Head of Customer Loyalty & Retention

About the Role

Elaris Beauty Salon, part of Persian Horizon Holding, is hiring a senior-level Loyalty & Retention Leader to design, build, and scale a complete customer loyalty ecosystem from scratch.

This is a high-impact revenue role.
Your mission is to significantly increase repeat bookings, referral rates, customer lifetime value, and retention performance across our luxury salon operations.

We are looking for someone who has successfully built and executed loyalty programs in beauty salons in Dubai.

Core Objective

• Build a structured loyalty and retention system from zero
• Increase repeat booking rate
• Develop referral programs
• Design high-conversion re-engagement campaigns
• Improve customer lifetime value

Performance and measurable results are the priority.

Key Responsibilities

• Design and implement a complete loyalty program strategy
• Create tiered membership or reward structures
• Develop referral and incentive programs
• Build reactivation campaigns for inactive clients
• Implement upsell and cross-sell journeys
• Integrate loyalty structure with Fresha and CRM systems
• Work with internal tech team to develop required systems
• Track KPIs: retention rate, repeat rate, referral rate, LTV
• Build and lead a retention team if needed
• Continuously optimize performance based on data

Mandatory Requirements (Strict)

• Minimum 4 years of direct, hands-on experience building loyalty programs in beauty salons in Dubai
• Proven record of increasing retention and repeat booking metrics
• Experience designing referral systems and reward-based campaigns
• Deep understanding of salon client behavior in Dubai
• Strong analytical and KPI-driven mindset
• Experience working with CRM systems and booking platforms
• Leadership capability and ability to build systems from scratch

If you have not directly built and managed loyalty programs for beauty salons in Dubai, please do not apply.

Applications without proven salon loyalty experience will not be reviewed.

Ideal Candidate Profile

• Strategic thinker with strong execution capability
• Revenue-focused, not just marketing-focused
• Experienced in luxury customer segmentation
• Comfortable leading initiatives and building teams
• Data-driven decision maker
• Strong communication and leadership skills

What We Offer

• Full authority to build the loyalty ecosystem
• Strong internal tech and CRM support
• Financial backing for implementation
• Performance-driven compensation structure
• Executive-level impact within a growing luxury group

Job Type: Full-time

Pay: From AED10,000.00 per month