Loyalty Program Lead at Air Peace

ROLE DESCRIPTION

• A Loyalty Program Lead is responsible for managing and overseeing the development, implementation, and maintenance of a company's loyalty program in building and maintaining strong customer relationships, fostering brand loyalty, and contributing to the overall success of the business. Interface with customers through field research, usability studies, and surveys to identify/prioritize product needs and ensure an industry-leading loyalty feature.
• Build mutually beneficial long-term relationships with consumers as well as recruit and retain them.
• Identify who our most valuable consumers are and create lifetime value through the various loyalty programs.

KEY RESPONSIBILITIES

Responsibilities include but are not limited to:

• Design and develop loyalty programs that align with the company's business objectives and target customer demographics.
• Collaborate with marketing and sales teams to create strategies that drive customer engagement and retention.
• Coordinate the implementation of loyalty programs across various channels, including online platforms, mobile apps, and in-store.
• Ensure that the program is integrated seamlessly with the company's existing systems and processes.
• Maintain and manage customer databases to track and analyze customer behaviors and participation in the loyalty program.
• Use data analytics to gain insights into customer preferences and trends, making informed decisions to optimize the program.
• Develop communication strategies to promote the loyalty program to existing and potential customers.
• Create marketing materials, emails, and other communication channels to keep customers informed about program benefits, rewards, and special promotions.
• Provide support to customers who have questions or issues related to the loyalty program.
• Collaborate with customer service teams to address concerns and ensure a positive customer experience.
• Generate regular reports on the performance of the loyalty program, including key metrics such as member acquisition, engagement, and redemption rates.
• Analyze data to identify areas for improvement and opportunities to enhance the effectiveness of the program.
• Work closely with cross-functional teams, including marketing, sales, IT, and finance, to align loyalty program activities with broader business strategies.
• Ensure that the loyalty program complies with relevant regulations and industry standards.
• Stay informed about industry trends and best practices in loyalty programs and recommend innovative features or adjustments to keep the program competitive.
• Manage the budget allocated for the loyalty program, ensuring cost-effectiveness and a positive return on investment.
• Address any technical issues related to the loyalty program and work with IT ams to resolve them promptly.
• Ensure APL continues to have a best-in-class loyalty program that will increase customer retention, spending, and ROI.
• Ensure profitable management of the proprietary reward programs, optimizing reward mix, pricing, data & technology processes, while contributing to the
• maximization of the lifetime value of portfolios and achieving revenue and profit targets for the current fiscal year.
• Manage the evolution of customer benefits and product features in support of increasing customer loyalty and lifetime value.

EDUCATIONAL QUALIFICATION/EXPERIENCE/KNOWLEDGE/SKILLS

• Minimum of HND and/or bachelor's degree in any related field of study and certification.
• Should have 3+ years of Loyalty & Customer service experience.
• Personal effectiveness, good listening, and time management skills.
• Excellent Telephone etiquette.
• Strong technical understanding of core Internet technologies, PaaS, API's, and Web Services.
• Proven track record developing, testing, and launching both customer-facing features and enabling technologies.
• Technical background or working knowledge of software development process and tools.
• High level of personal credibility, and an excellent team player.
• Good customer orientation and ability to adapt/respond to different types of characters.
• Compliance with company procedures.
• Excellent written/verbal communication and presentation skills.
• Ability to accept criticism and work well under time pressure.
• Ability to anticipate and solve problems in a timely manner.
• A good understanding of the APL products, services, processes, procedures, and policies
• A meticulous approach to work.
• Excellent ability to be thorough and pay attention to details.
• Good Cultural Sensitivity and Data Entry.
• Patience and the ability to remain calm in stressful situations.
• Ability to multi-task, prioritize and manage time effectively.
• Ability to present ideas in user-friendly language.