Who we are
“The word MUSE means ‘an artistic or creative source of inspiration’. This inspiration goes two ways: we strive to inspire our members, and we seek inspiration from our members to continuously delight them.”
MUSE is the latest experiences-led loyalty programme from the region’s leading luxury brand partner, Chalhoub Group. Bringing together a collection of aspirational fashion, beauty and lifestyle brands from across Chalhoub’s retail network in the UAE, Kuwait, KSA and Bahrain - MUSE is a loyalty programme unlike any other; taking members on a story of inspiration and providing a world of experiences at their fingertips through the MUSE App. Members of MUSE can: collect and redeem points at more than 50 brands; unlock benefits as they elevate through the tiers; and enjoy a host of experiences tailored to them.
What you'll be doing
You will be the key driver of the architect, strategic development and operational health of the loyalty product and customer value proposition; brought to Chalhoub customers, brands & partners via MUSE. Your efforts will extract value from and drive value to all business verticals in line with a defined KPI/ OKR set; through a competitively placed, customer-centric and commercially viable proposition.
Establish loyalty as a Chalhoub asset through the successful architect of the Loyalty programme in accordance with the market, customer and commercial expectations.
Minimise member friction and disruption ‘wherever they are’, with curated member journeys & SOP’s. Consideration to digital and non-digital archetypes and journeys.
Lead the member voice and programme benchmarking agenda to ensure both customer and market are heard and represented within the business and during programme design.
Support in attracting new partners to MUSE through a unique and competitively placed proposition as well as technical solutionism and onboarding.
Achieve loyalty integration by interfacing with internal and external technical teams to embed loyalty in the necessary points across the hybrid customer experience
Extract value for members and the group through maximizing the potential from loyalty technology and datasets, including direct management of the LMS
Build the internal loyalty influencer network to support delivering KPI’s / OKR’s and embed Loyalty in the Chalhoub employee & partner culture
Represent Loyalty by interfacing as the Loyalty SME in key group-wide initiatives and projects
Instil a curious, cross-departmental and customer-centric approach to all you do, authentically supporting the group’s mantra of ‘One Team. One Culture’
Anticipate customer behavioural shift as a result of programme design, as well as their forecasted financial outcomes by working hand-in-glove with the Loyalty Economics function
What you’ll need to succeed
Loyalty programme experience across any industry of 8+ years
Experience working for, or with customer enterprise technology, ideally including Loyalty Management systems and data sources.
Previously designed a programme set up to drive certain behaviours and certain outcomes
Customer obsessed
Ideally have worked in a matrix organisation, influencing without direct management
Very commercially savvy/commercially responsible
Previous team management experience
Budget management experience
Multi geography experience would be essential
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. To view all our perks and benefits, click here.
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.
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