Loyalty Program Manager

Job description / Role

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 & CC, E-commerce 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 &CC, IT, E- Commerce, 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

Requirements

Qualifications (Academic, training, languages)

* Bachelor degree in Commerce/ Business Management or Administration or/and equivalent.
* Capable of using technology systems and tools; proficient in Microsoft Office (Access is a plus).
* Fluent in English Language.

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.
* Must have a good experience managing all aspects of the systems used to package and sell holiday products to both B2C and B2B customers.
* 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.
* Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

About the Company

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa's first and leading low-cost carrier flying to over 100 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco, Egypt and Jordan. Over the past thirteen years, Air Arabia, through continuous market research and customer feedback, provides a range of value added services to millions of passengers who chose to fly with Air Arabia's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.