Manager - Member Operations and Service Delivery Skywards
Manager - Member Operations and Service Delivery Skywards
Emirates Skywards seeks to be an inspiring and engaging global loyalty programme for Emirates and flydubai. The Manager – Member Operations and Service Delivery will lead the seamless delivery of the Skywards programme across Emirates and flydubai customer touchpoints, driving operational excellence and member engagement.
In This Role, You Will- Define and continuously enhance Skywards programme delivery guidelines across Emirates and flydubai touchpoints—including Chauffeur Drive, Contact Centres, Retail Offices, Airport Services, Inflight Delivery, and Customer Affairs—ensuring consistent execution through close collaboration with frontline teams.
- Develop and maintain efficient systems for capturing and escalating Skywards member feedback and servicing requirements from frontline teams to subject matter experts, ensuring swift and effective resolution.
- Partner with Skywards Product Design, Member Engagement, and Partnerships teams to deliver a seamless member experience and implement elevated recognition and benefits for VIP, Platinum, Gold, and Silver members.
- Leverage technology and real‑time data to equip frontline colleagues with actionable customer insights that drive deep personalisation and strengthen emotional connections with members.
- Partner with L&T in the definition and delivery of dynamic, digital, and interactive training experiences for frontline colleagues, ensuring continuous enhancement and relevance. Oversee the ongoing development and global evolution of the Skywards Ambassador programme, fostering engagement among colleagues across all customer‑facing touchpoints.
- Oversee the management of Skywards customer operations teams.
- Oversee the evolution of Skywards roadshows and government relationships to drive engagement and awareness within the broader UAE public and private sector.
- A completed degree or honours (12+3 or equivalent) in Commerce, Business Management, Marketing or a related discipline.
- 10+ years of experience in commercial or customer strategy roles.
- Expertise in loyalty marketing, premium / VIP customer experience, and service delivery.
- Experience in airline and/or hotel loyalty programmes or customer experience roles is an advantage.
- Strong executive presence with the ability to influence senior stakeholders.
- Outstanding communication, stakeholder engagement, and executive‑level presentation skills.
- Excellent attention to detail and confidence in developing and engineering processes.
- Proven experience leading cross‑functional projects, strong problem‑solving skills and collaborative working.
- Strong emotional intelligence with a default perspective of operations through the customer lens.
- Proactive, self‑driven, and resilient with a results‑oriented mindset.
Join us in a management role and enjoy an attractive tax‑free salary. In addition to generous travel benefits—including discounted flights and hotel stays worldwide—you will receive a comprehensive leave and healthcare package, transport benefits, life insurance, and more.
Location:
Dubai, United Arab Emirates
Seniority level:
Director |
Employment type:
Full‑time | Job function:
Other | Industry: Airlines and Aviation
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