Consumer Loyalty Representative

Roles and responsibilities

The Skywards Commercial Specialist - Digital Loyalty, will be responsible for executing the Emirates Skywards strategy to create innovative, real-time, always-on member experiences that drive traffic, log-in, conversion, upsell, and switch-sell on Emirates & flydubai’s direct sales channels (Digital platforms, Retail & Contact centres, NDC). The role will leverage member insights and innovative solutions, optimise global earn & spend tactics on a highly targeted and real-time basis, ensuring alignment with Emirates (EK) and flydubai (FZ) commercial imperatives. The Skywards Commercial Specialist will also deliver commercial reporting and insights, including agile test & learn programs as well as collaborate on cross-functional projects, initiatives, and enablers to grow Skywards members’ direct channel contribution.

What You Will Do

• Accountable for drafting and executing Emirates Skywards earn & spend tactics on Emirates direct sales channels to positively influence member traffic, conversion and spend. Leverage member, operational and market data to ensure such tactics are highly targeted and geared to airline commercial objectives. Assume responsibility for scoping and briefing of related system enhancements.
• Assist with assigned workstreams of the broader commercial/departmental transformational and/or cross-functional projects involving stakeholders from Skywards, Marketing, Ecommerce, Enterprise Analytics, Commercial, Revenue Management, and IT. Once implemented, assume responsibility to drive tactics to further inflate member contribution to direct channels.
• Implement solutions to facilitate tactical channel switch, in collaboration with Regional E-Commerce teams, Retail & Contact Centre, Revenue Management Routinely showcase results and evolve best practices
• Expand Always-On tactics scope to retain Skywards distinction for delivering insights-driven industry-first member experiences on digital channels.
• Leverage ML model outputs for optimization of loyalty mechanics by assessing relevance of incentives/rewards to customize / adjust program rules, regularly testing & iterating experiences to maximize ROI and deliver value to members
• Accountable for key EK/FZ Skywards commercial quantitative data requirements, enhancements, and reporting output. This may involve production and publishing of scheduled and ad hoc reports, raising and following-up on analytical requests, analysing and commenting on trends, patterns and outcomes.
• Proactively engage in training & upskilling on relevant systems, tools, and techniques on a regular basis and in discussion with the line manager. Mentor new or junior members of the team based on own skill, knowledge, and experience.
  

Qualifications & Experience

This job might be for you if you have:

• Degree or Honors (12+3 or equivalent) in Commerce/Marketing/Economics or a related field
• Must have 5+ years in airline management, loyalty marketing programmes and digital loyalty platforms, e-commerce. Project management experience of leading loyalty projects
• Track record of delivering outputs and targets in a fast-paced environment
• Self-reliant and driven to achieve goals, with strong organisational skills
• Demonstrated ability to use initiative and apply creative ideas within a corporate environment
• Exceptional communication and presentation skills
• Strong attention to detail and comfortable participating in technical conversations
• Ability to plan and deliver outcomes on the basis of priority and effective management of time
• Track record of successful project management and collaborative problem solving
• Excellent data and analytical skills with competence in standard BI tools an advantage

Desired candidate profile

As a Digital Loyalty Specialist, several key skills and qualifications are important for success in the role. Here are some essential ones:

1. Customer Engagement: Ability to develop strategies that enhance customer interaction and drive loyalty through digital channels.

2. Data Analysis: Proficiency in analyzing customer data and loyalty program metrics to assess performance and inform strategies.

3. Digital Marketing: Understanding of digital marketing techniques, including email marketing, social media, and content marketing, to promote loyalty programs.

4. CRM Systems Knowledge: Familiarity with Customer Relationship Management (CRM) software to manage customer data and interactions effectively.

5. Project Management: Skills in planning, executing, and managing loyalty program initiatives from concept to launch.

6. Communication Skills: Strong verbal and written communication skills to convey program benefits and engage with customers effectively.

7. Problem-Solving: Ability to address customer concerns and adapt loyalty strategies based on feedback and changing market conditions.

8. Technical Skills: Understanding of digital platforms and tools that support loyalty programs, including app development and website integration.

9. Creativity: Innovative thinking to design compelling loyalty initiatives that resonate with customers.

10. Market Research: Skills in conducting research to understand customer preferences and competitive landscapes.

These skills are crucial for building and managing effective digital loyalty programs that enhance customer retention and satisfaction.