Manager, Loyalty

at  STAR ALLIANCE SG PTE LTD

Star Alliance is the world’s largest airline alliance.
The vision of Star Alliance is “to be the leading global alliance for the high-value international traveler and the mission of the organization is “to contribute to the long-term profitability of its members beyond their individual capabilities.” The Star Alliance office in Singapore coordinates the global activities of the alliance including managing joint projects on behalf of its 26 member airlines.
The Manager, Loyalty, reports to the Director, Loyalty and is a position in the Customer Experience business unit, which consists of Loyalty, Booking Experience, Connections Experience, and Airports Experience.
The Loyalty team manages the strategic development of the alliance loyalty proposition in terms of mileage accrual, redemption, status benefits, and partnerships across all frequent flyer programmes of the member airlines. The primary focus lies on synergies that can be leveraged, among other things, through shared IT infrastructure developed and maintained by the business unit.
In your capacity as Manager of Loyalty, you will be working in close liaison with internal supporting business units, the Star Alliance member airlines and external service providers and partners. This position requires a blend of strategic product vision, product and project management and stakeholder management expertise to drive synergies between member airlines and their respective frequent flyer programmes and to enhance the loyalty experience.

JOB SUMMARY

• Responsible for the management of operational activities for the Star Alliance Loyalty Hubs and Solutions
• Oversee project implementations and ensure that current loyalty solutions and products are well-maintained
• Support the Director Loyalty in driving innovation to enhance the customer experience
• Provide loyalty product expertise and leadership
• Manage and cooperate with Star Alliance member carrier expert groups to discuss business needs and use cases to enhance the loyalty experience
• Work with cross-functional teams to identify product enhancement opportunities and to develop and execute product strategy
• Prepare business requirements documents, manage change requests and ensure delivered products provide functionality as designed and according to business requirements
• Oversee the implementation of solutions as the functional lead in close liaison with IT stakeholders, including user acceptance tests and go-live stages
• Assess new partnership opportunities and propositions in close liaison with member airlines and relevant internal stakeholders
• Ensure that alliance standards are maintained and that the loyalty value proposition is consistently delivered across the alliance
• Conduct relevant surveys/benchmarks to evaluate the alliance competitiveness and the delivery of the alliance FFP benefits
• Monitor and report on the performance and quality of loyalty products
• Support the preparation of relevant board meetings as well as leading relevant expert group meetingsLiaise with internal communication teams and member airlines to ensure maximum broadcast of the core alliance FFP benefits.

Please refer the Job description for details