Loyalty Executive

Loyalty management can be defined as the strategy, tools, and tactics around how the airline acquires, engages, and retains customers. It helps the brand target the right audience and then provides benefits, experiences, and rewards that drive long-term engagement. The goal is to ensure that our Airline is the number one choice for any traveler across our network.

1. Assist the Manager with designing and implementing an attractive loyalty program for Uganda Airlines
2. Continuously review loyalty program activities including member behaviour, member engagement, program structure, financial performance, benefits, and processes
3. Effectively manage active membership and member acquisition initiatives that align with set airline’s objectives through member research and testing plans to increase member knowledge and marketing effectiveness.
4. Manage marketing plans for recruitment, new member conversion, reactivation and reduce churn rate to achieve active membership targets.
5. Responsible for managing member lifetime value, member penetration, member spend, member communication and retention.
6. Assist in managing all loyalty marketing projects/activities across the department and business as required
7. Coordinate loyalty partnerships for Uganda Airlines across varied businesses such as Financial Services, Retail, Telco, Hotels etc. to drive member acquisition, partner revenue, member engagement, profitability, and retention. 
8. Partnership benchmarking in key markets by regularly monitoring the competitors’ offering/latest trends and analyze customer data to identify key issues, trends, and opportunities.
9. Oversee regional offices/outstations to ensure seamless loyalty experience for the members through all customers’ touchpoints and throughout their travel journey.
10. Ensure online and offline distribution channels are effectively and efficiently supporting the program’s products and services.
11. Work with cross-functional stakeholders such as Marketing, E-commerce, Sales, Customer Experience, Ground Operations and Contact Centre to implement initiatives and campaigns that are data-driven and segment-focused to increase and drive members’ behaviour and engagement in the loyalty program.
12. Provide loyalty product expertise to various teams across the network.
13. Responsible for periodic reports.

• The applicant must hold a Bachelor’s degree from a recognized institution/university in any field.
• At least 2 years’ experience in a similar role with a reputable organization in the service sector.
• Experience in Travel/Airlines industry - preferably in commercial sales, customer relations management or Loyalty Management.
• Possession of basic numerical skills.
• Excellent customer Care skills -Customer-centric with a commitment to deliver.
• Able to work well under pressure and with minimum supervision for extended hours
• Strong background in dealing with hospitality/travel industry sales or managing corporate accounts with international clients.
• Knowledge of Tourism markets and the key players would be an advantage. 
• Excellent spoken and written English plus a good trainer