CRM Manager - Etihad Airways - Abu Dhabi

The key objective of this role is to lead, manage and administer direct-customer related processes, policies and redressal mechanisms for Etihad’s loyalty programme, Etihad Guest. Manage and own the CRM Strategy, product portfolio and development of top tier member benefits.

Responsibilities
- Develop, define and implement processes and procedures to effectively manage all customer-centric issues related to the Etihad Guest programme
- Manage the continuous sourcing and implementation of top tier benefits, manage all troubleshooting related to members and resolve non-routine issues including Gold member escalations from the CCO and CEO’s office
- Full responsibility for fraud management within the Etihad Guest programme
- Managing Service providers within the framework of the programme and ensuring strict cost control procedures are adhered to
- Managing monthly staff performance through monitoring and development of direct reports
- Managing 25 indirect reports (in the Global Contact Centre) through the dotted reporting line
- Negotiating, and implementing commercial terms and contracts related to exclusive premium member benefits
- Regular benchmarking of programme against competitors/regional and international markets
- Full ownership of programme development
- Full responsibility for tracking and progressing members through the Base, Silver and Gold tiers of the programme via effective and unique promotions/offers

Requirements
- Masters level education in Business management
- Post holder must be able to demonstrate a sound knowledge of Customer Relationship Management skills, gained over a period of not less than 10 years, with a proven track of success in implementing and executing CRM-centric programmes in the service industry with International brands
- Excellent written and verbal communication skills
- High computer literacy with full versatility using MS Office products
- Excellent creative writing skills
- Strategic planning and project management skills
- Good knowledge of reservation systems and mechanics
- Excellent presentation skills
- An excellent working knowledge of airline operations and servicing procedures and processes are an advantage
- Ability to adopt a collected and objective approach under difficult situations
- Proven knowledge of Frequent Flyer Program and CRM principles

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