Loyalty Program Manager

Job Purpose

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)

Work Experience