This is an exciting opportunity to lead the customer engagement transformation in Qatar Airways rebuilding the Customer Loyalty, Customer Care, and Customer Insights, Personalization departments into a unified, personalized approach to customer engagement, driving lifetime customer value and long-term airline profitability, while continually improving customer experience.
This journey will be driven by a digital transformation across the Group as well.
In essence, you will lead all three units to world-class status through best practice, innovation, and agile test & learn approach.
Business Strategy & Advisory
In this role, you will develop the Airline’s Loyalty and Customer Engagement Strategy, aligned with the Group’s brand positioning to continually optimize customer experience.
You will be responsible for driving future strategy and innovation across Loyalty offerings and communications. You will also build the loyalty partnership portfolio across travel, retail, and financial services, leading strategic, coordinated marketing and growth across Airline and Partners.
You will also set up a comprehensive tracking and modelling of customer value, missions, lifecycle, and connections to empower the Airline to acquire, retain, engage, segment, and efficiently market to customers across channels, building predictive analytics capabilities as required.
In addition to this, you will transform Customer Care from a rigid one-size-fits-all model to a center of excellence with strategic competitive advantage that recognizes future value of customers to properly optimize policies and their enforcement with long-term customer value in mind.
You will lead and direct the global teams in Customer Loyalty, Customer Care, and Customer Insights, Personalization, and Platforms, aligning above strategy to company business objectives and team’s targets, KPIs, and ways of working aligned with and support business objectives.
You will act as Customer Engagement Expert within Digital Leadership Team and oversee continual improvement in Customer Care, leading to more efficient case resolution and higher NPS and guide the analysis of root causes for service issues and customer complaints, and its communication with appropriate departments to be actioned as new or altered products, policies, or procedures.
You will lead initiatives to deliver Commercial Vision & Strategy. As head of department, you will establish the department and team objectives.
Develop the team and evaluate staff performance. You will be responsible for departmental performance, reporting dashboards and trend analysis globally.
Manage large teams (100+ colleagues) and cascade KPIs across the cross-functional teams.
1. Bachelor's degree or equivalent.
2. Aviation or B2C experience is critical to your success in this role.
3. Experience in product-driven, customer data-led business roles, developing customer value propositions that drive long-term loyal behaviour.
4. Strong understanding of loyalty economics, engagement and reward program
5. Must be willing to re-locate to Doha, Qatar