Customer Engagement and Loyalty Leader📣 Job Ad

About the Role

Alsulaiman Group, a prominent investment entity since 1983, is seeking a Customer Engagement and Loyalty Leader to join their team in Jeddah, Makkah, Saudi Arabia. The Group, guided by visionary leadership, has built a portfolio of nine companies focused on addressing market needs and enhancing customer experiences. This role is central to developing and implementing strategies that strengthen customer relationships, improve retention, and foster sustainable business growth across the Group's diverse brands.

The Customer Engagement & Loyalty Leader will oversee the complete lifecycle of loyalty programs. This involves utilizing customer insights, data, and digital solutions to create personalized and seamless experiences. The primary objective is to boost customer engagement, maximize customer lifetime value, encourage repeat business, and achieve measurable improvements in both customer satisfaction and commercial performance.

Key Responsibilities

• Develop and lead the comprehensive Customer Engagement and Loyalty strategy, ensuring alignment with corporate objectives, customer retention goals, and commercial priorities.
• Design, implement, and refine loyalty program frameworks, including membership structures, tiering models, earn-and-burn mechanics, rewards, benefits, and engagement journeys tailored to each brand's customer lifecycle strategy.
• Manage the end-to-end delivery and governance of loyalty programs, covering program setup, operational execution, campaign deployment, partner integration, performance monitoring, and ongoing optimization.
• Oversee the loyalty and customer engagement budget, ensuring effective resource allocation, ROI monitoring, and the development of business cases for new initiatives, enhancements, and technology investments.
• Lead the selection, implementation, and management of loyalty, CRM, CDP, and customer engagement platforms, ensuring optimal vendor performance, contractual compliance, system effectiveness, and scalability.
• Drive initiatives for customer acquisition, onboarding, activation, retention, and reactivation to expand the loyalty member base and increase customer engagement across all brands and channels.
• Develop and execute omnichannel customer engagement strategies across email, SMS, push notifications, WhatsApp, in-app, web, and emerging channels, ensuring consistent, relevant, and personalized customer experiences while adhering to data privacy regulations and communication preferences.
• Leverage customer data, analytics, and segmentation to design personalized customer journeys and targeted campaigns that enhance engagement, loyalty, customer experience, and commercial performance.
• Establish a culture of experimentation and continuous improvement through testing and optimization frameworks, including A/B and multivariate testing, to enhance campaign effectiveness, customer engagement, and conversion rates.
• Define, monitor, and report on key loyalty and engagement performance indicators, such as member growth, active member rate, retention, Customer Lifetime Value (CLTV), redemption rate, recency, frequency, ROI, campaign performance, and customer engagement metrics.
• Deliver actionable insights, strategic recommendations, and regular performance reviews to senior leadership and key stakeholders, translating customer and program data into business opportunities and improvement initiatives.
• Collaborate closely with Marketing, Commercial, Digital, E-commerce, Customer Service, Finance, Data & Analytics, and Technology teams to ensure seamless execution of loyalty and customer engagement initiatives across the Group.
• Build, lead, and develop a high-performing Customer Engagement and Loyalty team by setting clear objectives, managing performance, strengthening capabilities, and fostering a customer-centric and data-driven culture.
• Establish governance frameworks, operating standards, policies, and best practices to ensure consistency, compliance, and operational excellence across all loyalty and customer engagement activities, brands, and markets.
• Stay informed about industry trends, emerging technologies, customer engagement innovations, and loyalty best practices, proactively identifying opportunities to enhance the Group's customer value proposition and competitive advantage.

Qualifications and Requirements

• Bachelor's degree in Marketing, Business Administration, IT, Computer Science, Data Analytics, or a related field. An MBA is preferred.
• A minimum of 4 to 6 years of experience in Customer Loyalty, CRM, Customer Engagement, Retention Marketing, or related fields, with a demonstrated ability to balance strategic planning and hands-on execution.
• Proven success in designing, launching, and managing end-to-end loyalty programs that deliver measurable improvements in customer acquisition, retention, engagement, and revenue growth.
• Strong hands-on experience with CRM, Customer Data Platform (CDP), marketing automation, and loyalty management solutions, including campaign configuration, audience segmentation, journey orchestration, and performance analysis.
• Demonstrated experience in planning, developing, and executing omnichannel customer engagement campaigns across email, SMS, push notifications, WhatsApp, web, and mobile applications.
• Experience managing loyalty and marketing technology vendors, including solution evaluation, RFP processes, implementation, onboarding, contract management, and performance governance.
• Solid understanding of customer lifecycle management, loyalty economics, earn-and-burn models, customer segmentation, personalization strategies, and data-driven marketing practices.
• Experience working with platform integrations, customer data ecosystems, APIs, and data flows, with the ability to collaborate effectively with Technology, Data, and Product teams.
• A good understanding of the GCC retail, e-commerce, and loyalty landscape, including customer behavior trends, market dynamics, and applicable data privacy and communication regulations.
• Fluency in both Arabic and English (written and spoken) is required.

Required Skills

• Customer Loyalty
• CRM
• Customer Engagement
• Retention Marketing
• Strategy Development
• Program Execution
• Performance Optimization
• Customer Insights
• Data Analysis
• Digital Solutions
• Customer Lifetime Value (CLTV)
• Omnichannel Marketing
• Personalization
• A/B Testing
• Multivariate Testing
• Performance Reporting
• Team Leadership
• Budget Management
• Vendor Management
• Customer Data Platform (CDP)
• Marketing Automation
• Journey Orchestration
• Customer Lifecycle Management
• Loyalty Economics
• Data Privacy Regulations
• GCC Retail Landscape
• E-commerce

Work Environment

This is a full-time position located in Jeddah, Makkah, Saudi Arabia. The role involves working within the Alsulaiman Group, a dynamic investment force with a diverse portfolio of companies.