Job Description
About the role:
The Skywards Programmes controller will be responsible for supporting the development of key functions of Skywards, Emirates Frequent Flyer Programme to influence members to behave in ways that positively affects profit drivers for the airline.
What you will do:
- Using both qualitative and quantitative techniques, analyse customer preferences and member data to generate insights and leverage opportunities to improve share of wallet and engagement among Emirates customers and increase profit for the airline. Support the development of effective segmentation and targeting of members to drive incremental revenue opportunities.
- Support the design, business case and execution of member engagement programmes to deliver a richer, more flexible, personal, compelling, and competitive loyalty proposition.
- Develop and implement proactive communication and education strategies to ensure a clear understanding and strong buy-in of the programme by customers and internal stakeholders. Ensure all elements comply with published corporate standards.
- Support the management of programme budgets and profitability. Control costs and conduct cost / benefit analysis to ensure the programme delivers within set commercial objectives. Monitor internal performance measures to ensure programme deliverables are on track.
- In close coordination with the Customer Strategy & Retention Team within Corporate Communications, Marketing & Brand, support the development of Skywards member engagement and lifecycle strategy encompassing personalised communications and offers that are triggered for Skywards Members when pre-defined events occur within a customer trip journey or programme engagement milestone
- Support the development of value propositions for defined member segments and audiences that maximise engagement. These can be customer related (cart abandon, pre-trip, pre-flight, post flight) or member related (acquire, welcome, on-board, activate, stretch, redeem, retain, win-back) and apply across ATL, BTL digital, communication channels including events and activations.
- Support the development of Skywards member enrolment strategy with a core focus on digital channels, supported by relevant in-person touchpoints where opportunities exist.
- Support the capture and consolidation of new ideas and needs of wider Skywards stakeholders (Commercial Engagement, Partnerships) and incorporate into overarching member engagement strategy.
** Please note this is a 9 months contract role***
