Loyalty Program Manager

Job Purpose

Manages the Loyalty Program activities pertaining to (Air-rewards) including member acquisition, member engagement, financial performance, program benefits and member communication. He/she shall be responsible for the day-to-day operations and the relationships with partners and stakeholders.

Key Result Responsibilities

• Develops function related strategies and action plans to achieve Air rewards yearly budgets and financial targets for all Air Arabia network; identifies gaps in performance and recommends new opportunities for growth and revenue maximization.
• Partners with cross-functional stakeholders such as Marketing & Corporate Communications, E-Business and Contact Center to develop and implement targeting promotions and campaigns that are data-driven and segment-focused to increase and drive members’ behaviour and engagement in the program.
• Develops processes and assessment tools to monitor the performance of products, channels, routes, and stations and generate reports to keep track of member acquisition, earning, redemptions, incremental revenue, etc.
• Designs and generates ad-hoc reports as requested by the management.
• Plans and designs the introduction of member tiers along with loyalty products and features designed to improve the Air rewards proposition and drive incremental revenue.
• Streamlines and manages all fulfilment processes for member enrolments, retro-claims as well as member queries and complaints.
• Conducts market researches and benchmark studies to keep up-breast with new trends and market development as well as competitors’ practice with respect to loyalty programs and products, thereby, identifies new opportunities for Air rewards revenue streams.
• Develops studies and cost-effective proposals on new internal and external projects to improve the Air rewards program revenues across the entire network.
• Partners with the different stakeholders and external parties such as loyalty program agency, system providers, Marketing &Corporate Communications, IT, E- Business, Contact Center, Commercial Sales, Finance, etc. to ensure successful performance of the loyalty program across the entire network.
• Initiates/builds on business relationships with existing and potential business partners, suppliers and service providers to ensure continuity and development of Air rewards Program and drive incremental revenue.
• Negotiates prices, initiates agreements and contracts with external parties and providers; manages the day-to-day relationship with suppliers.
• Performs any other duties as advised by the respective Line Manager.

Note – The role defined here is not exhaustive and duties and responsibilities in line with the job function may be added from time to time.

Qualifications (Academic, training, languages)

Bachelor degree in Commerce/ Business Management or Administration or/and equivalent

Work Experience

7+ years’ experience in frequent flyer programs or airline related loyalty programs in major airline industry 3 of which in a managerial role; experience with low cost airline is a plus.

Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

Capable of using technology systems and tools; proficient in Microsoft Office (Access is a plus).

Fluent in English Language.

Previous experience in sales and marketing is desirable for this role.

Proven skills in analyzing data, identifying pitfalls and recommending cost-effective solutions.

Product knowledge: capability of understanding market trends and behaviors and translating them into innovative initiatives and solutions.