Loyalty & Customer Experience Strategy Manager

About the role

HOLDAL is looking for a Loyalty & Customer Experience Strategy Manager to build and run customer experience strategies that create seamless, personalized journeys and strengthen retention. The role guides business, brand and sales owners to maximize Customer Lifetime Value (CLV) across HOLDAL's portfolio, using CRM, customer insights, loyalty initiatives and data-driven engagement.

Key responsibilities

• Review CRM frameworks, touchpoints and customer journeys, then tailor CX strategies for Luxury (clienteling) and Mass Retail and Para-Pharma (digital, automated journeys)
• Drive customer data centralization, segmentation, cross-selling and upselling, and work with the Tech Hub on data feeds, ERP integrations and system enhancements
• Promote AI tools for campaign automation, mystery shopping insights and predictive analytics
• Validate campaign requests, analyze results and benchmark competitors' campaigns
• Support in-store and corporate events, manage customer satisfaction surveys and NPS, and oversee the mystery shopping program with Retail leadership
• Manage Retail and Para-Pharma loyalty and gift card programs, including 12-month commercial activity calendars
• Lead the CX team, set KPIs, run annual appraisals and support succession planning

Required profile

• Bachelor's degree in Business Administration, Marketing or a related field
• 8+ years of progressive experience in CX, CRM, loyalty management or client relationship management, preferably in Luxury, Retail, Beauty or Para-Pharma
• Track record in CRM and retention strategies, CLV maximization and loyalty programs
• Fluent English and Arabic; French is a plus

Required skills

• Familiarity with CRM platforms, customer data analytics, marketing automation and AI tools
• Customer segmentation, customer lifecycle management and personalized journeys
• Data-driven approach to turning insights and campaign results into commercial recommendations