitability points liability breakage CBCC and Gift Card unit economics budgeting and forecasting Lead the marketing and engagement agenda in line with agreed strategic objectives own the programme s customer and engagement KPIs across acquisition activation active members retention frequency redemption and cross-brand engagement

Hands-on Operational & Commercial Delivery

Use programme performance data to drive commercial decisions and priorities across markets and workstreams stay directly involved in partner negotiations and launch execution with a disciplined cadence of clear actions owners and follow-through

Product Delivery

Lead execution of the Group Loyalty product roadmap including LMS optimisation improving reliability and member experience CBCC launch execution and scale-up across live and approved upcoming markets alongside other approved market expansion and partner initiatives Gift Card commercialisation across B2B B2C and e-commerce channels Evolution of the MUSE member app including SSO and Wallet integration Delivery of Conversational Commerce and Retail Media initiatives within the agreed roadmap working closely with the AI Lab and Central Marketing team Own business requirements prioritisation launch readiness and post-launch performance partnering with specialist teams on technical delivery and controls

Customer Value Proposition & Member Experience

Own the commercial evolution of the MUSE and Elite propositions ensuring differentiation financial sustainability and consistent delivery across channels and touchpoints use customer insight and performance data working with Marketing and CRM to grow adoption and continuously optimise benefits and member journeys

Governance & Shared-team Delivery

Set Loyalty priorities delivery outcomes and sequencing across dedicated and shared teams holding workstream owners accountable for agreed milestones maintain governance over delivery risks dependencies and investment decisions escalating with clear options and recommendations where needed

Stakeholder & Partner Leadership

Act as the senior Loyalty business owner for key internal and external stakeholders and partners building alignment on shared goals and personally resolving issues that impede execution

Team & Capability Leadership

Lead and develop the existing Loyalty team establishing clear responsibilities and a culture of ownership analytical discipline and execution manage clear ways of working with other Omnichannel teams Product Analytics and others that Loyalty s delivery depends on

Senior Leadership Requirements

• Significant senior leadership experience with demonstrable hands-on responsibility for a live, multi-market loyalty programme or comparably complex rewards business.
• Proven P&L ownership and delivery of measurable commercial results, with a strong working understanding of points liability, breakage, rewards costs and partner economics.
• Evidence of personally diagnosing and resolving operational and commercial problems, rather than solely sponsoring strategy or transformation.
• Strong analytical capability: able to interrogate member, cohort, campaign and financial data, challenge assumptions and translate findings into action.
• Practical experience managing loyalty operations, partner onboarding, launch execution and ongoing programme performance.
• Experience delivering complex initiatives across Product, Technology, Marketing, CRM, Analytics, Finance and Operations.
• Strong understanding of customer propositions, lifecycle management, personalisation, digital member experience and loyalty economics.
• Detailed, current understanding of acquisition, activation, engagement, redemption and retention performance across products and markets.
• Experience negotiating commercial partnerships and managing senior internal and external stakeholders.
• Demonstrated ability to set priorities and secure delivery in a matrix organisation, including through teams outside the direct reporting line.
• Strong people leadership, sound commercial judgement and the ability to move between executive discussions and detailed delivery work.