Job Description

Job Title Loyalty Program Manager

Description

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

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