Head of Customer Loyalty
Qatar Airways
Doha, Qatar
منذ 1 يوم

About Your Job :

Lead a transformation within the airline to deliver dramatically more direct customer relationships, rebuilding its loyalty offering to attract and create value for members and drive daily engagement.

Strategically employ customer data to personalize a premium, global, flexible offering that fully leverages company assets and drives up NPS, membership, redemptions, and revenue.

Own P&L and rapidly increase partner network and customer partner activity.

Key Responsibilities :

  • Lead Airline's strategy for customer loyalty, across all customer segments, including Program Members, Non-members, and members of partner programs.
  • Position the airline's loyalty offering to match its premium product, brand, and destinations across entire route network and customer footprint.
  • Test and optimize data-driven customer value proposition and loyalty products to meet customer needs, continually innovating to create customer stickiness across many customer segments.
  • Own Privilege Club brand, Customer Lifecycle comms, and other marketing assets to actively engage customers, partnering internally and externally across channels to communicate value of loyalty offering to individual customers.
  • Lead partnership development across air, other travel, retail, and financial services, including cobranded credit card offering and continually optimize partner marketing to drive value from assets.
  • Use customer data and analytical resources to personalize offering to known customers.
  • Develop and lead strategy to achieve key performance indicators : customer lifetime value, NPS, member penetration, communication engagement rate, partner revenue, redemptions, membership populations, and member spend, among others.
  • Drive additional airline profitability by increasing ancillary revenue, direct booking share.
  • Greatly expand customer opportunities for both accruing and redeeming program currencies, offering real value to customers in exchange for sharing their valuable data & references.
  • Ensure world class loyalty program fulfilment, including tiering, points, miles, and physical assets, and member services (self-service and agent-assisted across all channels online, by phone, in-person, etc.)
  • Own the procurement, operations, and optimization of loyalty software from the business side.
  • Own Loyalty P&L and move it to efficient arm's length model with Loyalty as a Profit Centre, managing revenue and cost budgets to achieve financial targets.
  • Ensure department compliance to finance policies & best practice, building strong business cases for transformation initiatives.
  • Perform other department duties related to his / her position as directed by the Head of the Department.
  • Meet customer needs in increasingly real-time way, partnering with Customer Care, CRM, Contact Centres, Airports, Ground Services, Cabin Services, etc.
  • to exceed customer experience expectations.

    About You :

    The applicant should have a Bachelor’s Degree or equivalent.

    You must have minimum 10 years of job related experience.

    Should have excellent verbal and written communications skills. Also possess good analytical, interpersonal skills and a proven team player.


  • Minimum experience in relevant business / customer marketing roles : 10 years.
  • Experience in transforming organizations.
  • Experience in product-driven, customer data-led business roles, developing customer value propositions that drive long-term loyal behaviour.
  • Experience in global positions, addressing numerous customer markets.
  • Experience in developing partnerships across different industries and geographies, preferably within financial services, tech, or travel & hospitality. Product management.
  • Growth mind-set.
  • P&L Ownership.
  • Preferred

  • Leadership & Innovation.
  • Strong communication & problem-identification and solving skills.
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