Senior Associate - Loyalty Operations

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — 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 a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040. Role summary Support the reliable day-to-day delivery of the loyalty programme across campaigns, member operations, brands, partners and customer care channels. The role ensures accurate platform execution, timely issue resolution, strong operational controls and consistent member experience. What you'll be doing - 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. What you’ll need to succeed - 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. What we can offer you 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

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.