Programme Strategy & Design Manager

Job description / Role

Synopsis

This role is accountable for the strategic design and delivery of the Etihad Guest loyalty programme. Includes defining tier framework, benefits and experiences that support driving member recognition, reward and engagement.

Accountabilities

- Strategy: Develop Etihad Guest programme strategy. Work with internal and external stakeholders and partners to define the positioning of the programme, privileges and recognition offered to members across different tiers and different markets.
- Benefits and Rewards : Taking an innovative approach to benefits and rewards - specifically lifestyle benefits, plus new redemption options, tiering and status retention. Making our members feel valued, special, able to tailor rewards and receiving preferential treatment that other customers don't.
- Programme Improvement: Define enhancement roadmap working with relevant stakeholders on continuous improvement of the loyalty programme and introduction of new initiatives, redemption platforms and integration with new lifestyle partners. Drive positive member NPS by understanding our member feedback, and benchmarking against competitors and market leading programmes.
- Member Experience & Engagement: Work closely with partnership and product teams to ensure consistency, and ease of use in participating in the programme and accessing benefits. Includes engaging with partners to enable alignment of customer experience principles. Manage programme related interactions with members, in addition to program-related back-office work like enrolment and fulfilment.

Requirements

Education & Experience

- A University degree (Masters preferred) or relevant experience in Business/Management with a preference within Product Management and/or Loyalty Management.
- Minimum of 8 years relevant experience, 4 of which should be at managerial level.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world's leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.