Customer Engagement and Loyalty Leader Full Time NEW

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, the Group has redefined what it means to build businesses with purpose.

Today, it stands as a leading investment group with a portfolio of nine companies, each addressing key gaps in the regional market while shaping industries and elevating customer experiences.

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.

Working closely with cross-functional teams, the role leverages customer insights, data, loyalty technologies, and digital solutions to create seamless and personalized customer experiences. The position aims to grow customer engagement, increase customer lifetime value, drive repeat behavior, and deliver measurable impact on customer and commercial performance.

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 tailored to each brand’s customer lifecycle strategy.
• 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, enhancements, and technology investments.
• Lead the selection, implementation, and management of loyalty, CRM, CDP, and customer engagement platforms, ensuring optimal vendor performance, contractual compliance, system effectiveness, and scalability.
• Drive customer acquisition, onboarding, activation, retention, and reactivation initiatives to grow the loyalty member base and increase customer engagement across all brands and channels.
• Develop and execute omnichannel customer engagement strategies across email, SMS, push notifications, WhatsApp, in-app, web, and emerging channels, ensuring consistent, relevant, and personalized customer experiences while adhering to data privacy regulations and communication preference requirements.
• Leverage customer data, analytics, and segmentation to design personalized customer journeys and targeted campaigns that improve engagement, loyalty, customer experience, and commercial performance.
• Establish a culture of experimentation and continuous improvement by implementing testing and optimization frameworks, including A/B and multivariate testing, to enhance campaign effectiveness, customer engagement, and conversion rates.
• Define, monitor, and report on key loyalty and engagement performance indicators, including member growth, active member rate, retention, Customer Lifetime Value (CLTV), redemption rate, recency, frequency, ROI, campaign performance, and customer engagement metrics.
• Deliver actionable insights, strategic recommendations, and regular performance reviews to senior leadership and key stakeholders, translating customer and program data into business opportunities and improvement initiatives.
• Partner closely with Marketing, Commercial, Digital, E-commerce, Customer Service, Finance, Data & Analytics, and Technology teams to ensure seamless execution of loyalty and customer engagement initiatives across the Group.
• Build, lead, and develop a high-performing Customer Engagement and Loyalty team by setting clear objectives, managing performance, strengthening capabilities, and fostering a customer-centric and data-driven culture.
• Establish governance frameworks, operating standards, policies, and best practices to ensure consistency, compliance, and operational excellence across all loyalty and customer engagement activities, brands, and markets.
• Stay ahead of industry trends, emerging technologies, customer engagement innovations, and loyalty best practices, proactively identifying opportunities to enhance the Group’s customer value proposition and competitive advantage.

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, with a proven ability to balance strategic planning and hands-on execution.
• Demonstrated success in designing, launching, and managing end-to-end loyalty programs that deliver measurable improvements in customer acquisition, retention, engagement, and revenue growth.
• Strong hands-on experience with CRM, Customer Data Platform (CDP), marketing automation, and loyalty management solutions, including campaign configuration, audience segmentation, journey orchestration, and performance analysis.
• Proven experience planning, developing, and executing omnichannel customer engagement campaigns across email, SMS, push notifications, WhatsApp, web, and mobile applications.
• Experience managing loyalty and marketing technology vendors, including solution evaluation, RFP processes, implementation, onboarding, contract management, and performance governance.
• 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, with the ability to effectively collaborate with Technology, Data, and Product teams.
• Good understanding of the GCC retail, e-commerce, and loyalty landscape, including customer behavior trends, market dynamics, and applicable data privacy and communication regulations.
• Fluency in both Arabic and English (written and spoken) is required.