Job Description

OVERALL PURPOSE OF POSITION

The loyalty manager manages the strategy, tools, and tactics around how KM Malta Airlines acquires, engages, and retains customers. It helps the brand target the right audience and then provides benefits, experiences, and rewards that drive long-term engagement. The ultimate goal is to ensure that KM Malta Airlines is the number one choice for any traveller across our network.

RESPONSIBILITIES

• Help in developing a loyalty program product strategy that is economically viable and attractive to customers through ongoing refinement of benefits.
• Continuously review loyalty program activities, including customers’ behavior, engagement, program structure, financial performance, benefits, and processes.
• Effectively plan and manage active membership and member acquisition initiatives that align with set objectives through member research and testing plans to increase member knowledge and marketing effectiveness.
• Lead the loyalty strategy across all customer segments and touch points.
• Responsible for managing member lifetime value, member penetration, member spend, member communication and retention.
• Leading and managing all loyalty marketing projects/activities as required across the department and business.
• Responsible to integrate ancillaries with the loyalty program, giving more flexibility to customers to redeem points directly on the airline’s products.
• Responsible for defining member communication strategy, all loyalty program fulfilment processes and member services/support.
• Define partnership goals that generate incremental revenue and value for members.
• Benchmarking in key markets by regularly monitoring the competitors’ offering/latest trends and analyse customer data to identify key issues, trends and opportunities.
• Responsible for the day-to-day operations and the relationships with partners and stakeholders.
• Yearly budget of revenue and cost for the loyalty programme.
• Overseeing and managing the loyalty programme.
• Work closely with the Customer Support Centre on the day-to-day management of the loyalty account.
• Generate and evaluate reports on loyalty.
• Assist directly with any issues that may arise on a day-to-day basis including escalations.
• Liaise with the loyalty partners.
• Manage refunds or compensation to members according to the policy.
• Initiating and developing new services and products.
• Work with cross-functional stakeholders such as Marketing, Pricing, Finance, Ancillary, Legal, Inflight, Airport Services and Sales to develop and implement initiatives and campaigns that are data-driven and segment-focused to increase and drive customers’ behavior and engagement in the loyalty program.
• Billing partners for points’ redemption.
• Ensure systems are delivering the required functionality and where not, raise the issue with the appropriate team(s) and vendors.
• Responsible for participating in the department team’s objective, plans, procedures, and practices, and suggesting appropriate changes if needed.
• Ensure the distribution channels (online and offline) are effectively and efficiently supporting the program’s products and services.
• Ensure a seamless experience for the members through all customers’ touch points and throughout their travel journey.
• Accountable for planning and assisting in any tasks and duties as assigned by your related superiors.
• Construct, management and ongoing relationship management of any associated Loyalty program contracts.

EXPERIENCE, QUALIFICATIONS, AND SKILL

• Minimum 2 years experience in airlines, travel and/or hospitality (essential).
• Diploma MQF Level 5 or Degree MQF Level 6 or higher or relevant professional qualification (desirable).
• Knowledge of Tourism markets and the key players is preferable.
• Experience in managing marketing and promotional campaigns with good presentation skills, including excellent spoken and written English.
• Knowledge of other international languages will be an added advantage particularly Maltese.
• Management skills – Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop skills.
• Highly developed people skills to enable easy relatability to support the establishment of strong and meaningful relationships with colleagues, partners, suppliers and customers.
• Demonstrated ability to identify, prioritize and resolve key project and partnership issues.
• Demonstrated attention to detail and excellence in project management.
• Demonstrated ability to create and lead high performance and metrics focused teams that consistently exceed targets.
• Strong analytical skills, problem-solving and decision-making capability,
• Strong leadership skills and third-party management skills.
• Able to work, coach and develop a successful team with a can-do attitude.
• Participates in and contributes to cross-functional teams within Commercial and KM Malta Airlines.