AVP Revenue Management & Pricing, Arik Air
Job Description
Arik Air is West-Africa’s leading
airline operating a domestic, regional and international flight network. We
operate mainly from two hubs at Murtala Mohammed International Airport, Lagos
and Nnamdi Azikiwe International Airport, Abuja. Arik Air’s head office is the
Arik Air Aviation Center on the grounds of Murtala Muhammed International
Airport in Ikeja, Lagos State.
POSITION TITLE Senior Manager, Customer Loyalty & CRM
DIVISION Commercial
DEPARTMENT Marketing
REPORTING TO AVP Marketing
OBJECTIVE
To lead and manage the team
responsible for revamping and developing the FFP program. The candidate will be
responsible for defining the operational model for the FFP scheme including but
not limited to how customers “Earn and Spend” Miles. Additionally, the candidate
will work with relevant teams to develop Arik’s CRM procedures to ensure
customer relations.
KEY
RESPONSIBILITIES
o Review, revamp and develop the operational blueprint for
Arik’s FFP scheme.
o Manage the development of the FFP scheme’s benefits,
features and rules, and continually improve these as required.
o Plan the integration of all departmental operations to
ensure an optimal return on resources.
o Formulate the FFP scheme’s strategic plans for the short
term and long term to fit in with the overall Commercial Strategy of Arik Air.
o Set business objectives for the program, determine
departmental processes and resource application for activities, with
accountability for achieving these objectives.
o Contribute to the selection process of a suitable and
effective service providers and partners that will deliver project objectives
of the FFP scheme.
o Manage the project to ensure that all partnership are in the
interest of Arik Air.
o Ensure all projects are delivered on time and within budget.
o Significantly grow member base and develop new partnerships.
o Ensure all customer feedback/complaints are promptly
addressed and service recovery done in a timely manner.
Customer
Loyalty Management
o Accountable for the day-to-day management of the Customer
Loyalty team as a business unit.
o Oversee and manage the relationship with all relevant
external service providers with regards to the FFP scheme.
o Ensure that the FFP scheme operates effectively across Arik
by working closely with colleagues in:
o Revenue management to develop targeted redemption seat
supply plans which appropriately manage customer demands and revenue targets.
o E-Commerce and IT to ensure that the membership product,
database and its features are appropriately supported and promoted online.
o Finance to ensure that the revenues and costs of operating
the scheme are accurately forecast, tracked and reported.
o Ground and in-flight services to ensure that members see the
benefits of being a loyal customer.
o Prepare monthly progress reports on the FFP scheme for
review by Arik Executives.
Communication
and CRM
o Coordinate all communication initiatives (both online and
print) to FFP members globally
o Design, develop, print and ensure effective implementation
of communication capabilities of the FFP.
o Develop new communication channels.
o Communicate partnerships and attractive offers to members.
o Initiate and establish beneficial partnerships with airlines,
banks/credit cards, hotels, car rentals, and retailers etc. which enhance
benefits to the customer and create revenue to offset operating costs.
o Organize frequent flyer events for customers.
Person
Specifications
o University Graduate in a Marketing or Business-related
field, studies in Loyalty/CRM desirable.
o At least 5 years’ experience in a similar role with an
airline.
o Extensive experience in building/revamping and managing an
airline’s frequent flyer program or a travel-related loyalty program (or a credit
card/ financial service loyalty card).
o Hands on experience developing and implementing targeted
offer strategies like a deep understanding of customer segmentations and life
cycle marketing.
o Excellent written and oral communication skills.
o Excellent analytical skills and ability to present results
and concepts to senior management
o Able to derive insights to construct offers, campaigns and
communications that drive profitable customer behaviors.
o Skilled in Microsoft Office and knowledge of database management
and online CRM.
o Ability to work independently with a flexible, innovative
and creative approach.
OBJECTIVE
To lead and manage the team responsible for revamping and
developing the FFP program. The candidate will be responsible for defining the
operational model for the FFP scheme including but not limited to how customers
“Earn and Spend” Miles. Additionally, the candidate will work with relevant
teams to develop Arik’s CRM procedures to ensure customer relations.
KEY RESPONSIBILITIES
FFP Development and Delivery
o Review, revamp and develop the operational blueprint for
Arik’s FFP scheme.
o Manage the development of the FFP scheme’s benefits,
features and rules, and continually improve these as required.
o Plan the integration of all departmental operations to
ensure an optimal return on resources.
o Formulate the FFP scheme’s strategic plans for the short
term and long term to fit in with the overall Commercial Strategy of Arik Air.
o Set business objectives for the program, determine
departmental processes and resource application for activities, with
accountability for achieving these objectives.
o Contribute to the selection process of a suitable and
effective service providers and partners that will deliver project objectives
of the FFP scheme.
o Manage the project to ensure that all partnership are in the
interest of Arik Air.
o Ensure all projects are delivered on time and within budget.
o Significantly grow member base and develop new partnerships.
o Ensure all customer feedback/complaints are promptly
addressed and service recovery done in a timely manner.
Customer
Loyalty Management
o Accountable for the day-to-day management of the Customer
Loyalty team as a business unit.
o Oversee and manage the relationship with all relevant
external service providers with regards to the FFP scheme.
o Ensure that the FFP scheme operates effectively across Arik
by working closely with colleagues in:
o Revenue management to develop targeted redemption seat
supply plans which appropriately manage customer demands and revenue targets.
o E-Commerce and IT to ensure that the membership product,
database and its features are appropriately supported and promoted online.
o Finance to ensure that the revenues and costs of operating
the scheme are accurately forecast, tracked and reported.
o Ground and in-flight services to ensure that members see the
benefits of being a loyal customer.
o Prepare monthly progress reports on the FFP scheme for
review by Arik Executives.
o Coordinate all communication initiatives (both online and
print) to FFP members globally
o Design, develop, print and ensure effective implementation
of communication capabilities of the FFP.
o Develop new communication channels.
o Communicate partnerships and attractive offers to members.
o Initiate and establish beneficial partnerships with
airlines, banks/credit cards, hotels, car rentals, and retailers etc. which enhance
benefits to the customer and create revenue to offset operating costs.
o Organize frequent flyer events for customers.
Person
Specifications
o University Graduate in a Marketing or Business-related
field, studies in Loyalty/CRM desirable.
o At least 5 years’ experience in a similar role with an
airline.
o Extensive experience in building/revamping and managing an
airline’s frequent flyer program or a travel-related loyalty program (or a
credit card/ financial service loyalty card).
o Hands on experience developing and implementing targeted
offer strategies like a deep understanding of customer segmentations and life
cycle marketing.
o Excellent written and oral communication skills.
o Excellent analytical skills and ability to present results
and concepts to senior management
o Able to derive insights to construct offers, campaigns and
communications that drive profitable customer behaviors.
o Skilled in Microsoft Office and knowledge of database
management and online CRM.
o Ability to work independently with a flexible, innovative
and creative approach.
Application Deadline: Not Specified
To apply: Send a mail to: vacancies@arikairint.com
OR
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