Loyalty Program Manager at MalaikAir

What an exciting time to join MalaikAir! We plan to be the best airline in the history of aviation. Our shared purpose – Connecting
People, by building a Bridge between Africa and The Caribbean – is about more than getting people from one place to another. It also means that as a Glo-Cal business that operates in Quadruple locations around the world with millions of customers and hundreds of employees, we have a responsibility to uplift and provide opportunities in the places where we work, live, fly and we can only do that with a truly diverse and inclusive workforce

Job Description
We are seeking a highly motivated and experienced individual to join our team as the Malaikair Frequent Flyer Mileage Program Loyalty Manager. In this role, you will be responsible for developing and implementing strategies to enhance customer loyalty, engagement, and satisfaction within our frequent flyer mileage program. You will play a crucial role in driving customer retention and maximizing the value of our loyalty program.

Responsibilities:
1. Develop and execute a comprehensive loyalty program strategy:
• Analyze market trends, customer behavior, and program performance to identify opportunities for improvement and growth.
• Define the strategic direction of the Malaikair frequent flyer mileage program, setting clear objectives and goals.
• Design and implement initiatives to enhance customer loyalty, increase engagement, and drive program enrollment.

2. Manage and optimize the frequent flyer mileage program:
• Oversee the day-to-day operations of the loyalty program, ensuring seamless execution of program activities.
• Monitor program performance, track key metrics, and generate reports to evaluate the effectiveness of loyalty initiatives.
• Identify areas for improvement and implement enhancements to optimize the program's value proposition.

3. Strategic Partnership Management:
• Identify and establish strategic partnerships with other airlines, hotels, and service providers to enhance the value proposition of the loyalty program.
• Negotiate agreements and collaborate on joint promotions to incentivize program members and expand redemption options.

4. Continuous Program Improvement:
• Implement feedback mechanisms to gather insights from program members and stakeholders for ongoing improvement. Financial Management:
• Develop and manage the budget for loyalty program initiatives, ensuring efficient allocation of resources and maximizing ROI.

5. Enhance customer experience and engagement:
• Develop personalized and targeted communication strategies to engage program members and foster a sense of loyalty.
• Collaborate with various departments, such as marketing and customer service, to ensure consistent and compelling messaging
across all touchpoints.
• Implement initiatives to enhance the overall customer experience, including exclusive benefits, recognition programs, and tailored
  In the years ahead, we will hire hundreds of people across every area of the airline. Our competitive benefits package aimed at keeping you happy, healthy and well-travelled. From employee-run "Business Resource Teams" to world-class benefits like employee assistance plan (EAP), employee wellness program and privileges like space available travel, MalaikAir is truly a one-of-a-kind place to work. Are you ready to travel the world?
   offers.

6. Drive member acquisition and retention:
• Develop and execute marketing campaigns to attract new members and promote program enrollment.
• Implement retention strategies to minimize member churn and maximize customer lifetime value.
• Analyze feedback, conduct surveys, and gather insights to continuously improve the program and meet member expectations. 7. Collaborate with cross-functional teams:
• Work closely with the marketing team to develop promotional materials and campaigns that effectively communicate the value of the loyalty program.
• Collaborate with IT and data analytics teams to ensure seamless program operations, accurate data tracking, and reporting.
• Liaise with customer service teams to address member inquiries, resolve issues, and provide exceptional customer support.

Requirements:
• Bachelor's degree in marketing, business administration, or a related field (Master's degree preferred).
• Proven experience in loyalty program management, customer relationship management, or marketing.
• Strong understanding of loyalty program design, customer segmentation, and engagement strategies.
• Knowledge of current industry trends and best practices in loyalty programs and customer loyalty management.
• Excellent analytical skills, with the ability to interpret data, identify insights, and make data-driven decisions.
• Exceptional communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with members.
• Strong project management skills, with the ability to handle multiple priorities and deliver results within tight deadlines.
• Attention to detail and a strategic mindset to drive program growth and optimization.
• Familiarity with airline industry and frequent flyer programs is highly desirable.
Join our team and play a key role in shaping and enhancing our Malaikair frequent flyer mileage program, driving customer loyalty, and delivering exceptional experiences to our valued program members.