Loyalty Manager

Company: Full Time Qatar Airways
  • Location: Doha, Qatar View on Map
  • Date Posted: December 21, 2022
  • Salary: Negotiable
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About the job

About The Role

We are pleased to announce an incredibly exciting opportunity to join our Commercial team in Doha, Qatar as Loyalty Manager. In this role you are expected to take a leading role in the assigned Region to manage, plan and execute the Airline’s strategy for customer loyalty, across all customer segments, including Program Members, Non-Members and members of partner programme. Work closely with Head Office Loyalty team to strategically employ customer data to personalize a premium, global, flexible offering that fully leverages the company assets and drives up Net Promoter Score (NPS), membership, redemption and revenue. Develop more direct customer relationships, rebuilding loyalty offering to attract and create value for members and drive daily engagement with oneworld alliance partners and other partners.

Key Accountabilities

  • Track closely the performance trends of each channel with the help of comprehensive dashboards and performance tracking tools, and take corrective actions as necessary to ensure the assigned region will achieve their targets.
  • Manage all Loyalty activities related to budgeting, workflows and processes for the assigned region.
  • Maintain daily interactions with Head Office stakeholders in Loyalty, Customer Insights Personalization and Platform (CIPP) and all other relevant departments to align all stakeholders on local, regional, and global initiatives and opportunities.
  • Collaborate deeply with Loyalty Marketing, Partnerships team and our partner’s marketing leaders to ensure providing aligned world-class loyalty marketing.
  • Actively lobby for deeper digital integration with partner assets.
  • Research, monitor and report on best practices and localize products based on market needs to capitalize on key Loyalty focused opportunities.
  • Work closely with Head Office Loyalty team and other stakeholders to seek out technology innovation partners/ requirements (in assigned region) for new Loyalty Partnerships especially cobrand acquisition and integration in the QR app and site.
  • Act as the subject matter expert on Loyalty, including activities across all customer segments, including
  • Programme Members, Non-Members and Members of Partner Programme.
  • Work closely with the Head Office Customer Insights Personalization and Platform (CIPP) team to use customer data and analytical resources to personalize offering to known customers.
  • Work with Head Office to develop assign region’s Privilege Club, Customer Lifestyle communication and marketing assets to actively engage customers by partnering internally and externally across channels to communicate the value of Loyalty’s offering to customers.
  • Develop jointly with the Digital and Marketing Manager (Regions) action plans that will grow QR’s share of Loyal consumers through marketing campaigns, tools and technologies.
  • Develop regional partnerships (across air, other travel, retail and financial services- including credit card offering, co-brand) geared towards reinforcing Privilege Club position and continually optimize partner marketing to drive value. Work with Privilege Club Loyalty Partnership to execute strategies that will grow partner portfolio, increase revenue, offer value and complement members flying across QR network to improve member engagement.
  • Maintain strong awareness of new and emerging digital Loyalty and Engagement platforms/ tools within the assigned region and propose where appropriate additions to the existing communications tools.
  • Monitor competitor activities and offerings with their partnerships especially in key markets to ensure full understanding of the competitions offering.
  • Constantly review Loyalty partner performance and related promotional activities and ensure it feeds into learnings for future activity to ensure continuous improvement.
  • Perform other department duties related to his/her position as directed by the Head of the Department.

Qualifications

To be successful in this role you will need.

  • Bachelor’s Degree or Equivalent with Minimum 6 years of job-related experience
  • Experience in corporate business acquisition, partnerships and Loyalty marketing is required
  • Previous experience in a Loyalty Marketing role is required.
  • Previous experience in Digital marketing using Loyalty base is will be an added advantage
  • Knowledge of overall Marketing fundamentals including Brand awareness techniques
  • Corporate business acquisition skills
  • Expertise in Acquisition, Conversation and Retention techniques
  • Expertise in all digital tracking and monitoring aspects as well as reporting tools
  • Good Command of English language

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