Senior Associate - Loyalty Operations

Campaign setup & delivery: Review approved campaign briefs, confirm that the mechanics and required inputs are complete, and configure campaigns accurately in the Loyalty Management System (LMS).

Execute end-to-end campaign testing, including eligibility, earn logic, rewards, limits, dates and member journeys; document results and obtain the required approval before launch.

Coordinate complex builds with vendors or platform partners by translating business requirements into clear configuration instructions, tracking dependencies and following through to execution.

Monitor live campaigns and loyalty transactions, promptly flagging incorrect rewards, missing points, eligibility issues or other execution discrepancies for investigation and correction.

Operational support & issue resolution: Manage escalated member cases involving account access, profiles, enrolment, points, tiers and redemptions; review available system evidence and coordinate resolution with Customer Care, Technology, Analytics or vendors.

Identify recurring operational issues, maintain root-cause and action logs, and recommend practical process, control or system improvements to reduce repeat cases.

Platform testing & controls: Support UAT and end-to-end validation for new features, integrations, loyalty rules and system changes; record defects, retest fixes and confirm operational readiness.

Brand & partner operations: Support the onboarding and LMS setup of new sponsors and earn/redemption partners, ensuring configurations and operational requirements are validated before activation.

Process approved brand and store activations/deactivations, verify setup accuracy and maintain up-to-date activation records across relevant markets.

Reporting & data integrity: Maintain operational trackers and prepare regular reports covering member activity, redemptions, campaigns, ticket resolution and Customer Care performance, with clear commentary on issues and trends.

Support points reconciliation and cross-system data validation; identify anomalies, gather evidence and coordinate investigation through to closure.

Process documentation & service quality: Maintain SOPs, playbooks, FAQs and support guidance; conduct or support Customer Care audits and follow up on improvement actions to strengthen consistency and member experience.

3-4 years of experience in loyalty, CRM, campaign operations, customer operations, retail operations or a similar environment.

Exposure to loyalty/CRM platforms, ticketing tools and UAT is preferred.

Strong working knowledge of Microsoft Excel is required.

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.