Loyalty Strategy Manager - #57970

Etihad


Date: 1 week ago
City: Abu Dhabi
Contract type: Full time

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.


•Redemptions: Actively drive members to redeem their miles, and reduce liability for EYG. This is achieved by closely monitoring with the support of Enterprise analytics the performance of the various redemption channels, and key metrics to ensure members are redeeming their miles in line with budget. Brief and work hand in hand with marketing to promote the various redemption campaigns and products.



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.

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