Chalhoub Group
Vice President, Loyalty
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
- Urgent
Job expiry date: 09/12/2026
Job overview
Date posted
25/10/2026
Location
Dubai, United Arab Emirates
Salary
AED 40,000 - 50,000 per month
Compensation
Comprehensive package + relocation
Experience
5 - 10 yrs
Seniority
VP/Executive
Qualification
Bachelors degree
Expiration date
09/12/2026
Job description
Reporting to the Chief Omnichannel & AI Officer, this Vice President is the single commercially accountable owner of MUSE, Chalhoub Group's loyalty programme, and its customer value proposition. Chalhoub runs more than 950 stores, online platforms and mobile apps across luxury fashion, beauty, jewellery, watches and eyewear, so the programme reaches a large and varied membership. The P&L is yours end to end, covering revenue, costs, points liability and breakage, and CBCC and Gift Card unit economics. Expect to work directly with financial and member data, sit in partner negotiations and fix delivery issues yourself rather than set strategy from a distance. On the product side, the roadmap runs from LMS optimisation and CBCC scale-up across new markets to Gift Card commercialisation across B2B, B2C and e-commerce. MUSE member app work, including SSO and Wallet integration, sits alongside Conversational Commerce and Retail Media initiatives delivered with the AI Lab and Central Marketing. Priorities you set apply across dedicated and shared teams, even though shared functions keep their own reporting lines. Acquisition, activation, retention, redemption and cross-brand engagement KPIs all sit with you, as does the commercial evolution of the MUSE and Elite propositions. Candidates need significant senior experience running a live, multi-market loyalty programme, with proven P&L ownership and a strong grasp of points liability, breakage and partner economics.
Required skills
Key responsibilities
- Own the Group Loyalty P&L end to end, including revenue, costs, profitability, points liability, breakage, CBCC and Gift Card unit economics, budgeting and forecasting
- Direct the marketing and engagement agenda and own customer KPIs across acquisition, activation, active members, retention, frequency, redemption and cross-brand engagement
- Steer commercial decisions and priorities across markets and workstreams using programme performance data
- Negotiate with partners and stay directly involved in launch execution with clear actions, owners and follow-through
- Execute the Group Loyalty product roadmap, including LMS optimisation, MUSE app evolution with SSO and Wallet integration, Conversational Commerce and Retail Media
- Scale CBCC launches across live and approved markets and commercialise Gift Cards across B2B, B2C and e-commerce
- Define business requirements, prioritisation, launch readiness and post-launch performance with specialist delivery teams
- Evolve the MUSE and Elite propositions with Marketing and CRM to keep them differentiated and financially sustainable
- Set Loyalty priorities, delivery outcomes and sequencing across dedicated and shared teams, holding workstream owners to milestones
- Maintain governance over delivery risks, dependencies and investment decisions, escalating with clear options
- Act as the senior Loyalty business owner for internal and external stakeholders, personally resolving issues that block execution
- Develop the Loyalty team with clear responsibilities and a culture of ownership and analytical discipline
- Establish clear ways of working with Product, Analytics and other Omnichannel teams
Experience & skills
- Bring significant senior leadership experience with hands-on responsibility for a live, multi-market loyalty programme or comparable rewards business
- Demonstrate proven P&L ownership and measurable commercial results, with a working understanding of points liability, breakage, rewards costs and partner economics
- Show evidence of personally diagnosing and resolving operational and commercial problems
- Interrogate member, cohort, campaign and financial data and translate findings into action
- Offer practical experience in loyalty operations, partner onboarding, launch execution and programme performance
- Have experience delivering complex initiatives across Product, Technology, Marketing, CRM, Analytics, Finance and Operations
- Understand customer propositions, lifecycle management, personalisation, digital member experience and loyalty economics
- Possess experience negotiating commercial partnerships and managing senior stakeholders
- Secure delivery in a matrix organisation, including through teams outside the direct reporting line
- Balance executive discussions with detailed delivery work using sound commercial judgement