Loyalty Digital Manager (Airline Digital Assets)

Synopsis

This role will be the owner of maximizing the value of our digital assets to drive loyalty member engagement and operational efficiency. It includes definition and execution of member digital experiences and self-service initiatives. This role will also include leveraging digital assets to facilitate targeted engagement with our partner ecosystem across various initiatives & promotion, ensuring relevant and impactful digital journey and member experience.

Accountabilities

• Lead digital campaigns, with Marketing stakeholders, to promote partner offers, ensuring relevance to member segments surfaced at the appropriate channels.
• Maintain consistent functionality and performance of digital platforms.
• Collaborate with IT to resolve issues and implement enhancements. 
• Own digital relations with partners, ensuring that partner digital integrations are functioning correctly.
• Platform Functionality & Consistency: Own backlog of initiatives and features for implementation, to resolve issues.
• Member Engagement & Experience Optimization: Own design of seamless and engaging digital journeys for loyalty members across all platforms (web, app, IFE, Crew Tab etc) and touchpoints of member interaction.
• Create, monitor and optimize digital touchpoints to enhance user experience and engagement.
• Lead engagement with multiple stakeholders to ensure member facing digital content is relevant & accurate.
• Partner with Digital, Ecommerce, Marketing and IT stakeholders for A/B testing.
• Digital Self-Service Initiative Leadership: Identify, develop, and implement digital self-service solutions for manual/offline member interactions. Manage self-service projects, ensuring timely delivery and measurable results.
• Own optimization of self-service functionality for improved efficiency, including liaising with Guest Experience and service delivery team.
• Partner Ecosystem Engagement (Digital Assets): Drive strategic to leverage digital assets to facilitate targeted engagement with partner offers and initiatives.

Education & Experience

• Bachelor's degree in Computer Sciences, Technology, Business Administration, Data Analysis, or a related field (preferred).
• Minimum 5 years of experience in loyalty programme analysis, or Ecommerce business.
• Strong analytical and problem-solving skills with experience in data analysis tools.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong understanding of user experience, Digital ecosystems, as well as Airlines, and Loyalty programme concepts.