Vice President - Loyalty

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. What you'll be doing The VP – Loyalty is the single commercially accountable owner for Group Loyalty (MUSE) and its customer value proposition, with end-to-end responsibility for P&L, operational performance and delivery. Reporting to the Chief Omnichannel & AI Officer, the VP owns Loyalty’s operating strategy — translating the Group’s direction into prioritised operating plans, measurable commercial outcomes and effective execution. This is a hands-on role: working directly with financial and member data, resolving delivery issues personally, and driving stakeholder and partner engagement — contributing evidence and commercial insight to strategy, rather than serving primarily as a strategy-setting position. The VP sets Loyalty’s priorities and delivery outcomes across dedicated and shared teams; this does not change the organisational reporting lines of shared functions. Commercial, Customer & Programme Performance - Own the Group Loyalty P&L end-to-end — revenue, costs, profitability, points liability/breakage, CBCC and Gift Card unit economics, budgeting and forecasting. - Lead the marketing and engagement agenda in line with agreed strategic objectives; own the programme’s customer and engagement KPIs across acquisition, activation, active members, retention, frequency, redemption and cross-brand engagement. Hands-on Operational & Commercial Delivery - Use programme performance data to drive commercial decisions and priorities across markets and workstreams; stay directly involved in partner negotiations and launch execution, with a disciplined cadence of clear actions, owners and follow-through. Product Delivery - Lead execution of the Group Loyalty product roadmap, including: - LMS optimisation, improving reliability and member experience. - CBCC launch execution and scale-up across live and approved upcoming markets, alongside other approved market expansion and partner initiatives. - Gift Card commercialisation across B2B, B2C and e-commerce channels. - Evolution of the MUSE member app, including SSO and Wallet integration. - Delivery of Conversational Commerce and Retail Media initiatives within the agreed roadmap, working closely with the AI Lab and Central Marketing team. - Own business requirements, prioritisation, launch readiness and post-launch performance, partnering with specialist teams on technical delivery and controls. Customer Value Proposition & Member Experience - Own the commercial evolution of the MUSE and Elite propositions — ensuring differentiation, financial sustainability and consistent delivery across channels and touchpoints; use customer insight and performance data, working with Marketing and CRM, to grow adoption and continuously optimise benefits and member journeys. Governance & Shared-team Delivery - Set Loyalty priorities, delivery outcomes and sequencing across dedicated and shared teams, holding workstream owners accountable for agreed milestones; maintain governance over delivery risks, dependencies and investment decisions, escalating with clear options and recommendations where needed. Stakeholder & Partner Leadership - Act as the senior Loyalty business owner for key internal and external stakeholders and partners, building alignment on shared goals and personally resolving issues that impede execution. Team & Capability Leadership - Lead and develop the existing Loy

Minimum qualifications are not clearly stated as a separate section in the posting.

The VP – Loyalty is the single commercially accountable owner for Group Loyalty (MUSE) and its customer value proposition, with end-to-end responsibility for P&L, operational performance and delivery. Responsibilities include owning the Group Loyalty P&L end-to-end (revenue, costs, profitability, points liability/breakage, CBCC and Gift Card unit economics, budgeting and forecasting), leading marketing and engagement, driving commercial decisions across markets, negotiating with partners, executing the Group Loyalty product roadmap (LMS optimisation, CBCC launch, Gift Card monetisation, MUSE app evolution, Conversational Commerce and Retail Media), delivering customer value proposition & member experience, governance and shared-team delivery, stakeholder & partner leadership, and team capability leadership.