Consumer Loyalty Representative
3 weeks ago
The Skywards Commercial Specialist -Digital Loyalty, will be responsible for executing the EmiratesSkywards strategy to create innovative, real-time, always-on memberexperiences that drive traffic, log-in, conversion, upsell, andswitch-sell on Emirates & flydubai’s direct saleschannels (Digital platforms, Retail & Contact centres,NDC). The role will leverage member insights and innovativesolutions, optimise global earn & spend tactics on a highlytargeted and real-time basis, ensuring alignment with Emirates (EK)and flydubai (FZ) commercial imperatives. The Skywards CommercialSpecialist will also deliver commercial reporting and insights,including agile test & learn programs as well ascollaborate on cross-functional projects, initiatives, and enablersto grow Skywards members’ direct channelcontribution.
What You WillDo
- Accountable for drafting andexecuting Emirates Skywards earn & spend tactics onEmirates direct sales channels to positively influence membertraffic, conversion and spend. Leverage member, operational andmarket data to ensure such tactics are highly targeted and gearedto airline commercial objectives. Assume responsibility for scopingand briefing of related systemenhancements.
- Assist with assigned workstreamsof the broader commercial/departmental transformational and/orcross-functional projects involving stakeholders from Skywards,Marketing, Ecommerce, Enterprise Analytics, Commercial, RevenueManagement, and IT. Once implemented, assume responsibility todrive tactics to further inflate member contribution to directchannels.
- Implement solutions to facilitatetactical channel switch, in collaboration with Regional E-Commerceteams, Retail & Contact Centre, Revenue ManagementRoutinely showcase results and evolve bestpractices
- Expand Always-On tactics scope toretain Skywards distinction for delivering insights-drivenindustry-first member experiences on digitalchannels.
- Leverage ML model outputs foroptimization of loyalty mechanics by assessing relevance ofincentives/rewards to customize / adjust program rules, regularlytesting & iterating experiences to maximize ROI and delivervalue to members
- Accountable for key EK/FZSkywards commercial quantitative data requirements, enhancements,and reporting output. This may involve production and publishing ofscheduled and ad hoc reports, raising and following-up onanalytical requests, analysing and commenting on trends, patternsand outcomes.
- Proactively engage in training& upskilling on relevant systems, tools, and techniques ona regular basis and in discussion with the line manager. Mentor newor junior members of the team based on own skill, knowledge, andexperience.
Qualifications&Experience
Thisjob might be for you if you have:
- Degree or Honors (12+3 or equivalent)in Commerce/Marketing/Economics or a relatedfield
- Must have 5+ years in airline management,loyalty marketing programmes and digital loyalty platforms,e-commerce. Project management experience of leading loyaltyprojects
- Track record of delivering outputs andtargets in a fast-pacedenvironment
- Self-reliant and driven to achievegoals, with strong organisationalskills
- Demonstrated ability to use initiativeand apply creative ideas within a corporateenvironment
- Exceptional communication andpresentation skills
- Strong attention to detailand comfortable participating in technicalconversations
- Ability to plan and deliveroutcomes on the basis of priority and effective management oftime
- Track record of successful projectmanagement and collaborative problemsolving
- Excellent data and analytical skillswith competence in standard BI tools anadvantage
Desired candidate profile
As aDigital Loyalty Specialist, several key skills and qualificationsare important for success in the role. Here are some essentialones:
CustomerEngagement: Ability to develop strategies thatenhance customer interaction and drive loyalty through digitalchannels.
DataAnalysis: Proficiency in analyzing customer data andloyalty program metrics to assess performance and informstrategies.
DigitalMarketing: Understanding of digital marketingtechniques, including email marketing, social media, and contentmarketing, to promote loyaltyprograms.
CRMSystems Knowledge: Familiarity with CustomerRelationship Management (CRM) software to manage customer data andinteractionseffectively.
ProjectManagement: Skills in planning, executing, andmanaging loyalty program initiatives from concept tolaunch.
CommunicationSkills: Strong verbal and written communicationskills to convey program benefits and engage with customerseffectively.
Problem-Solving:Ability to address customer concerns and adapt loyalty strategiesbased on feedback and changing marketconditions.
TechnicalSkills: Understanding of digital platforms and toolsthat support loyalty programs, including app development andwebsiteintegration.
Creativity:Innovative thinking to design compelling loyalty initiatives thatresonate withcustomers.
MarketResearch: Skills in conducting research tounderstand customer preferences and competitivelandscapes.
These skillsare crucial for building and managing effective digital loyaltyprograms that enhance customer retention andsatisfaction.
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