Head of Loyalty

Overview

Black & Grey HR is partnering with a well-established retail group in Saudi Arabia to recruit a results-driven Head of Loyalty to lead the design, execution, and optimization of customer loyalty and engagement strategies across the group’s retail formats.

• Develop and execute a comprehensive loyalty and CRM strategy aligned with business, commercial, and brand objectives.
• Design, launch, and continuously optimize loyalty programs including points, tiers, rewards, partnerships, and personalized offers.
• Drive customer retention, frequency, basket size, and lifetime value through data-driven initiatives.
• Leverage customer data, analytics, and insights to segment customers and deliver targeted, personalized campaigns.
• Own and track loyalty KPIs, ROI, and performance dashboards, presenting insights and recommendations to senior leadership.
• Lead loyalty integration across digital platforms, mobile apps, e-commerce, POS, and in-store touchpoints.
• Collaborate with marketing, merchandising, pricing, operations, IT, and finance teams to align loyalty initiatives.
• Identify, negotiate, and manage strategic partnerships with banks, fintechs, FMCG brands, and external vendors.
• Oversee loyalty technology platforms, CRM systems, and third-party service providers.
• Build, lead, and mentor a high-performing loyalty and CRM team.

• Bachelor’s degree in Marketing, Business, Analytics, or a related field.
• 8+ years of experience in loyalty, CRM, customer engagement, or data-driven marketing, preferably within retail, FMCG, or supermarket environments.
• Proven experience in designing and scaling successful loyalty programs in large, multi-store operations.
• Strong analytical skills with hands-on experience using CRM platforms, customer data, and reporting tools.
• Excellent stakeholder management, leadership, and communication skills.
• Experience in the GCC or Middle East retail market is highly preferred.

Attractive Salary + Benefits