We are recruiting for Loyalty Manager for Melbourne, Australia.
The selected candidate will be taking a lead 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 personalize a premium, global, flexible 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.
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 he 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 Personalization and Platform (CIPP) and 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 spaneting leaders to ensure providing aligned world-class loyalty spaneting.
Actively lobby for deeper digital integration with partner assets.
Research, monitor and report on best practices ad localize products based on spanet needs to capitalize on key loyalty focused opportunities.
Work closely with Head Office Loyalty team and other stakeholders to seek out technology innovation partners/ requirements 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.
Develop regional partnerships geared towards reinforcing Privilege Club position and continually optimize partner spaneting 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.
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