Customer Engagement and Loyalty Leader
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Key skills for this role
About the Role
Alsulaiman Group is seeking a Customer Engagement and Loyalty Leader to develop and execute loyalty strategies, manage loyalty programs, and drive customer retention. The role requires 4-6 years of experience in loyalty, CRM, or customer engagement, with fluency in Arabic and English.
Key Skills for This Role
Responsibilities
- Develop and lead the Customer Engagement and Loyalty strategy aligned with corporate objectives
- Design, implement, and evolve loyalty program frameworks including membership structures, tiering models, earn and burn mechanics, rewards, and benefits
- Own end to end delivery and governance of loyalty programs, including setup, execution, campaign deployment, partner integration, and performance monitoring
- Manage loyalty and customer engagement budget, monitor ROI, and develop business cases for new initiatives
- Lead selection, implementation, and management of loyalty, CRM, CDP, and customer engagement platforms
- Drive customer acquisition, onboarding, activation, retention, and reactivation initiatives
- Develop and execute omnichannel customer engagement strategies across email, SMS, push notifications, WhatsApp, in app, web, and emerging channels
- Leverage customer data, analytics, and segmentation to design personalized customer journeys and targeted campaigns
- Establish a culture of experimentation with A/B and multivariate testing to enhance campaign effectiveness
- Define, monitor, and report on key loyalty and engagement KPIs including member growth, retention, CLTV, and ROI
- Deliver actionable insights and regular performance reviews to senior leadership
- Partner with Marketing, Commercial, Digital, E commerce, Customer Service, Finance, Data & Analytics, and Technology teams
Requirements
- Bachelor’s degree in Marketing, Business Administration, IT, Computer Science, Data Analytics, or related field; MBA preferred
- Minimum 4 6 years of experience in Customer Loyalty, CRM, Customer Engagement, Retention Marketing, or related fields
- Demonstrated success in designing, launching, and managing end to end loyalty programs
- Strong hands on experience with CRM, CDP, marketing automation, and loyalty management solutions
- Experience planning and executing omnichannel customer engagement campaigns across email, SMS, push notifications, WhatsApp, web, and mobile apps
- Fluency in both Arabic and English (written and spoken)
Full Job Posting
About Alsulaiman Group
- Since 1983, Alsulaiman Group has transformed from a single bold investment into a dynamic force behind some of the region’s most trusted and impactful brands.
- Guided by the legacy of H.E. Sheikh Abdullah Bin Sulaiman AlHamdan and driven by the visionary leadership of H.E. Dr. Ghassan Alsulaiman.
- Today, it stands as a leading investment group with a portfolio of nine companies.
Purpose
- The Customer Engagement & Loyalty Leader is responsible for developing and delivering customer engagement and loyalty strategies that strengthen customer relationships, increase retention, and support sustainable business growth.
- The role leads the end to end management of loyalty programs, including strategy development, program execution, performance optimization, and continuous improvement.
Accountabilities
- Develop and lead the Customer Engagement and Loyalty strategy, ensuring alignment with corporate objectives, customer retention goals, and commercial priorities.
- Design, implement, and continuously evolve loyalty program frameworks, including membership structures, tiering models, earn and burn mechanics, rewards, benefits, and engagement journeys.
- Own the end to end delivery and governance of loyalty programs, overseeing program setup, operational execution, campaign deployment, partner integration, performance monitoring, and ongoing optimization.
- Manage the loyalty and customer engagement budget, ensuring effective allocation of resources, monitoring ROI, and developing business cases for new initiatives.
- Lead the selection, implementation, and management of loyalty, CRM, CDP, and customer engagement platforms.
- Drive customer acquisition, onboarding, activation, retention, and reactivation initiatives to grow the loyalty member base.
- Develop and execute omnichannel customer engagement strategies across email, SMS, push notifications, WhatsApp, in app, web, and emerging channels.
- Leverage customer data, analytics, and segmentation to design personalized customer journeys and targeted campaigns.
- Establish a culture of experimentation and continuous improvement by implementing testing and optimization frameworks.
- Define, monitor, and report on key loyalty and engagement performance indicators.
- Deliver actionable insights, strategic recommendations, and regular performance reviews to senior leadership.
- Partner closely with Marketing, Commercial, Digital, E commerce, Customer Service, Finance, Data & Analytics, and Technology teams.
Qualifications and Experiences
- Bachelor’s degree in Marketing, Business Administration, IT, Computer Science, Data Analytics, or any related field; MBA is preferred.
- Minimum 4 – 6 years of experience in Customer Loyalty, CRM, Customer Engagement, Retention Marketing, or related fields.
- Demonstrated success in designing, launching, and managing end to end loyalty programs.
- Strong hands on experience with CRM, Customer Data Platform (CDP), marketing automation, and loyalty management solutions.
- Proven experience planning, developing, and executing omnichannel customer engagement campaigns.
- Experience managing loyalty and marketing technology vendors.
- Solid understanding of customer lifecycle management, loyalty economics, earn and burn models, customer segmentation, personalization strategies, and data driven marketing practices.
- Experience working with platform integrations, customer data ecosystems, APIs, and data flows.
- Good understanding of the GCC retail, e commerce, and loyalty landscape.
- Fluency in both Arabic and English (written and spoken) is required.
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