Loyalty Operations Manager

Loyalty Operations Manager


Abu Dhabi, AE



This role plays a pivotal role in ensuring the seamless execution and delivery of daily loyalty programme operations. This role will be responsible for owning and managing key processes, optimizing them for efficiency, and driving continuous improvement. This will involve working with various platforms like the Loyalty Management System (LMS), Passenger Service System (PSS) etc. This role will liaise with internal and external teams like IT and Partnerships, fostering collaboration to achieve programme goals


Process Management & Optimization  

  • Own and manage key loyalty programme processes within the LMS, PSS, and other relevant platforms.  
  • Identify opportunities to streamline processes, improve efficiency, and minimize errors.  
  • Liaise with Partners, and Member Services team to identify process improvement opportunities.  
  • Implement process improvements and monitor their effectiveness.  
  • Develope and maintain clear documentation for all loyalty programme processes. 

Product & Platform Management:  

  • Work closely with IT teams to ensure the smooth operation and functionality of the LMS, PSS, and other loyalty programme platforms.  
  • Implement changes to processes as part of other Programmes/Initiatives and campaigns.   
  • Identify and troubleshoot technical issues impacting operations & liaise with IT to prioritize and resolve system-related issues.  
  • Stay up-to-date on new functionalities and capabilities to improve operations and/or create new processes.  
  • Design new programme offerings by enhancing or using existing product/platform capabilities.   

Data & Reporting:  

  • Define and monitor key programme operations metrics.   
  • Analyze programme data to identify trends and opportunities for improvement.  
  • Develope and implement strategies to enhance programme engagement and customer retention.  

Collaboration & Communication:  

  • Partner with internal teams like IT, Marketing, Customer Service, and Partnerships to ensure programme success.  
  • Clearly communicate programme updates, policies, procedures, and system changes to relevant stakeholders.  
  • Maintain open communication channels with partners, IT support teams, and other internal departments.  

Education & Experience


  • Bachelor's degree in Computer Science, Business Administration, Marketing, Information Systems, or a related field . 
  • MBA is an advantage, but not mandatory.  
  • Minimum 5 years of experience in loyalty programme operations or a related field, with experience working with loyalty management systems and other relevant platforms. 
  • Experience with a Loyalty Management System (min. 3 years). 
  • Experience working with airline reservation systems (PSS) is a plus. 
  • Experience/Knowledge of Data Anaysis and associated tools (preferred) 
  • Strong understanding of business analysis principles and methodologies. 
  • Proven experience in process improvement and optimization. 
  • Excellent analytical and problem-solving skills. 
  • Strong communication, interpersonal, and collaboration skills. 
  • Ability to manage multiple priorities, work effectively in a fast-paced environment, and maintain a prioritized project backlog. 
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with project management tools. 
  • Ability to work independently and manage multiple priorities in a fast-paced environment. 

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