Skywards Partnerships Controller

Retail & Lifestyle

To take an active role in the negotiation, implementation and day-to-day management and administration of Skywards Partnerships agreements within the assigned portfolio. Work with the Partnership Activation team to extract maximum value from assigned partnerships to ensure continued and increased member engagement pertaining to assigned retail and lifestyle partners.

Skywards Everyday

To take an active role in the negotiation, implementation and day-to-day management and administration of Skywards Partnerships agreements within the assigned portfolio, primarily Skywards Everyday. Work with the Partnership Activation team to extract maximum value from assigned partnerships to ensure continued and increased member engagement pertaining to assigned retail and lifestyle partners.

What You Will Do

• Manage partnerships at an operational level to ensure the smooth running of all partner agreements, amending and /or enhancing the customer proposition and business processes where required. This will include following up on all service failures, accounting and reconciliation issues, fraudulent activities, problem-solving and liaising with relevant departments within Emirates and within the partner organisation to swiftly resolve all operational and customer service problems which relate to the partners. Manage partner termination process where relevant.
• In line with meeting the annual revenue forecast for the assigned portfolio, work with various skywards stakeholders, not limited to Skywards Activation, Finance and Skywards Data Analytics teams to provide accurate and regular reporting on Partner performance and campaign success for business updates to Partnerships team and Skywards SLT.
• Proactively research and stay up to date with market trends and innovative practices and provide insightful suggestions/ideas to enhance Skywards Partnerships. Brainstorm partnership ideas with the Partnership Accounts Manager (e.g., new market trends, commercial models and/or user experiences).
• Support the Manager Partnerships and Partnerships Account Manager with ad-hoc projects and analysis, presenting findings in a professional format, i.e., white paper, power point or as agreed.
  

Partner campaigns

• In collaboration with the Partner Activations team and the assigned partner portfolio, identify and create relevant tactical campaigns to drive member engagement and revenue.
• Assist in creating briefs for campaigns with details of the systems setup, campaign codes and data to identify the target audience.
• Monitor campaign performance in collaboration with the Partner, Partner Activations and Data Analytics teams, raise reports to submit collective campaign performance results.
  

Partner Acquisition, Activation and Management, Retail & Lifestyle

• Responsible for supporting the Partnerships Account Manager with the sourcing and implementation of new loyalty partnership projects and contractual agreements according to the NAL (non-airline) Partnerships Team strategy and process, and to ensure that all external and internal Emirates and Skywards stakeholders involved with implementation of such partnerships are accurately briefed and project-delivery focused according to the Skywards Department PMO process.
• Actively participate in the contract and contract renewal negotiations with new and existing Partners, relevant to the assigned portfolio. Work with partners and Emirates Finance teams to ensure that all contractual payments are received according to payment terms throughout the duration of the partnership Agreements. Support and manage any accounting, billing and reconciliation discrepancies, security/fraud concerns and cases, and partner queries on a day-to-day basis, working with the partner and Emirates support teams.
• Monitor the monthly and annual NAL budget for the assigned partner portfolio and address negative forecast gaps.
  

Qualifications & Experience

This job might be for you if you have:

Qualifications

• Degree or Honours (12+3 or equivalent).
  

Experience

• Customer Service/Relationship Management (5+ years).
  

Knowledge/Skills

• Experience in Loyalty solutions /Relationship Management/Account Management or eCommerce/Retail Management.
• Demonstrated proficiency in analytical and numerical skills with ability to create financial, business cases.
• Proven experience with legal contracting with partners/clients.
• Marketing expertise, including Client communications experience.
• Strong interpersonal skills and business acumen, with ability to assertively manage internal and
• external stakeholders.
• Experience in developing digital platforms an advantage.