Manager - Member Operations and Service Delivery Skywards The Emirates Group
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Posted 7 hrs ago
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Any Nationality
Gender
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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
strong>In this role, you will:/strong>
- Define and continuously enhance Skywards programme delivery guidelines across Emirates and flydubai touchpoints, including Chauffeur Drive, Contact Centres, Retail Offices, Airport Services, Inflight Delivery, and Customer Affairs; ensuring consistent execution through close collaboration with frontline teams.
- Develop and maintain efficient systems for capturing and escalating Skywards member feedback and servicing requirements from frontline teams to subject matter experts, ensuring swift and effective resolution.
- Partner with Skywards Product Design, Member Engagement, and Partnerships teams to deliver a seamless member experience and implement elevated recognition and benefits for VIP, Platinum, Gold, and Silver members.
- Leverage technology and real-time data to equip frontline colleagues with actionable customer insights that drive deep personalisation and strengthen emotional connections with members.
- Partner with L&T in the definition and delivery of dynamic, digital, and interactive training experiences for frontline colleagues, ensuring its continuous enhancement and relevance. Oversee the ongoing development and global evolution of the Skywards Ambassador programme, fostering engagement among colleagues across all customer-facing touchpoints.
- Oversee the management of Skywards customer operations teams.
- Oversee the evolution of Skywards Roadshows and Government relationships to drive engagement and awareness within the broader UAE public and private sector.
Desired Candidate Profile
strong>To be considered for this role, you must meet the below requirements: /strong>
br>
- A completed Degree or Honours (12+3 or equivalent) in Commerce, Business Management, Marketing or related discipline.
- 10+ years experience in Commercial or Customer Strategy roles
- Expertise in Loyalty marketing, premium / VIP customer experience, and service delivery.
- Experience in airline and / or hotel loyalty programmes or customer experience role is an advantage.
Knowledge/skills:
- Strong executive presence with the ability to influence senior stakeholders.
- Outstanding communication, stakeholder engagement, and executive-level presentation skills.
- Excellent attention to detail and confidence developing and engineering processes.
- Proven experience leading cross-functional projects, strong problem-solving skills and collaborative working.
- Strong emotional intellect with a default perspective of operations through the customer lens.
- Proactive, self-driven, and resilient with a results-oriented mindset.
Department / Functional Area
Keywords
- Manager - Member Operations And Service Delivery Skywards
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The Emirates Group
At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team! Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That s on top of transport benefits, life insurance and more. Find out what it s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers br> Based in Dubai, the Emirates Group is a highly profitable business with a turnover of approximately US$18.4 billion and over 50,000 employees. The Group comprises of dnata, one of the largest air services provider globally and Emirates airline, the Group’s rapidly expanding and award-winning international carrier. Currently, Emirates flies to over 125 destinations across 6 continents on a modern fleet of 180 wide-bodied aircraft..._x000D_ _x000D_ Essential to the Group’s ongoing success is the employment of high-quality people who benefit from living and working in Dubai, a modern cosmopolitan city offering one of the most desirable lifestyles in the world. The Emirates Group employees come from over 160 nationalities, receive tax-free salary and benefits package, and are offered professional development opportunities to further their careers with the organisation.