Manager Loyalty Marketing

3 months ago

Doha, Qatar Qatar Airways Full time

Qatar Airways are excited to be launching a new opportunity to join our Customer Engagement & Loyalty as a Manager Loyalty Marketing.

As a Manager Loyalty Marketing, you will be responsible for setting up and driving the strategic direction for Privilege Club marketing and communications, in particular - delivering strategies that will cover all member acquisition, member engagement and retention activities.  You will ensure that these meet the overall loyalty objectives, and commercial objectives of Qatar Airways.

You will also ensure that all appropriate acquisition and retention activities, including events and sponsorships, are delivered to develop and enhance long-term member engagement, as well as lead the Department’s push towards personalization by getting the right offers in the right messages to the right customers at the right time through the right channel.

Other operational duties will include:

Strategic

  • Identification of potential drivers of customer stickiness and member acquisition, and testing them with customers, thus rolling out the best result
  • Defining and setting Network-wide Privilege Club revenue KPIs
  • Developing profitable campaigns to drive member revenue and engagement
  • Optimization of member acquisition, engagement and retention through the development of segment-specific and/or personalized marketing plans
  • Developing and maintaining a highly functional digital marketing infrastructure, as well as a non-digital marketing plan
  • Delivery of compelling promotional communications that drive measurable incremental revenue to Qatar Airways and Privilege Club
  • Ensuring that the marketing and communications strategy aligns and delivers against the targets and objectives of the Privilege Club 

Operational

  • Management of marketing and segmentation for Privilege Club and drive the future direction of communication for the program
  • Technology Innovation: Defining and prioritizing technology requirements for Loyalty Marketing.
  • Research, monitoring and reporting on best practices and localization of products based on market needs

Marketing Communication

  • Development, implementation, and continuous evolvement of an effective marketing strategy across all relevant channels
  • Development and implementation of a dynamic content management infrastructure to allow for real-time communication with members.
  • Launching new communication channels as required
  • Managing mobile channel development to create a consistently excellent user experience

Web Analytics

  • Leading the continued evolution of Social Media as a critical marketing channel for Privilege Club
  • Making sure robust tracking, reporting, and analysis are in place to ensure continuous improvements of channel and campaign performance
  • Ensuring use of best in class Social Media functionalities for Privilege Club

Stakeholder Management

  • Leading the engagement with external stakeholders to ensure adherence to the Privilege Club brand across all communication devices and channels
  • Communicating new QR marketing developments in a way that is relevant to business stakeholders

Budget

  • Management, optimization and delivery of the Privilege Club Marketing budget (almost entirely direct marketing) of USD 2M.
  • Delivery of the revenue budget for sale of miles to members directly through the buy / gift / transfer / extend / revalidate of miles, annual revenue target USD 0.5M

Qualifications

About You

A successful candidate should possess the following experience and qualifications:

Job-Specific Skills

  • College / University Bachelor’s Degree or equivalent qualification
  • A minimum of 8 years of digital & direct marketing and technology experience to cover social media, web analytics, email and mobile marketing
  • Proven quantitative, analytic, planning, team leadership and project management experience
  • A minimum of 8 years tenure in both technical and commercial roles
  • Experience working in the Middle-East and expertise gained through working with multi-cultural customers base
  • Cross-functional work experience (Marketing, IT, customer care)
  • Experience coordinating complex product development cycles and technology/innovation schedules.
  • Strategic and analytical capabilities, ability to effectively interpret data and strong communication and presentation skills
  • Good understanding of key trends in loyalty marketing and communications

Team Management Skills

  • Managerial 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. 
  • Experience dealing with loyalty programs

Application Guidelines

Employees must submit applications through internal vacancies portal (via GEMS) only.

Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.

  • All internal candidates can only have three active applications at any point in time.
  • All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role
  • All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process
  • If you are Cabin Crew or Deck Crew(Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.

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