Loyalty Operations Manager
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Location: Brussel
Job type: Permanent
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Sector: Operations
Job Role:
Loyalty Operations Manager
Mission:
The Loyalty Operations Manager will manage all operational aspects relating to the loyalty programme LOOP.
Tasks:
Loyalty Programme & Platform development:
* Define the future features of the programme and manage development of related functionalities in the Loop platform;
* Manage deliverables from suppliers for development, maintenance, and testing planning;
* Prioritize development activities and validate technical requirements;
* Lead and sign off on User Acceptance Testing;
* Lead training to other relevant departments on the programme features, and on the operational usage of the loyalty platform;
* Work cross-functionally to ensure integration of loyalty platform with systems and procedures within the Company;
Loyalty Platform and Member Portal management:
* Manage the LOOP programme architecture;
* Configure and administer the LOOP loyalty platform and define the design of the online member portals;
* Translate marketing strategies and tactics into operational business rules and ensure the correct implementation of the business rules in the platform, including preliminary and on-going testing;
* Ensure the accuracy and integrity of both the LOOP and Miles & More customer databases;
Loyalty Reporting & Data Analysis:
* Define together with the key stakeholders the indicators that are used internally for monitoring and analysing LOOP and Miles & More performance;
* Design, generate, validate and maintain KPI dashboards, extended monitoring reports, competitor tracking;
* Monitor and analyse all campaign results of both loyalty programmes using appropriate reporting systems and define campaign optimization strategy;
* Report regularly to management about performance and target achievement;
* Inform the loyalty team and other internal stakeholders with key insights and knowledge, and propose strategic directions;
Loyalty Customer Operations:
* Serve as escalation point for questions, inquiries and complaints from Customer Relations;
* Translate feedback and input from customers into actionable plans for updating platforms and/or procedures;
Your Profile:
* You hold a Master degree in engineering, information technology, business administration or related;
* You have 3 to 5 years of professional experience;
* You have experience in statistical analysis, business intelligence and/or data mining;
* Project management, reporting and testing are well-known to you as well as working with big data;
* You have excellent presentation and reporting skills;
* You have a working knowledge of databases (SQL);
* Your English is perfect, both spoken and in writing;
* You have a good knowledge of MS Office applications and a strong web and IT affinity;
* Campaign management tools are not new to you;
* You can adequately translate business needs into requirements;
* Your analytical and problem-solving skills are top;
* You have strong interpersonal skills with the ability to build relationships cross-functionally and to influence and build consensus among teams;
Interested in this challenging opportunity? We look forward to receiving your CV and motivation letter!
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