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3 months ago
Brussels Airlines
Location: Berlin
Job type: Permanent
Sector: Operations
Category: Senior Manager Jobs
Loyalty Operations Manager


The Loyalty Operations Manager will manage all operational aspects relating to the loyalty programme LOOP.


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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