Chalhoub Group Vice President of Loyalty

About Chalhoub Group

Founded in 1955 by Michel and Widad Chalhoub, Chalhoub Group has grown into a leading partner for luxury across the Middle East. Headquartered in Dubai, the family-owned group brings together international maisons and homegrown concepts across fashion, beauty and lifestyle, combining regional expertise with retail and distribution capabilities. As an employer, it offers career opportunities spanning client experience, brand management, merchandising, logistics and digital innovation. Its multicultural environment connects employees with the evolving expectations of luxury consumers, while its emphasis on learning, entrepreneurship and sustainability provides a distinctive setting for professionals seeking to shape the region’s luxury landscape.

Role & Responsibilities

• Own Group Loyalty (MUSE) end-to-end, including its P&L, revenue, costs, profitability, points liability and breakage, CBCC and Gift Card unit economics, budgeting and forecasting.
• Lead the marketing and engagement agenda against agreed strategic objectives, owning customer and engagement KPIs across acquisition, activation, active membership, retention, frequency, redemption and cross-brand engagement.
• Use programme performance data to guide commercial decisions and priorities across markets and workstreams; remain directly involved in partner negotiations and launch execution, with clear actions, owners and follow-through.
• Lead execution of the Group Loyalty product roadmap, including LMS optimisation to improve reliability and member experience; CBCC launches and scale-up in live and approved upcoming markets, alongside other approved market expansion and partner initiatives; Gift Card commercialisation across B2B, B2C and e-commerce; evolution of the MUSE member app, including SSO and Wallet integration; and Conversational Commerce and Retail Media initiatives in partnership 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.
• 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 with Marketing and CRM to grow adoption and optimise benefits and member journeys.
• Set Loyalty priorities, delivery outcomes and sequencing across dedicated and shared teams, hold workstream owners accountable for milestones, and govern delivery risks, dependencies and investment decisions, escalating with clear options and recommendations when needed.
• Serve 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.
• Lead and develop the existing Loyalty team, establishing clear responsibilities and a culture of ownership, analytical discipline and execution; manage effective ways of working with Product, Analytics and other Omnichannel teams on which Loyalty delivery depends.

Qualifications

• Significant senior leadership experience with demonstrable hands-on responsibility for a live, multi-market loyalty programme or comparably complex rewards business.
• Proven P&L ownership and delivery of measurable commercial results, with a strong working understanding of points liability, breakage, rewards costs and partner economics.
• Evidence of personally diagnosing and resolving operational and commercial problems, rather than solely sponsoring strategy or transformation.
• Strong analytical capability, including the ability to interrogate member, cohort, campaign and financial data, challenge assumptions and translate findings into action.
• Practical experience managing loyalty operations, partner onboarding, launch execution and ongoing programme performance.
• Experience delivering complex initiatives across Product, Technology, Marketing, CRM, Analytics, Finance and Operations.
• Strong understanding of customer propositions, lifecycle management, personalisation, digital member experience and loyalty economics.
• Detailed, current understanding of acquisition, activation, engagement, redemption and retention performance across products and markets.
• Experience negotiating commercial partnerships and managing senior internal and external stakeholders.
• Demonstrated ability to set priorities and secure delivery in a matrix organisation, including through teams outside the direct reporting line.
• Strong people leadership, sound commercial judgement and the ability to move between executive discussions and detailed delivery work.

Skills

Experience

Significant senior leadership experience; hands-on responsibility for a live, multi-market loyalty programme or comparably complex rewards business.

Benefits

Health care, child education contribution, remote and flexible working policies, employee discounts, learning and development opportunities, exposure to different assignments, and internal mobility.

Culture

Chalhoub Group combines its heritage as a family-owned business with the dynamism of the Middle East’s luxury sector, fostering a multicultural workplace rooted in collaboration and long-term relationships. Its culture emphasizes continuous learning, entrepreneurial initiative and excellence in customer experience, encouraging employees to develop their expertise while contributing to the evolution of luxury retail.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.