Senior Business Analyst (Customer) at Chalhoub Group

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

22 Feb, 26

Salary

0.0

Posted On

24 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Business Analysis, Functional Design, Loyalty Management, CRM, Data Governance, Process Mapping, UAT Execution, Agile Delivery, Stakeholder Management, Collaboration, SessionM, Salesforce, JIRA, Confluence, Customer Engagement, Data-Driven Decision-Making

Industry

Retail Luxury Goods and Jewelry

Description

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work® certification in several markets. Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040. What You'll Be Doing This is a fantastic opportunity for a Senior Business Analyst to join a leading retail group in the Middle East, working as part of the Customer Technology Team. You will be responsible for driving key initiatives across Loyalty Management (SessionM), Gift Cards (Qwikcilver), and integrated Customer Experience platforms (Salesforce CRM & Marketing Cloud, etc.). This role will lead the definition, design, and delivery of functional requirements across multi-brand initiatives — ensuring seamless integration of customer, loyalty, and commerce data across systems. The successful candidate will partner closely with business and technical teams to optimize loyalty program operations, streamline reward journeys, and enhance customer experiences across online and offline channels. You will act as a bridge between business stakeholders, product managers, and technical teams, ensuring clear documentation, smooth execution, and continuous improvement of Chalhoub’s customer engagement ecosystem. Business Analysis & Functional Design •Lead requirements gathering and documentation for Loyalty and Gift Card projects across multiple brands and markets. •Translate business needs into detailed functional requirements, process flows, user stories, and data flow mappings. •Partner with enterprise and solution architects to ensure SessionM configurations, data models, and integrations (with Service Cloud, Marketing Cloud, POS, and E-commerce, Loyalty Web & App) meet business objectives. •Define and validate functional designs for new program rules and capabilities, earning/redemption logic, campaign automation, and triggers. •Maintain a clear traceability between business needs, design decisions, and delivered functionality. •Partner with technical teams to validate data models, API payloads, and event triggers across customer systems. •Create and maintain user stories, acceptance criteria, and functional documentation in JIRA/Confluence. •Drive backlog grooming, feature prioritization, and sprint delivery aligned with PI planning cycles. •Champion best practices, templates, and frameworks that improve the quality and consistency of BA deliverables across projects. •Provide guidance and peer support to junior BAs on requirement elicitation, documentation standards, and stakeholder engagement. •Along with other Senior Bas, contribute to the development of the Tech and Data BA capability, including onboarding materials, process documentation, and knowledge-sharing sessions. Cross-Functional Collaboration •Collaborate with Product, Loyalty, CRM, E-commerce, Retail, and Finance teams to define requirements and align use cases with business value. •Coordinate with external vendors and partners to manage solution design, configurations, and delivery milestones. •Facilitate design workshops, requirement walkthroughs, and UAT sessions across brands and markets. •Identify and escalate cross-system or vendor-related challenges early, ensuring timely decision-making and effective issue resolution. •Communicate progress, dependencies, and risks clearly to stakeholders across multiple functions, translating technical concepts into business-friendly language to drive alignment and delivery confidence. Data Integrity & Process Governance •Ensure accurate synchronization of customer and loyalty data between SessionM, CRM, and other systems (POS, SFCC, Shopify, Data Warehouse). •Partner with Data and other Tech teams to address data inconsistencies and define data validation logic. •Define metrics and dashboards to monitor adoption, enrollment quality, reward utilization, and system reconciliation. •Document process improvements and recommend automation opportunities to enhance operational efficiency. Testing, Validation & Deployment Support •Develop and execute Functional, SIT, and UAT test cases to validate integrations and business rules, ensuring comprehensive coverage of business rules and edge cases. •Support defect management, root cause analysis, and post-deployment validation across multiple environments. •Support test coordination with vendors and brand teams, validating outcomes across integrated systems. •Ensure readiness for business go-live through training documentation, knowledge transfer sessions, demos, and rollout communication. Continuous Improvement & Innovation •Stay current on SessionM platform capabilities, new releases, and loyalty best practices. •Evaluate opportunities to expand omnichannel experiences, proactively identify areas for process optimization, automation, and improved program configurations to enhance customer engagement and operational efficiency. What You’ll Need To Succeed Technical Experience Bachelor’s degree in Business, Computer Science, or a related field 5+ years of experience as a Business Analyst or Functional Consultant in Loyalty, CRM, or Martech projects. Proven experience with SessionM Loyalty or equivalent loyalty platforms (e.g., SessionM, Capillary, Gravty, Comarch). Working knowledge of Gift Card & Co-Branded credit card capabilities preferred. Familiarity with Salesforce Service Cloud / Marketing Cloud and MuleSoft integrations. Experience with Customer & Loyalty Journeys, CRM and marketing concepts is necessary. Strong proficiency in requirements documentation, process mapping, and UAT execution. Excellent understanding of data governance, integration dependencies, and reporting structures. Hands-on experience with JIRA, Confluence, Lucidchart, or Miro for managing requirements and workflows. Exposure to Agile delivery frameworks (Scrum, SAFe) and vendor collaboration. Ideal Profile Seasoned Business Analyst with experience leading complex, multi-stakeholder projects across CRM, Loyalty, or Martech domains. Demonstrates leadership through influence — mentoring junior BAs, setting quality standards, and fostering a culture of analytical excellence. Strong collaborator with proven ability to build trust and alignment across technical and business teams. Excellent communication and stakeholder management skills; able to simplify complexity and drive consensus at all levels. Analytical, structured, and detail-oriented, with a deep understanding of business processes and data flows. Self-motivated and organized, capable of working independently while managing priorities to meet strategic goals. Thrives in a fast-paced, evolving environment that values accountability, agility, and innovation. Passionate about customer engagement, loyalty innovation, and data-driven decision-making. What We Can Offer You With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day. We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts. We Invite All Applicants to Apply It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity. We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.

Responsibilities

The Senior Business Analyst will drive key initiatives across Loyalty Management, Gift Cards, and integrated Customer Experience platforms. This role involves leading the definition, design, and delivery of functional requirements while ensuring seamless integration of customer data across systems.