Head of Loyalty

Black & Grey HR; Saudi Arabia; On-site; SAR 420,000 - 600,000; Full time

Job summary

Black & Grey HR is partnering with a well‑established retail group in Saudi Arabia to recruit a Head of Loyalty. You will design and execute the loyalty and CRM strategy to boost retention, basket size and lifetime value across multiple formats.

You will lead a data‑driven optimization of loyalty programs, partnerships, and personalized offers, while collaborating with marketing, IT, and finance to align initiatives with business goals.

Qualifications

• Bachelor’s degree in Marketing, Business, Analytics or related field.
• 8+ years in loyalty, CRM, customer engagement or data-driven marketing in retail.
• Experience designing and scaling loyalty programs across multi-store operations.
• Strong analytical skills with CRM data and reporting tools.
• Excellent stakeholder management, leadership, and communication.
• GCC or Middle East retail market experience is preferred.

Responsibilities

• Develop and execute a comprehensive loyalty and CRM strategy aligned with objectives.
• Design, launch, and optimize loyalty programs including points, tiers, rewards and partnerships.
• Drive retention, frequency, basket size, and lifetime value via data-driven initiatives.
• Segment customers and deliver targeted campaigns using insights.
• Own loyalty KPIs, ROI, and dashboards; present to senior leadership.
• Lead loyalty integration across digital platforms, apps, e-commerce, POS and in-store touchpoints.
• Collaborate with marketing, merchandising, pricing, operations, IT and finance teams.
• Identify and manage partnerships with banks, fintechs, brands, and vendors.
• Oversee loyalty technology platforms and CRM systems; mentor the team.

Skills

CRM platforms

Stakeholder management

Leadership

Data-driven marketing

Analytics

Education

Bachelor’s degree

Tools

CRM systems

Analytics tools

Job description

Khobar, Saudi Arabia | Posted on 22/01/2026

Black & Grey HR is partnering with a well-established retail group in Saudi Arabia to recruit a results-driven Head of Loyalty to lead the design, execution, and optimization of customer loyalty and engagement strategies across the group’s retail formats.

The Head of Loyalty will be responsible for building a best-in-class loyalty ecosystem that drives customer retention, increases basket size, and enhances lifetime value. This is a strategic leadership role, combining data-driven decision-making with customer-centric innovation across digital and in-store channels.

Key Responsibilities:

• Develop and execute a comprehensive loyalty and CRM strategy aligned with business, commercial, and brand objectives.
• Design, launch, and continuously optimize loyalty programs including points, tiers, rewards, partnerships, and personalized offers.
• Drive customer retention, frequency, basket size, and lifetime value through data-driven initiatives.
• Leverage customer data, analytics, and insights to segment customers and deliver targeted, personalized campaigns.
• Own and track loyalty KPIs, ROI, and performance dashboards, presenting insights and recommendations to senior leadership.
• Lead loyalty integration across digital platforms, mobile apps, e-commerce, POS, and in-store touchpoints.
• Collaborate with marketing, merchandising, pricing, operations, IT, and finance teams to align loyalty initiatives.
• Identify, negotiate, and manage strategic partnerships with banks, fintechs, FMCG brands, and external vendors.
• Oversee loyalty technology platforms, CRM systems, and third-party service providers.
• Build, lead, and mentor a high-performing loyalty and CRM team.

Requirements

• Bachelor’s degree in Marketing, Business, Analytics, or a related field.
• 8+ years of experience in loyalty, CRM, customer engagement, or data-driven marketing, preferably within retail, FMCG, or supermarket environments.
• Proven experience in designing and scaling successful loyalty programs in large, multi-store operations.
• Strong analytical skills with hands‑on experience using CRM platforms, customer data, and reporting tools.
• Excellent stakeholder management, leadership, and communication skills.
• Experience in the GCC or Middle East retail market is highly preferred.