Lead Member Experience & Engagement

Synopsis

This role is responsible for ensuring that members have a positive, seamless, and engaging experience across Etihad Airways, Etihad Guest, and our partners. Combining both member experience management and engagement strategies, focusing on enhancing satisfaction, loyalty, and long-term relationships with members. The Manager will lead initiatives, oversee member feedback processes, and work closely with cross-functional teams to deliver exceptional experiences and increase engagement.

Accountabilities

• Design and implement strategies to improve member experience from onboarding to retention, ensuring high-quality, personalized service and resolving pain points for positive interactions. Continuously improve member-facing processes for better efficiency and effectiveness
• Develop and execute engagement initiatives, including events, advisory boards, and campaigns, to boost participation and strengthen relationships. Collaborate with marketing to create content and use digital platforms (e.g., social media, email, earned media) to enhance engagement and inform members aligned with programme objectives.
• Collect and analyse member feedback to identify areas for improvement and address concerns promptly. Implement systems to track satisfaction, engagement, and loyalty, providing regular reports on trends and insights.
• Collaborate with marketing, customer support, and product/service teams to align strategies and incorporate feedback into the flying and on the group experience. Support campaigns to boost engagement and attract new members.
• Use data analytics to track member behaviour and engagement, reporting on key metrics and refining strategies based on insights to optimize satisfaction and retention.
• Develop initiatives to build a sense of community among members, fostering networking, knowledge-sharing, and relationship-building.
• Lead, mentor, and manage a team focused on member experience and engagement, providing training and setting performance goals to ensure engagement and satisfaction targets are met.

Education & Experience

• Bachelors degree in Business, Marketing, Communications or related fields.
• 7 years of experience in customer experience, member engagement or related roles.
• Proven success in leading and implementing strategies that drive member engagement.
• Experience managing high performing teams and cross-functional teams across departments.
• Excellent communication skills, analytical mindset with experience using data to inform decisions.
• Familiarity with member segmentation, engagement metrics, and CRM tools a plus.
• Experience with event planning a plus.

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