Director – Omni-Channel (Beauty Division)

Location: Dubai, UAE
Employment Type: Full-Time
Department: eCommerce / Omni-Channel
Industry: Luxury Retail – Beauty

Chalhoub Group is seeking a Director – Omni-Channel to lead and scale the Beauty division’s end-to-end omni-channel strategy. This senior leadership role sits at the intersection of commercial performance, customer experience, digital innovation, and data-driven growth, with full ownership of eCommerce and CRM performance across multiple luxury and premium beauty brands.

The role will define and execute a seamless omni-channel ecosystem across retail, eCommerce, CRM, and digital touchpoints, driving profitable growth, customer lifetime value, and long-term brand equity.

Key Responsibilities

Omni-Channel Strategy & Execution

• Define and execute the end-to-end omni-channel strategy for the Beauty division across retail, eCommerce, CRM, and digital platforms

• Ensure a seamless, consistent, and premium customer experience across all consumer touchpoints

• Translate strategic objectives into scalable execution across brands and markets

eCommerce Leadership & P&L Ownership

• Lead and scale the eCommerce function, including trading, performance marketing, operations, and commercial execution

• Own full eCommerce P&L, ensuring profitable growth and sustainable margin performance

• Drive continuous optimization of conversion, traffic, assortment, pricing, and fulfillment models

CRM & Customer Value Growth

• Own and evolve the CRM strategy to strengthen customer acquisition, engagement, retention, and lifetime value

• Leverage data, segmentation, personalization, and loyalty initiatives to deepen customer relationships

• Partner with central teams to maximize CRM tools, platforms, and analytics

Performance, Analytics & Governance

• Monitor and analyze omni-channel performance, translating insights into clear growth and optimization initiatives

• Define and manage omni-channel budgets, ensuring strong ROI and alignment with business priorities

• Establish KPIs, dashboards, and governance frameworks to drive accountability and performance

Cross-Functional & Stakeholder Leadership

• Partner closely with Marketing, Commercial, Retail, Technology, and Central Omni-Channel teams to ensure integrated execution

• Influence senior stakeholders and operate effectively within a complex, matrix organization

• Ensure consistency and alignment across multiple brands and platforms

Innovation & Future Readiness

• Stay ahead of industry trends, emerging technologies, and best practices in luxury omni-channel retail

• Drive innovation in customer experience, digital capabilities, and operating models

• Support transformation initiatives that future-proof the Beauty division

Team Leadership & Culture

• Build, mentor, and lead high-performing eCommerce and CRM teams

• Foster a collaborative, customer-centric, and results-driven culture

• Develop strong succession pipelines and talent capabilities

What You’ll Need to Succeed

• 10+ years of senior leadership experience in eCommerce, digital, or omni-channel roles within luxury or premium retail

• Proven track record of scaling profitable eCommerce businesses across multiple markets

• Strong P&L ownership experience with clear commercial accountability

• Deep understanding of omni-channel retail models, customer experience excellence, and data-driven decision-making

• Highly analytical mindset with the ability to convert insights into scalable execution

• Strong leadership presence with the ability to influence senior stakeholders

• Experience operating in regional or international environments within fast-paced, multicultural organizations

• Luxury beauty experience strongly preferred; luxury or premium fashion experience may be considered

What We Can Offer You

• A senior leadership role with significant strategic and commercial impact

• Exposure across one of the largest luxury retail ecosystems in the Middle East

• Continuous learning, development, and internal mobility opportunities

• Competitive benefits package including:

  • Health care

  • Child education contribution

  • Flexible and remote working policies

  • Exclusive employee discounts

Diversity & Inclusion

Chalhoub Group is committed to building a diverse, inclusive, and people-first culture. We welcome applicants of all backgrounds and ensure equal opportunity regardless of gender, age, race, religion, nationality, or disability status.

About Chalhoub Group

Founded in 1955, Chalhoub Group is the leading partner for luxury in the Middle East, with expertise across retail, distribution, and marketing. With operations in multiple countries and a portfolio spanning luxury fashion, beauty, watches, jewellery, and lifestyle brands, the Group continues to shape the future of luxury retail through innovation, sustainability, and customer obsession.