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Synopsis
The purpose of this role is to design and deliver a strategic plan to engage, recognise and reward our high value members, through benefits and experiences. Working closely with other stakeholders to deliver customer experiences that enables consistency and recognition at every touchpoint.
Accountabilities
- Benefits: Taking an innovative approach to benefits and rewards – specifically lifestyle benefits, tiering, and status retention. Making our members feel valued, special, able to tailor rewards and receiving preferential treatment that other customers don’t
- Engagement: Responsible for strategic engagement plan for high valued members which includes:
- Understand our high value members and their profiles
- Establishing flags for significant changes in behavior and driving personalized activity
- Drive incremental revenue from our top members
- Curate events and delivery of benefits to specific to HVGs
- Sponsorship asset utilization through integrating loyalty into local and international events
- Programme Improvement: Deliver programme enhancements - working with relevant stakeholders on continuous improvement of the loyalty programme and introduction of new initiatives, and integration with new lifestyle partners. Drive positive member NPS by understanding our member feedback, and benchmarking against competitors and market leading programmes
- Virtual Clubs: responsible for management of virtual clubs benefits and membership base to drive incremental value to Etihad Airways
- Execute assigned tasks: in compliance with established standards and procedures so that work is carried out in a controlled, timely and consistent manner. This role also requires supporting programme activities across the Etihad Guest team
Education & Experience
Bachelors degree in a related field from an accredited college/university and/or relevant experience
4 years relevant work experience, with at least 3+ years’ experience with premium customer servicing
Requirement to be proficient in working with data
Experience with event management / brand activations preferred
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com
