Manager - Member Operations and Service Delivery Skywards, Dubai, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Job PurposeEmirates Skywards seeks to be an inspiring and engaging global loyalty programme for Emirates and flydubai. There are a number of key roles within our Skywards Group that are essential to the success of this this programme. From product design, e-commerce and analytics, through to business development, strategic partnerships and member engagement our Skywards team is filled with exciting opportunities! 
The Manager - Member Operations and Service Delivery Skywards, leads the seamless delivery of the Skywards programme across Emirates and flydubai customer touchpoints. The role drives operational excellence and member engagement by translating strategy into effective frontline execution, and advances digital training and global ambassador initiatives to elevate service quality and member experience worldwide.
In this role, you will:
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.QualificationTo be considered for this role, you must meet the below requirements: 


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 rolesExpertise 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.

DETAILS TO REGISTER FOR THIS JOB:
NOTE: Apply to this job with an ATS-friendly CV!

https://www.emiratesgroupcareers.com/search-and-apply/22887



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