Loyalty Operations Manager for Melbourne
2 weeks ago
Loyalty Operations Manager for Melbourne
The selected candidate will take a lead role in the assigned region to manage, plan, and execute the airline's strategy for customer loyalty, across all customer segments, including Programme Members, Non-Members, and members of partner programs. Works closely with Head Office Loyalty team to strategically employ customer data to personalize a premium, global, flexible offering that fully leverages the company's 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.
Accountabilities:
·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.
·Tracks closely the performance trends of each channel with the help of comprehensive dashboards and performance tracking tools, and takes corrective actions as necessary to ensure the assigned region will achieve their targets.
·Manages all Loyalty activities related to budgeting, workflows, and processes for the assigned region.
Key Performance Indicators (KPIs):
- Customer lifetime value (CLV)
- Net Promoter Score (NPS)
- Member penetration
- Communication engagement rate
- Partner revenue
- Redemptions
- Membership populations
- Member spend
Your Skills. Your Imagination. Your Ambition.
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Qualifications:
·High school qualification/ Vocational Qualification/ Diploma or Equivalent with minimum 7 years of job-related experience
·Strong experience required in Marketing as well as Digital
·Experience in corporate business acquisition, partnerships, and Loyalty Marketing is required.
·Managerial Skills- Ability to delegate work, set clear direction, and manage workflow. Strong mentoring and coaching skills.
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