The Loyalty Program Manager is responsible for developing an engaging, and customer-centric loyalty programme, AerClub in support of Aer Lingus. Working closely with EI operational units, EI loyalty product team, IAG Loyalty (IAGL) and partners they will also shape broader loyalty initiatives and customer propositions. The Loyalty Programme Manager will be instrumental in enhancing customer loyalty and engagement and creating advocacy for the programme internally as well as externally.

The Loyalty Programme Manager for AerClub is responsible for the day to day running of all Loyalty Operations aspects of the AerClub loyalty scheme to ensure great service delivery at all customer touch points. This function will be responsible for overall outstation awareness and understanding, development of the overall long-term customer service strategy and development of plans to meet targets.

Your responsibilities as a Loyalty Programme Manager will include:

•  Programme Development and Management - design & implement loyalty program strategies aligned with business objectives. Oversee the day-to-day operations of the loyalty program; manage the member facing aspects of AerClub as a centre of excellence for all other airline departments, enhancing operational efficiency, service delivery & creating a continuous improvement culture by the implementation of process improvement initiatives.
• Service Delivery - Managing EI & IAGL Call Centre loyalty service delivery for loyalty including completing, defining, updating, & reviewing all member policies and procedures, enacting training where necessary. Implementing & driving the Company’s support function by improving communication and business relationships between the contact centre, airports, outstations, operational units, partners, & suppliers.
• Customer Engagement - Participate in initiatives to increase customer enrolment and participation in the loyalty program. Engage with customers through various channels to promote the loyalty program.
• Program optimisation - Identifying loyalty opportunities to support AerClub KPIs and Aer Lingus business objectives, new loyalty concepts, monitoring market trends & competitor activity & reporting on a regular basis. Identifying risks, plugging the gaps, implementing quick fixes on loyalty operational systems & process issues, updating procedures, & sharing best practices to actively participate in the improvement of overall operations.
• Budget Management - Manage aspects of the loyalty program budget including invoicing & accruals.
• Security & Fraud Management – responsible for ensuring the integrity and security of the loyalty program, which includes managing and mitigating fraud risks. Internal point of contact for fraud incidences and management of communications to necessary parties.
• Assist Head/Loyalty & Partnerships Managers/Programme & Product Managers on a variety of loyalty & partnerships work, as required.

We are seeking a highly skilled, motivated, proactive, and focused professional to further develop and enhance the loyalty programme. They will ensure the loyalty customer proposition is clearly defined, delivered and optimised to deliver on the loyalty programme’s growth targets & return on investment. As the subject matter expert on the AerClub programme and member profile systems, they will also be responsible for the education and advocacy for the loyalty programme and act as Aer Lingus’s first point of contact for internal programme queries.

We are looking for an individual with experience / qualifications in the following areas:

• BA in Business, Marketing Communications or similar.
• Support and lead where necessary product managers and product owners working at technically enabling loyalty initiatives.
• Preparation and presentation of decks and briefing papers for C-level staff on program.
• Proactively identify and implement actions to improve processes and performance.
• Develop supplier relationships, including contractual compliance and regular updates.
• Establish relationships with key decision makers across Aer Lingus and in other airlines.
• Financially astute, with experienced of managing significant capital and operating budgets.
• Excellent leadership capabilities with the ability to influence, inspire and motivate at all levels.
• Able to create, deliver and lead long term strategy gaining buy in from stakeholders.
• A highly articulate and deeply credible advocate for the customer.
• Able to create, deliver and lead long term strategy gaining buy in from stakeholders.
• Minimum 10 years of experience in a commercial/customer/ finance role.
• A highly articulate and deeply credible advocate for the customer.
• Experience of senior supplier engagement, communication, negotiation and influencing.
• Strong numerical and analytical skills.
• Ability to act and lead independently taking initiative to identify ways that the loyalty opportunity can be applied to achieve desired results.
• Proven management ability including remote team management.
• Sound commercial and business understanding.
• Ability to manage conflicting priorities and multitask.
• Proven influencing and negotiation skills.
• Self-starter and comfortable working with a wide range of scope.
• Well organised and outcome focused.
• Role models excellent people management, including coaching diverse teams.
• Industry & business awareness including Aer Lingus, our sister airlines and IAG business models.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU.
• Current unrestricted worldwide passport.
• Be in possession or be able to pass a strict airport security vetting procedure which includes a 5-year background check*. 

Closing Date: 21st October 2024. 

At Aer Lingus, we embrace diversity &  believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment.