Qatar Airways Careers | Loyalty Manager Job, London, UK

Qatar Airways

Job Description

we are now recruiting for the role of Loyalty Manager - Europe.

In this role, you will 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 programmes. Works closely with Head Office Loyalty team to strategically employ customer data to personalise a premium, global, flexibile offering that fully leverages the company assets and drives up Net Promoter Score (NPS), membership, redemption and revenue. Develops 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

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Develops the regional Loyalty strategy for the assigned region and oversees the implementation of the strategy into actionable activities and campaigns to achieve loyalty key performance targets against the following indicators: customer lifetime value, Net Promoter Score (NPS), member penetration, communication engagement rate, partner revenue, redemptions, membership populations and member spend.

• 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 Personalisation 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 alligned world-class loyalty marketing.

• Actively lobby for deeper digital integration with partner assets.

• Research, monitor and report on best practices and localise products based on market needs to capitalise 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 Programmes.

• Work closely with the Head Office Customer Insights Personalisation and Platform (CIPP) team to use customer data and analytical resources to personalise 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 optimise 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 competitior 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.

• Manage Frequent Flyer Programme (FFP) partnerships with existing and any new oneworld alliance partners, including negotiations, legal documentation, operational process and customer service matters

• Actively manage non-Alliance airline partners, seek with partnership oppurtunities that grow the QR market share.

Job Requirements

• Bachelor’s Degree or Equivalent with Minimum 6 years of job-related experience

• Strong experience required in Marketing as well as Digital

• Previous positions in a managerial Marketing role is required.

• Previous experience in Digital marketing is essential

• Experience in corporate business acquisition, partnerships and Loyalty marketing is required

• Overall Marketing fundamentals including Brand awareness techniques

• Loyalty marketing

• Corporate business acquisition

• Strategic thinking

• Digital marketing techniques and advanced Mar-tech knowledge

• In depth knowledge of all digital channels and sub-channels

• Expertise in Acquisition, Converstion and Retention techniques

• Expertise in all digital tracking and monitoring aspects as well as reporting tools

• Command of English language

• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members

Job Details

Company: Qatar Airways

Employment Type: Full-time

Job Location: London, United Kingdom

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