Senior CRM & Loyalty Lead

About the role

The Senior CRM & Loyalty Lead will be responsible for driving customer retention and engagement for a Kuwait‑based food and beverage group. You will design and manage loyalty programmes, segment customers, and launch targeted campaigns while overseeing the end‑to‑end CRM roadmap and digital customer experience.

Key responsibilities

• Develop and execute loyalty strategies to increase app adoption and repeat visits.
• Perform customer segmentation and create data‑driven retention campaigns.
• Own the CRM roadmap, defining UX/UI requirements, testing, launches and continuous improvements.
• Manage relationships with external digital, product and technical partners.
• Collaborate closely with UX/UI designers, app developers, POS, CRM and marketing teams.

Required profile

• Bachelor’s degree in a relevant field.
• 5+ years of experience in CRM, loyalty, app growth, digital product, e‑commerce, delivery platforms, retail or F&B commercial marketing.
• Hands‑on experience with loyalty, rewards, customer retention and CRM campaigns.
• Strong understanding of frequency, retention, reward economics, margin impact and campaign ROI.
• Experience managing external digital/product/technical partners.
• Ability to work with cross‑functional teams (UX/UI, app development, POS, marketing).
• Experience in the GCC or Kuwait consumer market; Arabic and English proficiency preferred.

Required skills