Senior Associate – Loyalty Operations (CVP)

Location: Dubai, UAE
Industry: Luxury Retail
Function: Marketing, Advertising & PR
Employment Type: Full Time

Chalhoub Group, the leading luxury retail partner in the Middle East, is seeking a Senior Associate – Loyalty Operations to support the execution and optimization of its Customer Value Proposition (CVP) across digital and physical touchpoints. This role plays a critical operational role in ensuring seamless rewards redemption, benefits management, partner coordination, and customer experience delivery across app, web, and in-store channels.

The ideal candidate combines operational excellence with a strong customer-centric mindset and experience in loyalty, CRM, or e-commerce environments.

Key Responsibilities

Redemption Operations

• Manage daily processing of loyalty redemption requests across app, web, and in-store channels.

• Monitor fulfillment timelines, resolve operational issues, and handle escalations efficiently.

• Validate member eligibility, points deductions, and transaction accuracy.

Rewards Catalogue & Content Management

• Maintain and update the rewards and benefits catalogue, including content, points value, and terms & conditions.

• Monitor inventory levels and coordinate replenishment with internal teams and external partners.

• Ensure timely publishing and prioritisation of offers based on agreed calendars.

Partner & Vendor Coordination

• Act as the main operational contact for vendors, partner brands, and logistics providers.

• Support partner onboarding, documentation, and SLA compliance monitoring.

Customer Experience & Support

• Collaborate with Customer Service teams to resolve redemption-related queries and complaints.

• Support continuous improvement of processes, FAQs, and in-app redemption journeys through QA and feedback analysis.

Campaigns, Activations & Launches

• Support the operational execution of loyalty campaigns, promotions, and activations.

• Participate in UAT testing and ensure alignment between Marketing, CRM, Digital, and Operations teams.

Reporting & Analysis

• Prepare regular reports on redemption performance, delivery timelines, issues, and customer satisfaction.

• Identify operational inefficiencies and recommend data-driven process improvements.

Compliance & Governance

• Ensure adherence to rewards T&Cs, privacy regulations, and internal governance standards.

• Maintain accurate process documentation and operational playbooks.

Requirements

Qualifications & Experience

• Bachelor’s Degree in Business Administration, Marketing, or a related field.

• 4+ years of experience in operational roles within loyalty programs, CRM, marketing operations, e-commerce, or catalogue management.

• Experience working with points-based loyalty programmes or CRM platforms is a strong advantage.

• Exposure to luxury retail environments is preferred.

Skills & Competencies

• Strong customer-service orientation with sensitivity to premium brand experiences.

• Analytical mindset with advanced Excel skills.

• Highly organized, detail-oriented, and capable of managing multiple workflows simultaneously.

• Strong cross-functional communication and stakeholder coordination skills.

What We Offer

• Career development through structured learning, internal mobility, and cross-functional exposure.

• Competitive benefits including healthcare, education support, flexible working policies, and employee discounts.

• An inclusive, people-first culture recognized as a Great Place to Work®.

• The opportunity to contribute to the evolution of luxury omnichannel and loyalty experiences.