Our client in Kuwait from leading retail store chain is seeking a dynamic, strategic, and customer-focused Loyalty & CRM Manager to lead and optimize our customer loyalty programs, contact center operations, and customer relationship management initiatives across all branches and channels in Kuwait. This role is critical in driving customer satisfaction, retention, and lifetime value through seamless and personalized experiences. Key Responsibilities: 1. Strategic Leadership & Management • Lead and manage three core customer-facing sub-departments: Loyalty, Contact Center, and Customer Relationship Management (CRM). • Develop and execute a comprehensive customer experience strategy aligned with the company’s growth and brand values. • Set KPIs and performance metrics for each sub-department and ensure continuous improvement. 2. Loyalty Program Management • Oversee the planning, execution, and optimization of loyalty program. • Use data analytics to drive member engagement, increase repeat visits, and enhance program value. • Identify and implement new customer rewards, partnerships, and tiered program strategies. • Liase with key stakeholders and internal departments to maximize the loyalty program’s exclusive member pricing and offering. 3. Contact Center Oversight • Supervise the customer contact center operations ensuring high service standards across inbound and outbound communications. • Implement training, scripts, and tools to improve customer interactions, reduce resolution time, and improve satisfaction scores (CSAT, NPS, etc.). • Ensure proper escalation handling and continuous agent performance monitoring. 4. Customer Relationship Management (CRM) • Manage CRM platforms and initiatives to drive segmentation, personalized communication, and data-driven marketing. • Oversee customer data collection, hygiene, and compliance with local data protection regulations. • Collaborate with Marketing and IT to automate campaigns, customer journeys, and customer lifecycle touchpoints. 5. Cross-Functional Collaboration • Work closely with Marketing, Operations, IT, and Store Managers to align customer experience goals with broader business objectives. • Provide insights from customer feedback and analytics to support product, service, and operational improvements. 6. Reporting & Insights • Develop regular reports on customer experience performance, loyalty engagement, and service metrics. • Present actionable insights and recommendations to senior leadership for strategic decision-making.

• Bachelor’s degree in Business Administration, Marketing, or related field (MBA preferred). • 10+ years of experience in loyalty management, customer experience, customer service, CRM, preferably in retail, FMCG, or hypermarket sectors. • Proven leadership experience managing multi-functional customer teams. • Strong understanding of customer journey mapping, CX best practices, and CRM systems • Experience with loyalty platforms and contact center operations in a retail environment. • Data-driven mindset with proficiency in customer analytics and reporting tools. • Excellent communication in English and Arabic is a strong advantage.