Customer Engagement and Loyalty Leader📣 Job Ad

About Alsulaiman Group

Since 1983, Alsulaiman Group has evolved into a prominent investment group with a portfolio of nine companies. Guided by the legacy of * Sheikh Abdullah Bin Sulaiman AlHamdan and the leadership of * Dr. Ghassan Alsulaiman, the Group focuses on addressing key market gaps, shaping industries, and enhancing customer experiences across the region.

The Role: Customer Engagement and Loyalty Leader

Alsulaiman Group is seeking a Customer Engagement and Loyalty Leader to join its team in Jeddah, Makkah, Saudi Arabia. This full-time role is responsible for developing and delivering customer engagement and loyalty strategies aimed at strengthening customer relationships, increasing retention, and supporting sustainable business growth. The position involves leading the end-to-end management of loyalty programs, from strategy development and execution to performance optimization and continuous improvement, leveraging customer insights, data, loyalty technologies, and digital solutions.

Key Responsibilities

• Develop and lead the Customer Engagement and Loyalty strategy, aligning with corporate objectives and commercial priorities.
• Design, implement, and evolve loyalty program frameworks, including membership structures, tiering models, earn-and-burn mechanics, and engagement journeys.
• Oversee the end-to-end delivery and governance of loyalty programs, including setup, operational execution, campaign deployment, and optimization.
• Manage the loyalty and customer engagement budget, monitoring ROI and developing business cases for new initiatives and technology investments.
• Lead the selection, implementation, and management of loyalty, CRM, CDP, and customer engagement platforms.
• Drive customer acquisition, onboarding, activation, retention, and reactivation initiatives to grow the loyalty member base.
• Execute omnichannel customer engagement strategies across various digital channels, ensuring personalized experiences and compliance with data privacy.
• Leverage customer data, analytics, and segmentation to design personalized customer journeys and targeted campaigns.
• Establish experimentation and continuous improvement frameworks, including A/B and multivariate testing.
• Define, monitor, and report on key loyalty and engagement performance indicators, such as member growth, CLTV, and redemption rates.
• Deliver actionable insights and strategic recommendations to senior leadership and stakeholders.
• Partner with Marketing, Commercial, Digital, E-commerce, Customer Service, Finance, Data & Analytics, and Technology teams.
• Build, lead, and develop a high-performing Customer Engagement and Loyalty team.
• Establish governance frameworks, operating standards, policies, and best practices for loyalty activities.
• Stay informed on industry trends, emerging technologies, and loyalty best practices to enhance the Group’s customer value proposition.

Qualifications and Experience

• Bachelor’s degree in Marketing, Business Administration, IT, Computer Science, Data Analytics, or a related field. An MBA is preferred.
• Minimum of 4–6 years of experience in Customer Loyalty, CRM, Customer Engagement, or Retention Marketing, with a proven ability to balance strategic planning and hands-on execution.
• Demonstrated success in designing, launching, and managing end-to-end loyalty programs that have delivered 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, and journey orchestration.
• Proven experience planning, developing, and executing omnichannel customer engagement campaigns across various digital channels.
• Experience managing loyalty and marketing technology vendors, including solution evaluation, RFP processes, implementation, and contract management.
• 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, and APIs, with the ability to collaborate effectively with Technology, Data, and Product teams.
• Good understanding of the GCC retail, e-commerce, and loyalty landscape, including customer behavior trends and applicable data privacy regulations.

Language Proficiency

Fluency in both Arabic and English, written and spoken, is required for this role.