Vice President - Customer Operations Loyalty (UAE Nationals)

Overview

Strategic Responsibilities

• Own the end-to-end customer operations strategy, designing and managing service models that deliver a consistent, high-quality experience across all Darna touchpoints, including contact centres, in-mall desks, and digital support channels.
• Champion operational excellence by defining and governing processes, SLAs, and KPIs to continuously improve response times, resolution rates, and member satisfaction.
• Lead the scaling of operational capabilities, designing resourcing, outsourcing, and technology models to support targets without compromising service quality or cost efficiency.
• Act as the senior escalation point for operational risks, service failures, and customer experience issues impacting members, partners, or regulators.

Functional Responsibilities

• Oversee loyalty systems operations, ensuring day-to-day performance, uptime, stability, and security of core platforms including LMS, CRM, card linking, receipt scanning, and gift cards, in compliance with regulatory and data-security requirements.
• Drive continuous improvement of member journeys across onboarding, earn, redemption, tier management, and complaints handling to build trust, engagement, and advocacy.
• Lead partner and merchant operations, ensuring seamless onboarding, integration, training, and ongoing support for Aldar tenants, merchants, and ecosystem partners to maximise adoption and minimise operational friction.
• Manage the operational delivery of innovative solutions, including receipt scanning, card-linking, and gift card capabilities, ensuring readiness, reliability, and scalability.
• Embed voice-of-customer (VOC), analytics, and feedback loops into operational decision-making to enhance processes, reduce cost-to-serve, and elevate customer satisfaction.
• Implement robust operational risk and compliance frameworks, including controls to mitigate fraud, card misuse, and data privacy risks, and ensure audit and regulatory readiness.

People Development

• Build, lead, and develop high-performing customer operations teams with clear accountability, KPIs, and performance management frameworks.
• Coach and mentor team members to build strong operational, service management, and problem-solving capabilities.
• Foster a culture of customer obsession, continuous improvement, and operational discipline across all customer-facing teams and partners.

Qualifications & Skills

• Minimum 10+ years of experience in customer operations, service delivery, or operations leadership ideally within loyalty.
• Loyalty Programs and Platforms, CRM and Customer Service Technologies, Partner and Merchant Operations.
• Strong understanding of service management, SLAs, KPIs, and operational governance.
• Experience managing complex vendor and partner ecosystems.
• Strong analytical mindset with ability to use VOC and data to drive decisions.
• Proven ability to scale operations in high-growth environments.
• Excellent stakeholder management and executive communication skills.
• Strong risk awareness and compliance orientation.
• Bachelor’s degree in business administration, Operations, or related field.
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
• These tools assist our recruitment team but do not replace human judgment.
• Final hiring decisions are ultimately made by humans.
• If you would like more information about how your data is processed, please contact us.