Loyalty Manager

Qualifications, Skills, and Competencies:

• Bachelor’s Degree, computer science, Administration, Finance, Marketing, or a related field
  
• At least 3 years at senior level in a reputable airline handling loyalty and partnerships.
  
• Experience in Travel/Airlines industry - preferably in commercial sales management.
  
• Strong background in dealing with hospitality/travel industry sales or managing corporate accounts with international clients.
  
• Proven record of hitting sales targets with exceptional win rates.
  
• Experience in the development of RFP responses, sales pitches and bid management.
  
• Experience in managing marketing and promotional campaigns with good bid presentation skills.
  
• Prior knowledge of the European, African, Asian aviation markets
  
• Knowledge of Tourism markets and the key players would be an advantage.
  
• Excellent spoken and written English plus a good trainer.
  
• Knowledge of other international languages will be an added advantage.
  
• Management skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.
  

• Design and implement an attractive loyalty program for Uganda Airlines
  
• Develop a loyalty program’s product strategy that is economically viable to Uganda Airlines and attractive to customers through on-going refinement of customer benefits.
  
• Continuously review loyalty program activities including member behaviour, member engagement, program structure, financial performance, benefits, and processes
  
• Effectively plan and manage active membership and member acquisition initiatives that align with set airline’s objectives through member research and testing plans to increase member knowledge and marketing effectiveness.
  
• Formulate and manage marketing plans for recruitment, new member conversion, reactivation and reduce churn rate to achieve active membership targets.
  
• Defining a member-based strategy and tactics to manage member lifecycles in order to drive loyalty as well as align with the business objectives of Uganda Airlines.
  
• Lead Uganda Airlines loyalty strategy across all customer segments and customer touchpoints.
  
• Responsible in managing member lifetime value, member penetration, member spend, member communication and retention.
  
• Responsible to drive incremental revenue by increasing ancillary revenue and overall bookings.
  
• Leading and managing all loyalty marketing projects/activities across the department and business as required
  
• Responsible in defining member communication strategy, all loyalty program fulfilment processes and member services/support.
  
• Develop and implement loyalty partnerships for Uganda Airlines across varied businesses such as Financial Services, Retail, Telco, Hotels etc. to drive member acquisition, partner revenue, member engagement, profitability, and retention.
  
• Define partnership goals that generate incremental revenue for Uganda Airlines and value for program members.
  
• Partnership benchmarking in key markets by regularly monitoring the competitors’ offering/latest trends and analyse customer data to identify key issues, trends, and opportunities.
  
• Responsible for the day-to-day operations and the relationships with partners and stakeholders.
  
• Manage program budget and cost.
  
• Manage regional offices/outstations to ensure seamless loyalty experience for the members through all customers’ touchpoints and throughout their travel journey.
  
• Analyse, interpret and use complex data to support business decisions to the benefit of the program and customers.
  
• Ensure online and offline distribution channels are effectively and efficiently supporting the program’s products and services.
  
• Work with cross-functional stakeholders such as Marketing, E-commerce, Sales, Ground Operations and Contact Centre to develop and implement initiatives and campaigns that are data-driven and segment-focused to increase and drive members’ behaviour and engagement in the loyalty program.
  
• Responsible to participate in the department/team’s objective, plans, procedures, and practices, and suggest appropriate changes if needed.
  
• Provide loyalty product expertise and leadership to various teams across the network.