Job Title: Loyalty Programs Manager
Location: Nairobi,KE
Organization Name: Commercial
Department Description
Welcome aboard Kenya Airways!
Kenya Airways is truly the Pride of Africa. Our global network now reaches 47 destinations, 39 of which are spread across the Africa continent. Our 26 modern aircraft, including four Boeing 777 series, makes us one the youngest fleets in Africa.
Kenya Airways opens a world of opportunity across the continent helping create sustainable development by connecting its people and businesses within Africa and around the world.
At Kenya Airways we believe our greatest asset is our people. When you join Kenya Airways we provide you with training and all the systems and tools you require to perform. And best of all, we provide an environment that enables each and every one of our employees to achieve their full potential.
Brief Description
Location: Nairobi,KE
Organization Name: Commercial
Department Description
Welcome aboard Kenya Airways!
Kenya Airways is truly the Pride of Africa. Our global network now reaches 47 destinations, 39 of which are spread across the Africa continent. Our 26 modern aircraft, including four Boeing 777 series, makes us one the youngest fleets in Africa.
Kenya Airways opens a world of opportunity across the continent helping create sustainable development by connecting its people and businesses within Africa and around the world.
At Kenya Airways we believe our greatest asset is our people. When you join Kenya Airways we provide you with training and all the systems and tools you require to perform. And best of all, we provide an environment that enables each and every one of our employees to achieve their full potential.
Brief Description
- Achieve a high level of customer satisfaction through the development of excellent loyalty service programs and effective customer service teams.
- Develop and execute effective loyalty marketing and communication plans to achieve customer loyalty and revenue objectives.
Detailed Description
- Manage Flying Blue and KQ co-branded cards
- Plan and implement Frequent Flyer Programs (FFP) and activities to maximize customer loyalty
- Identify and negotiate agreements with other FFP partners to expand the KQ customer base, revenue loyalty base
- Train the frontline staff on the Flying Blue programme and other loyalty programs to ensure increased membership and efficient processing and handling of loyalty issues
- Ensure delivery of loyalty processes at all loyalty touch points across the KQ network for best overall positive customer experience
- Ensure optimum utilization of marketing, sales and communication actions to achieve loyalty program objectives
Job Requirements
Knowledge, Skills, Experience
Knowledge, Skills, Experience
- 6 years experience in loyalty marketing management
- Proven customer service experience handling front and back office functions including walk-ins and e-mail correspondence.
- Proven experience in managing a team of customer service staff.
- Experience in change management is a plus.
- Proven customer service reporting skills.
- IATA/UFTAA diploma is preferable.
- Proven customer service related training.
Additional Details
- Weekly/Month/Year shared SLA and KPI/reports of helpdesk performance against targets, incl. that of individual staff performance.
- High scores on loyalty customer satisfaction surveys
- High test scores on agent understanding of Flying Blue
- Successful and timely implementation of customer service project initiatives for improved service performance.
- Improved turnaround and efficiency in award order requests across the network.
- Increase in no of redemptions and revenue from marketing promotional activities.
- Achievement of set loyalty revenue targets
- Excellent working knowledge of work flows, policies and procedures
Click here to apply
Closing Date: 19-Feb-2010
Grade: H11
