Senior CRM & Loyalty Lead

About The Client

A Kuwait-based organization operating within the food and beverage sector for more than a decade. Developing and managing a portfolio of restaurant concepts, the company oversees activities from concept development to daily operations, working across culinary, design, and operational functions to support consistent and structured business performance.

About The Role

The Senior CRM & Loyalty Lead is responsible for designing and managing customer loyalty and retention initiatives, including membership structures, reward mechanics, redemption rules, and customer benefits. This role owns digital customer engagement initiatives from a business/product side—covering roadmap, requirements, vendor coordination, testing, launch support, and ongoing improvements—while managing external UX/UI, development, CRM, loyalty, and technical partners. The role works closely with marketing, operations, finance, and branch teams to build customer segmentation and retention campaigns that are commercially sound, operationally realistic, and protective of brand equity.

About You

Ideal candidate would have the following:

• Bachelor's Degree in any relevant field
• 5+ years 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, app adoption, or CRM campaigns
• Strong understanding of customer frequency, retention, reward economics, margin impact, and campaign ROI
• Experience managing external digital/product/technical partners
• Ability to collaborate with UX/UI, app developers, POS, CRM, and marketing teams
• GCC or Kuwait consumer market experience
• Arabic and English proficiency preferred
• Preferred backgrounds: CRM, loyalty, customer retention, or digital growth roles within F&B, retail, e-commerce, marketplaces, banking rewards, telecom rewards, or consumer membership programmes