Senior Frequent Flyer Programme Officer

6 months ago

Doha, Qatar Qatar Airways Full time

About the role

Deliver the overall long-term customer service strategy and develop plans to meet targets set by FFP Commercial as well as to continuously develop plans for the Privilege Club to ensure achieve measurable incremental revenues

Accountabilities:

- Supports Doha Sales and be visible and available to meet/greet and assist any Gold/Platinium members with problems to ensure high level of service is provided. Effectively monitors the member base of Platinum members and ensure to maintain strong relationships.
- Develop and monitor service standards to align with Privilege Club HO. Conduct frequent checks on membership accounts to ensure all staff are adhering to the policies and procedures
- Work closely with FF HO to develop and maintain competitor analysis system and monitor competitive offerings plan and design revenue generating loyalty products.
- Implement and communicate any new benefit programme and ensure internal and external stakeholders are aware of any changes.
- Work closely with the sales operations team and continually review FF procedures and standards to ensure service delivery is met. Regularly review work processes and procedures and work for areas of improvement.
- Plans and organizes FF plans on quarterly basis along with the CTO's to ensure targets are achieved.
- Oversees all CTOs related to issuing Redemption Tickets. Will act as the focal point of contact to support all CTOs for any system-related issues pertaining to Privilege Club Programme. Provide daily reports to management on the acquisition performance of all CTO's. Ensure all CTOs are informed of programme changes and enhancements as well as new programme policies to ensure consistent communication is sent out to all FFP members.
- Liaise with the Doha Sales' Team for any possible membership acquisition and provide support with FFP development by visiting corporate accounts along with the assigned Account Managers to promote FFP awareness within their company as well as to acquire members to drive incremental revenue.
- Effectively support the implementation of any FF promotion and campaigns such as new enrolments, Double QMIles Campaigns, Bonus QMIles Campaigns in line with the current tactical and promotial fares campaigns.
- Supports the Privilege Club Commercial and review procedures and standards to ensure service delivery meets customer needs.
- Attends to members' complaints or issues/concerns that cannot be resolved by the Ticketing Officers/Supervisors for Qatar based members in order to keep their loyalty with the airline.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible.

**Qualifications**:
About You
- Bachelor’s Degree or Equivalent with minimum 4 years of job-related experience
- Bilingual Arabic and English preferred
- Frequent Flyer experience
- Experience in Ticketing and Customer Contact
- Preferred experience in Loyalty & Marketing
- Knowledge of Amadeus Reservations System and Ticketing
- Strong Communication skills

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

How to Apply

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