Senior Business Analyst (Customer) Chalhoub Group

This is a fantastic opportunity for a Senior Business Analyst to join a leading retail group in the Middle East, working as part of the Customer Technology Team. You will be responsible for driving key initiatives across Loyalty Management (SessionM), Gift Cards (Qwikcilver), and integrated Customer Experience platforms (Salesforce CRM & Marketing Cloud, etc.).

This role will lead the definition, design, and delivery of functional requirements across multi-brand initiatives ensuring seamless integration of customer, loyalty, and commerce data across systems. The successful candidate will partner closely with business and technical teams to optimize loyalty program operations, streamline reward journeys, and enhance customer experiences across online and offline channels.

You will act as a bridge between business stakeholders, product managers, and technical teams, ensuring clear documentation, smooth execution, and continuous improvement of Chalhoub s customer engagement ecosystem.

• Business Analysis & Functional Design
  Lead requirements gathering and documentation for Loyalty and Gift Card projects across multiple brands and markets.
  Translate business needs into detailed functional requirements, process flows, user stories, and data flow mappings.
  Partner with enterprise and solution architects to ensure SessionM configurations, data models, and integrations (with Service Cloud, Marketing Cloud, POS, and E-commerce, Loyalty Web & App) meet business objectives.
  Define and validate functional designs for new program rules and capabilities, earning/redemption logic, campaign automation, and triggers.
  Maintain a clear traceability between business needs, design decisions, and delivered functionality.
  Partner with technical teams to validate data models, API payloads, and event triggers across customer systems.
  Create and maintain user stories, acceptance criteria, and functional documentation in JIRA/Confluence.
  Drive backlog grooming, feature prioritization, and sprint delivery aligned with PI planning cycles.
  Champion best practices, templates, and frameworks that improve the quality and consistency of BA deliverables across projects.
  Provide guidance and peer support to junior BAs on requirement elicitation, documentation standards, and stakeholder engagement.
  Along with other Senior Bas, contribute to the development of the Tech and Data BA capability, including onboarding materials, process documentation, and knowledge-sharing sessions.

Cross-Functional Collaboration
Collaborate with Product, Loyalty, CRM, E-commerce, Retail, and Finance teams to define requirements and align use cases with business value.
Coordinate with external vendors and partners to manage solution design, configurations, and delivery milestones.
Facilitate design workshops, requirement walkthroughs, and UAT sessions across brands and markets.
Identify and escalate cross-system or vendor-related challenges early, ensuring timely decision-making and effective issue resolution.
Communicate progress, dependencies, and risks clearly to stakeholders across multiple functions, translating technical concepts into business-friendly language to drive alignment and delivery confidence.

Data Integrity & Process Governance
Ensure accurate synchronization of customer and loyalty data between SessionM, CRM, and other systems (POS, SFCC, Shopify, Data Warehouse).
Partner with Data and other Tech teams to address data inconsistencies and define data validation logic.
Define metrics and dashboards to monitor adoption, enrollment quality, reward utilization, and system reconciliation.
Document process improvements and recommend automation opportunities to enhance operational efficiency.

Testing, Validation & Deployment Support
Develop and execute Functional, SIT, and UAT test cases to validate integrations and business rules, ensuring comprehensive coverage of business rules and edge cases.
Support defect management, root cause analysis, and post-deployment validation across multiple environments.
Support test coordination with vendors and brand teams, validating outcomes across integrated systems.
Ensure readiness for business go-live through training documentation, knowledge transfer sessions, demos, and rollout communication.
Continuous Improvement & Innovation
Stay current on SessionM platform capabilities, new releases, and loyalty best practices.
Evaluate opportunities to expand omnichannel experiences, proactively identify areas for process optimization, automation, and improved program configurations to enhance customer engagement and operational efficiency.