Roles & Responsibilities

1. Loyalty & CRM Operations (Primary Focus)

– Support execution and monitoring of loyalty earn & burn rules, bonus points, coupons, vouchers, and tier benefits.

– Coordinate with Customer Support and Operations on missing points, customer queries, and issue resolution.

– Assist in ensuring POS and e-commerce systems are correctly mapped for loyalty transactions.

– Support contract-related coordination including documentation follow-ups, implementation tracking, and vendor coordination.

1. Loyalty in the E-commerce App

– Manage the loyalty side of the Talal e-commerce app, from integration through launch and ongoing operation, by providing loyalty rules and requirements to the product owner and coordinating with IT and vendors.

– Test and validate loyalty features in the app (sign-up, points earn and burn, coupons, member matching) before launch and with each release.

– Monitor loyalty performance in the app (linked members, online earn and redemption, issues raised) and recommend improvements.

– Prepare loyalty inputs for launch, including customer communication and store and Customer Support guidance.

1. CRM Campaign Execution & Calendar Management

– Assist in maintaining and executing the CRM and loyalty campaign calendar aligned with business priorities.

– Support campaign execution across App, SMS, Email, WhatsApp, and in-store channels.

– Perform campaign QA checks including audience validation, offer logic, and timelines.

1. Reporting, Analysis & Business Support

– Prepare regular CRM and loyalty performance reports for management review.

– Track key KPIs such as member enrollments, engagement, redemptions, and campaign responses.

– Support ad-hoc analysis related to promotions, customer behavior, and business performance.

– Assist senior team members with data preparation for reviews and presentations.

1. Store Coordination & Adoption

– Coordinate with Operations and store teams for loyalty enrollment drives and in-store adoption.

– Support preparation of store communication, scripts, and promotional materials.

– Track store-wise loyalty performance and highlight gaps for corrective actions.

1. Cross-Functional & Cross-Department Support

– Work closely with Marketing, Operations, Procurement, Warehouse, IT/Data, Finance, and Customer Support teams.

– Support marketing initiatives beyond loyalty as assigned, including promotions, flyers, and seasonal campaigns.

– Participate in internal meetings related to business acceleration and promotional planning.

1. Data Quality, Compliance & Process Discipline

– Ensure accurate customer data capture including consent and preferences across store and app.

– Support internal data checks and reporting accuracy.

– Adhere to UAE PDPL, company policies, and internal process guidelines.