Senior Manager, Customer Experience

2 days ago

Singapore STAR ALLIANCE (SG) PTE. LTD. Full time
Roles & Responsibilities

Star Alliance is the world's largest airline alliance.

The vision of Star Alliance is "A world effortlessly connected" and the mission of the organization is "Collectively enrich customer journeys and reinforce their loyalty by creating tailored solutions that empower us beyond our own individual capabilities." The Star Alliance office in Singapore coordinates the global activities of the alliance including managing joint projects on behalf of its 25 member airlines.

The Senior Manager, Customer Experience - 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 Senior Manager, Customer Experience - 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 meetings
  • Liaise with internal communication teams and member airlines to ensure maximum broadcast of the core alliance FFP benefits.

Your Profile

  • University degree in business administration, aviation and tourism management or related field
  • At least 3 to 5 years of airline loyalty experience from a business perspective and basic understanding from a technical perspective
  • Strong understanding of loyalty business processes, frequent flyer applications and systems, and loyalty programme partnerships
  • Experience in managing digital products & technical solutions
  • Sound working IT knowledge to work well with IT providers and understand how technology impacts products
  • Experienced in managing partnerships and leading large-scale initiatives
  • Project management or product management experience is an asset
  • Strong analytical and organisational skills
  • Demonstratable ability to foster effective relations and build consensus at all levels of management and among diverse global teams
  • Team player, energetic, self-starter, hands-on mentality with experience working in a highly international and intercultural environment
  • A high level of proficiency in English is essential, as it is the sole language used for communication with Star Alliance Member Airlines and other external stakeholders.
  • Proficient in MS Office.

We Offer:

  • Full-time position based in our Singapore office
  • Travel Benefits
  • Comprehensive medical & dental benefits.

This is a unique opportunity for highly skilled professionals to apply their talent, creativity, and dedication to a global team focused on delivering value to frequent international travelers who travel on our member airlines. If you believe you are the perfect candidate, then allow us to get to know you and submit your CV to human.resources@staralliance.com.

Tell employers what skills you have

FFP
Leadership
Training Development
Aviation
Analytical Skills
Administration
Customer Relationship Management
Strategy
Product Management
Digital Marketing
Verbal Skills
Service Level Management
Tourism Management
Customer Journey Mapping
Team Player
Stakeholder Management
Manage Change
Hospitality
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