Emirates Group

Emirates Skywards seeks to be an inspiring and engaging global loyalty programme for Emirates and FlyDubai. There are a number of key roles within our Skywards Group that are essential to the success of this this programme. From product design, e-commerce and analytics, through to business development, strategic partnerships and member engagement our Skywards team is filled with exciting opportunities! 

In this role, you will: 

This role is responsible to create and develop the framework and knowledge sharing principles for Skywards policies and procedures at all Emirates customer touchpoints, including but not limited to global Retail & Contact Centres, Emirates Airport Operations, and In-flight Services across the member journey to drive productivity and efficiency in customer service, a seamless member experience and revenue generation. The role will also provide change management and training support to continuously advocate for the

To be considered for the role, you must meet the below requirements: 

• Manage the design and implementation of Skywards standards, procedures, SOPs, and guidelines to enable the delivery of new Skywards strategic product launches, partnerships, promotions and system enhancements across touch points in the member journey. Be the `member experience? champion to ensure policies and procedures are end-user focused.
• Develop and govern the framework and knowledge sharing principles for Skywards policies and procedures while incorporating member requirements, and regulatory and industrial standards. Identify, recommend, and implement industry best practices, continuous improvements to processes and framework to ensure operational effectiveness. Lead and mange end-to-end business process improvement projects from concept to implementation.
• Engage with multiple Emirates? stakeholders, not limited to Manager Customer Experience (R&CC), Manager Ground Operations (EKAS), Manager In-flight Service Delivery, Emirates Skywards Product & Partnership Managers, Skywards delivery/project leads, providing recommendations and feedback for improvement while mapping out the end-to-end process, incorporating member requirements and regulatory and industrial standards to streamline processes. If the new policies and procedures result in change, work closely with the Skywards SD and L&T teams in the change activity and support with recommendations on coaching and upskilling for practical and easy implementation.
• Conduct periodic audits and reviews of Skywards information across multiple touchpoints. Oversee and monitor the accuracy of information, the quality and efficiency of Skywards standards, procedures, SOPs, and guidelines on the EK Knowledge Management System. Implement necessary changes ensuring Emirates Skywards information is accurate, up to date, easily understood by the multi-cultural global audience, with easy-to-follow processes where required. Design efficient solutions to reduce or streamline manual processes and improve member experience.
• Review manual processes to identify, design, and implement effective solutions via technology enhancements and efficient process designs to reduce overall staff and member effort.
• Own and govern the Skywards Authorities Manual, the empowerment document for staff at customer touch points. Maintain accuracy of information relevant to Emirates Skywards specific exception scenarios and mandatory authority levels with the Emirates Skywards Senior Leadership team, Finance Manager, and line managers to enable and empower customer-facing operations teams to achieve first-time resolution, reduce average handling time and cost to Emirates whilst maintaining brand protection & reputation.
• Collaborate and consult with Legal, Data Privacy Office, and Compliance teams within Emirates to ensure regulatory compliance of Skywards policies and processes to minimize risk or liability to the Skywards Business.
• Manage and coach a team of Skywards Business Knowledge officers who are required to follow the established framework, guidelines, and methodologies to ensure quality, consistency and efficiency in mapping out processes, SOPs and guidelines.
• Champion and advocate for change based on Skywards business continuous improvement activities and work to embed and sustain the change.
• Drive efficiencies and return on investments by collaborating with business and applying a continuous improvement mindset to all aspect of work and when managing a team.

To be considered for the role, you must meet the below requirements:

• Degree in IT/Project Management prefered 
• Experience in Frequent flyer or loyalty programme
• Basic Understanding of Customer Experience and Loyalty Programme principles
• Understanding of Knowledge Management principles, process mapping, and best practices
• Ability to apply professional/specialist knowledge to analyse complex problems and recommend solutions/plans of action.
• In-depth understanding of loyalty, Reservations, and Airport operations
• Proven experience of working proactively and in partnership with colleagues in other work areas.
• High level of written and verbal communication skills, including the ability to present complex information in a concise and user-friendly way.
• Ability to provide accurate and timely specialist guidance on complex issues.
• Ability to use influencing and negotiating skills to develop understanding and gain cooperation. Should be confident and professional.

At Emirates, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

• A competitive salary, paid tax-free and reviewed annually
• 42 calendar days annual leave, plus public holidays
• Full relocation package, including flights, shipping and optional hotel accommodation on arrival
• Annual leave travel - return tickets home each year
• Private medical insurance

• Discounts on airline tickets for EK and partner networks 
• Travel benefits and discounts for friends & family

• A Product community committed to you, with mentor programmes, growth & development support along with regular social gatherings