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Airlines - Corporate Operations



Programmes Manager (Skywards)

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Airlines - Corporate Operations
United Arab Emirates-Dubai


To develop, co-ordinate and manage the membership tiers in Skywards, Emirate’s Frequent Flyer Programme (FFP), in order to achieve commercial and customer objectives. The job holder will liaise with senior stakeholders within Emirates Skywards and the commercial departments to drive member programme engagement and revenue contribution to the airline.

As Emirates’ FFP, Skywards exerts significant influence over the company's customer orientation and subsequent profitability via successful customer lifetime value management. This position will play a strong role in co-ordinating Skywards’ adherence to overall commercial goals and measures.

Job Outline
•Using both qualitative and quantitative techniques, drive the analysis and tracking of customer preferences and member behaviour to generate insights and leverage opportunities to improve share of wallet among Emirates customers and increase profit for the airline.
•Research, develop and manage the on-going refinement of member lifecycle schemes in order to increase tier activation, engagement and overall programme and airline revenue so that the programme stays innovative, exceeds customer expectations and is consistent with the department’s strategy.
•Develop effective segmentation and targeting of members to drive incremental revenue opportunities and build lifetime value
•Drive the development and implementation of proactive member education strategies to ensure a clear understanding and strong buy-in of the programme by customers.
•Maintain a comprehensive knowledge base on other loyalty programmes, monitor industry trends and ensure distribution of the information to internal stakeholders.
•Accountable for co-ordination and support for a defined commercial region. As the primary Skywards’ contact, support commercial regions to achieve their revenue objectives by providing relevant and timely inputs on their members and managing Skywards promotions and processes on their behalf.
•Manage programme budgets and profitability. Control costs and conduct cost / benefit analysis to ensure the programme delivers within set commercial objectives. Monitor internal performance measures to ensure programme deliverables are on track.
•Select and manage teams - plan, assign priorities and monitor workloads. Conduct performance appraisals and support subordinates professional development.


Qualifications & Experience

•Degree preferably in the field of Marketing / Management / Business Administration / Product Development.
•8+ years of managerial experience in developing and implementing a range of product and marketing activities and functions, preferably for a Loyalty Programme within an airline or service industry.
•A proven ability to develop and implement customer relationship management programmes.
•Strong analytical skills with a proficiency for working with large data sets and analytical tools.
•Experience in project management.

•A creative and lateral thinker.
•Self-motivated, proactive and highly organised.
•Flexible to work longer hours when required and open to travel for business

Salary and Benefits

Tomorrow you could be living in dynamic Dubai and earning a tax-free salary with global benefits. Starting with two aircraft and a handful of enthusiastic people, we have grown at a phenomenal rate. We are now one of the fastest growing airlines in the world, flying to over 125 destinations across 6 continents. We are looking for people to join our global family of over 54,000 people from 160 nationalities across a diverse range of disciplines. If you are a high performer, seeking unparalleled career opportunities, join the Emirates team and help us create the future of travel.

We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1=Dh3.66. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the 'Dubai Lifestyle' section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.

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