Member Experience & Moments Officer

Synopsis

The Member Experience and Moments Officer supports the delivery of exceptional experiences for high-value members within the airline’s loyalty program. This role focuses on ensuring timely fulfilment of tier-specific benefits, managing member invitations and RSVPs, and coordinating in organizing exclusive member events. The Officer will also coordinate in the effective use of sponsorship assets and provide operational support for loyalty program activities to ensure a seamless and memorable experience for high-value members.

Accountabilities

• Lead & oversee the preparation and fulfillment of welcome kits, gifts, membership cards, and other tier-specific benefits for tiered members.
• Develop exclusive events and experiences for members and partners, including the development of an invitation process end-to-end and managing on-site member interactions.
• Maximize the commercial return and brand equity of sponsorship assets by designing and executing targeted member engagement campaigns, including exclusive access initiatives, raffles, and tailored events, ensuring alignment with business objectives and partnership agreements.
• Own the end-to-end management and strategic development of Etihad Guest virtual club memberships, continuously enhancing the benefit offering and member experience to improve engagement, satisfaction and revenue contribution.
• Design and implement data-driven personalized engagement and activation initiatives, by using advanced member insights, and data analytics to deliver personalized benefits, that aim to drive incremental revenue.
• Manage the billing and funding process for tiers and benefits, ensuring they meet the budgetary requirements.
• Ensure all tasks are compliant with established standards and timelines to support the smooth operation of the loyalty program.
• Utilise insights and feedback from members on their experiences and engagement to enhance internal processes and member proposition.
• Suggest areas for improvement to drive positive member NPS.
• Track the effectiveness of the coordinated/managed initiatives to support the development of future strategies.
  
  

Education & Experience

• Bachelor's degree in a related field from an accredited college/university and/or relevant experience.
• 4 years of experience in premium customer service, event management, or a related field.
• Proven track record of handling high-profile events or VIP clients.
• Experience in the loyalty programs, or customer experience management is a plus.
• Strong organizational and communication skills, with the ability to manage multiple tasks simultaneously.
  
  

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. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.