Vice President - Customer Operations Loyalty

Responsibilities

• Own and scale the end-to-end customer operations strategy for the Darna loyalty programme across all physical and digital touchpoints.
• Define and govern processes, SLAs, and KPIs to improve response times, resolution rates, and member satisfaction.
• Oversee loyalty systems operations, ensuring the stability, security, and performance of core platforms including LMS, CRM, and card-linking.
• Lead partner and merchant operations to ensure seamless onboarding, integration, and support for ecosystem partners.
• Drive continuous improvement of member journeys, including onboarding, earning, redemption, and complaint handling.
• Implement robust operational risk and compliance frameworks to mitigate fraud and ensure data privacy.
• Build, lead, and mentor high-performing customer operations teams focused on customer obsession and operational discipline.

Requirements

• 10+ years of experience in customer operations, service delivery, or operations leadership.
• Proven experience with loyalty programs, platforms, and CRM technologies.
• Experience managing complex vendor and partner ecosystems.
• Strong analytical mindset with the ability to use voice-of-customer (VOC) data to drive decisions.
• Bachelor’s degree in Business Administration, Operations, or a related field.
• Must be a UAE National.

About the Company

Aldar Properties PJSC is a leading real estate developer based in Abu Dhabi, managing a diverse portfolio of assets and driving innovation through initiatives like the Darna loyalty programme.