Senior Associate - Loyalty Operations

Role Overview

Senior Associate - Loyalty Operations at Chalhoub Group, supporting the reliable day-to-day delivery of the loyalty programme across campaigns, member operations, brands, partners and customer care channels.

Company Overview

Chalhoub Group has been a partner and creator of luxury experiences in the Middle East for over seven decades. The Group operates as a hybrid luxury retailer with a portfolio of over 10 owned brands and distribution for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. The Group brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. The Greenhouse serves as the Group's innovation hub, incubator, and accelerator for startups and emerging businesses regionally and globally. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and is a member of the United Nations Global Compact, a signatory of the Women's Empowerment Principles, and has pledged to reach Net Zero by 2040.

Role Purpose

Ensure accurate platform execution, timely issue resolution, strong operational controls and consistent member experience across the loyalty programme, supporting reliable day-to-day delivery across campaigns, member operations, brands, partners and customer care channels.

Key Responsibilities

Campaign Setup & Delivery

• Review approved campaign briefs and confirm that the mechanics and required inputs are complete.
• 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 testing results and obtain required approval before launch.
• Monitor live campaigns and loyalty transactions, promptly flagging incorrect rewards, missing points, eligibility issues or other execution discrepancies for investigation and correction.

Partner & Vendor Coordination

• Coordinate complex builds with vendors or platform partners by translating business requirements into clear configuration instructions.
• Track dependencies and follow through to execution.

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 and maintain root-cause and action logs.
• 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.
• Ensure 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.
• Provide 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.

Qualifications & 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.

Additional Information

• Competitive benefits package including health care, child education contribution, remote and flexible working policies and exclusive employee discounts.
• Learning and development opportunities and exposure to different assignments within the role or through internal mobility.
• Diverse career paths available within the Group.