CRM & Loyalty Director

A distinguished global luxury retailer is seeking a CRM and Loyalty Director to join their Dubai head office, with responsibility for the Middle East region. This position offers you the opportunity to refine and elevate customer engagement strategies. You will be entrusted with shaping brand vision, cultivating enduring loyalty, and advancing business growth through sophisticated CRM and loyalty initiatives.

If you possess a passion for luxury retail, thrive within multicultural environments, and aspire to make a meaningful contribution to customer relationships & loyalty, this role could be a great fit.

• You will be responsible for formulating and implementing CRM and loyalty strategies tailored to the diverse markets of the Middle East, ensuring alignment with the organisation’s long-term objectives.
• The company offers flexible working arrangements, extensive internal opportunities, and actively encourages growth leadership within an inclusive team environment.
• As a member of the management committee, you will exert direct influence on regional business decisions while benefiting from access to a knowledgeable network of professionals committed to excellence.

What you'll do:

In the capacity of CRM and Loyalty Director based in Dubai, you will be entrusted with shaping the future of customer engagement for one of the most respected luxury retailers in the region. Your daily responsibilities will encompass designing bespoke strategies that resonate with local cultures whilst supporting the broader vision of the business. You will work collaboratively with cross-functional teams—retail, marketing, and finance teams—to ensure every initiative is executed seamlessly. By monitoring market trends and competitor actions, you will remain attuned to evolving customer preferences. Success in this role requires nurturing your team’s development through clear communication practices that promote unity. You will regularly review progress against objectives, adjust priorities as necessary, and champion an inclusive approach throughout all interactions. Ultimately, your endeavours will strengthen customer relationships across multiple countries whilst reinforcing the brand’s identity at every touchpoint.

• Design and implement comprehensive CRM and loyalty strategies that are sensitive to cultural nuances and market maturity across the Middle East.
• Collaborate closely with the senior stakerholders to ensure CRM initiatives are harmonised with overarching business goals and seamlessly integrated into regional operations.
• Lead the annual planning process for CRM campaigns, including budget allocation, performance monitoring, and reporting outcomes to key stakeholders.
• Cultivate robust relationships with internal teams such as retail management, marketing, finance, as well as external partners to foster shared success in customer engagement.
• Monitor market trends and competitor activities to inform strategic adjustments and maintain responsiveness to evolving customer aspirations.
• Provide regular feedback to your team members whilst setting clear individual goals aligned with ambitions.

What you bring:

To excel as CRM and Loyalty Director within this prestigious luxury retail environment, you must bring profound expertise in customer relationship management & established large-scale loyalty programs cultivated over years of experience. Your professional background should reflect an ability to lead teams compassionately whilst fostering shared achievement through common objectives. You possess advanced skills in negotiating partnerships that support strategic aims without compromising organisational values. Your operational strengths enable you to anticipate challenges before they arise—ensuring seamless execution of complex projects across multiple markets. Multicultural awareness is indispensable; you appreciate how cultural differences influence consumer behaviour and tailor your approach accordingly. Digital fluency empowers you to leverage state-of-the-art tools for engaging customers at every stage of their journey. Artistic sensibility ensures your campaigns are not only effective but also emotionally resonant. Communication is your forte—you articulate ideas clearly whether addressing internal teams or external stakeholders. Proficiency in additional languages further enhances your ability to connect authentically with diverse audiences.

• Proven experience in managing large-scale loyalty programs within the luxury retail, retail field, or other relevant industries.
• Exceptional interpersonal skills evidenced by successful team management within collaborative environments.
• Ability to establish information networks connecting internal stakeholders across departments as well as external partners.
• Advanced negotiation skills when engaging partners or suppliers to secure mutually beneficial outcomes for CRM initiatives.
• Strategic vision complemented by operational expertise in organisation, anticipation, facilitation—all underpinned by meticulous attention to detail.
• Comprehensive knowledge of digital communication methods pertinent to CRM platforms and loyalty programme management.
• Artistic sensitivity combined with literary acumen for crafting compelling narratives that engage customers emotionally.
• Excellent written and verbal communication skills in English; proficiency in Arabic is highly advantageous.

What sets this company apart:

This organisation distinguishes itself as a beacon of excellence within global luxury retail owing to its unwavering commitment to quality, creativity, and inclusivity. Generous training programmes empower staff at all levels to expand their knowledge base—whether through formal courses or informal mentoring sessions led by experienced leaders. The company nurtures a culture rooted in trust: empowerment is encouraged alongside respect for core values that prioritise sustainability and responsibility. Teamwork is celebrated; every department collaborates closely so that achievements are shared rather than individual. Leadership here is supportive—managers invest time in nurturing talent so everyone feels valued regardless of their role or tenure. The network extends globally yet remains tightly knit locally; employees enjoy access to industry experts who share insights freely across borders. Above all else, this organisation believes in forging lasting connections—not merely between customers and products but among colleagues who work together towards common goals.

What's next:

If you are prepared to make a distinguished impact on customer loyalty within luxury retail while enjoying unparalleled support from an inclusive team environment—this is your opportunity.

Apply today by clicking on the link provided.