Mohamed Elshemy
Jeddah,Saudi Arabia
Summary
CRM & Loyalty Leader with 10+ years of experience driving customer acquisition, retention, engagement, and revenue growth across large-scale retail and healthcare ecosystems. Proven track record in loyalty strategy, loyalty economics, customer lifecycle management, loyalty program financial performance, omnichannel CRM, and strategic partnerships across Saudi Arabia and UAE. Experienced in leading digital transformation initiatives, loyalty product development, marketing automation, and cross-functional teams to maximize customer lifetime value and commercial performance for a customer base exceeding 10 million members.
Overview
9
9
years of post-secondary education
13
13
years of professional experience
Work history
Loyalty & CRM Senior Manager
Nahdi Medical Co.
Jeddah
2025.04 - Current
- Define and execute the loyalty program strategy across KSA and UAE, driving member acquisition, engagement, retention, and customer lifetime value for a loyalty ecosystem, and overall program financial performance serving more than 10 million members.
- Led the design and launch of innovative loyalty products including Digital Wallet, Cashback programs, redemption catalogue rewards, personalized member benefits and partner‑funded promotions to enhance member value proposition, delivering a 12% uplift in customer visit frequency and a 27% increase in average customer spend.
- Drive omnichannel CRM and loyalty engagement across WhatsApp, SMS, Email, Push Notifications, and digital channels, achieving an average 10% conversion uplift, 30% increase in basket spend value, and 25% improvement in open rates.
- Led large‑scale loyalty platform transformations and ecosystem integrations across cross‑functional teams (IT, Omnichannel, and Finance) modernizing the DXP, migrating digital wallet and gift card systems, and driving a unified CX with centralized campaign management.
- Led strategic loyalty partnerships with key rewards ecosystems and corporate organizations (Qitaf, Mokafaa, WallaOne, Merit, YGAG), expanding member acquisition channels while driving +300% partnership revenue growth.
- Own loyalty program budgeting, financial planning, liability monitoring, and performance reporting to ensure achievement of commercial objectives, revenue targets, and sustainable program economics.
- Establish and monitor loyalty KPIs including member acquisition, active members, earn and burn ratios, redemption rates, customer retention, campaign performance, and incremental revenue generation.
- Establish governance, fraud prevention controls, operational policies, and program compliance standards to ensure sustainable growth and operational excellence across KSA and UAE.
Loyalty Excellence Manager
Nahdi Medical Co.
Jeddah
2023.10 - 2025.03
- Led the strategic management and growth of the Nuhdeek Loyalty Program across KSA and UAE, driving customer engagement, retention, and long‑term member value.
- Spearheaded the enhancement of the loyalty digital experience including UX/UI improvements, digital coupons, points tracking, and rewards journeys, contributing to a +50% uplift in Nuhdeek points redemption through digital tier coupons.
- Collaborated with analytics and commercial teams to develop advanced segmentation and personalized offer strategies, executing full‑lifecycle loyalty campaigns across acquisition, activation, retention, cashback, cross‑category promotions, and churn prevention that improved campaign effectiveness, generating +100M revenue from targeted loyalty promotions.
- Ensured full data integrity and synchronization between the loyalty engine (ORCE), Data Warehouse, Mobile App, Magento e‑commerce, DXP, and financial systems, safeguarding reporting accuracy and decision‑making.
- Led cross‑functional delivery of strategic loyalty initiatives and platform transformations (DXP initiatives, ORCE cloud migration, Dynamic QR code & Digital UX/UI Nuhdeek revamp), resolving operational issues and minimizing business risk.
- Lead end‑to‑end partnership management including contract execution, partner onboarding, performance monitoring, and joint marketing initiatives to expand redemption opportunities, maximize partnership value and member engagement.
- Managed annual loyalty budgets, campaign investments, and resource allocation to maximize commercial return and support program growth objectives.
- Developed and maintained program governance assets (SOPs, FAQs, T&Cs), while actively monitoring compliance and fraud risks across the loyalty ecosystem.
Loyalty Excellence Senior Specialist
Nahdi Medical Co.
Jeddah
2021.07 - 2023.09
- Managed the Nahdi loyalty program ecosystem, ensuring seamless membership management, accurate points & rewards across touchpoints, efficient redemption processes, and consistent experience to drive customer enrollment, satisfaction, and retention.
- Managing and facilitating the B2B gift card program for Nahdi, handling creation and delivery for partners like YGAG, Walaa Plus, and Merit, to strengthen customer engagement and drive sales.
- Managing the execution of targeted loyalty marketing communications across various channels (SMS, Push notification, email, and WhatsApp), ensuring program messaging reaches the right audience at the right time.
- Communicating the loyalty program features and initiatives to all stakeholders, fostering program understanding and alignment.
- Track, categorize, and monitor customer-reported issues, ensuring resolution through cross-functional collaboration and timely feedback to the customers.
- Ensured the ongoing availability of loyalty program materials (POS signage, flyers, etc.) across all Nahdi stores through to ensure clear communication with customers.
CSR Specialist
Nahdi Medical Co.
Riyadh
2020.01 - 2021.06
- Implemented the CSR department's strategy via diverse indoor and outdoor projects and activities (like Wazen Hayatak and Diabetic projects) to enhance community quality of life, strengthen brand equity, and foster greater community engagement.
CRM Specialist
Nahdi Medical Co.
Jeddah
2018.07 - 2019.12
- Respond to customers' complaints and Inquiries via inbound & outbound phone calls, live chat, social media, e-commerce, and email, as per set SLA and SOPs.
- Escalate the reported issues to the respective teams according to the agreed SLAs.
- Follow up and track the customers' experience of online orders.
- Follow up the Loyalty Program Operations: Membership Management, Points Issuance, Points Redemption, Points Expiry, Retro Claims, Return and Exchange, Coupons Issuance, and Gift Cards.
Store Manager
Nahdi Medical Co.
Al-Ahsa
2013.08 - 2018.06
- Lead the store team to provide a superior customer shopping experience.
- Ensure store readiness and compliance with Nahdi standards and regulations.
Education
Customer loyalty: Strategy and Application -
Northwestern University
2026.02 - 2026.05
Executive Program - Mastering Design Thinking
MIT Sloan School of Management
2023.01 - 2024.01
Certified Loyalty Marketing Professional - CLMP - undefined
Loyalty Academy
2023.01 - 2023.01
Master of Business Administration - MBA - undefined
Cardiff Metropolitan University
2020.01 - 2022.01
Professional Diploma - Supply chain & logistics
Arab Academy for Science, Technology and Maritime Transport
2020.01 - 2021.01
Professional Retail Store Manager Certificate - undefined
Nahdi Medical Co.
2017.01 - 2017.01
Bachelor's degree - Pharmaceutical Sciences
Cairo University
2004.01 - 2009.01
Skills
- Management & Leadership
- Collaboration, Presentation, and Problem solving
- Cross-functional communication
- Microsoft word, excel, and power point
- Performance metrics analysis
- Product development experience
- Digital transformation projects
- Customer relationship management
- Performance monitoring
- Vendor relationships management
Timeline
Customer loyalty: Strategy and Application -
Northwestern University
2026.02 - 2026.05
Loyalty & CRM Senior Manager
Nahdi Medical Co.
2025.04 - Current
Loyalty Excellence Manager
Nahdi Medical Co.
2023.10 - 2025.03
Executive Program - Mastering Design Thinking
MIT Sloan School of Management
2023.01 - 2024.01
Certified Loyalty Marketing Professional - CLMP - undefined
Loyalty Academy
2023.01 - 2023.01
Loyalty Excellence Senior Specialist
Nahdi Medical Co.
2021.07 - 2023.09
Master of Business Administration - MBA - undefined
Cardiff Metropolitan University
2020.01 - 2022.01
Professional Diploma - Supply chain & logistics
Arab Academy for Science, Technology and Maritime Transport
2020.01 - 2021.01
CSR Specialist
Nahdi Medical Co.
2020.01 - 2021.06
CRM Specialist
Nahdi Medical Co.
2018.07 - 2019.12
Professional Retail Store Manager Certificate - undefined
Nahdi Medical Co.
2017.01 - 2017.01
Store Manager
Nahdi Medical Co.
2013.08 - 2018.06
Bachelor's degree - Pharmaceutical Sciences
Cairo University
2004.01 - 2009.01