Manager Loyalty Insights

Job description

Qatar Airways is looking for a Manager Loyalty Insights to lead the Loyalty Insights strategy and drive member intelligence, analytics, reporting frameworks and data products that support the growth and performance of the Privilege Club. The role turns complex data into commercially focused recommendations that improve member engagement, satisfaction, retention, revenue and customer lifetime value, and leads the Loyalty Insights teams.

Responsibilities

• Develop and deliver the Loyalty Insights strategy, including member segmentation, customer lifetime value analysis, behavioral insights, journey mapping and interaction strategies
• Lead the development of analytics, reporting and data product roadmaps that support loyalty performance, engagement and revenue growth
• Partner with Loyalty and Commercial stakeholders to convert analytical findings into business actions that improve engagement, retention and revenue
• Establish KPI governance, performance measurement standards, dashboards and self-service reporting for the loyalty programme
• Collaborate with IT, Digital, data providers and business teams to define data requirements and support scalable analytics solutions
• Lead personalisation analytics, experimentation frameworks and campaign performance measurement
• Present complex analytical findings clearly to senior stakeholders and non-technical audiences
• Lead, coach and develop the Loyalty Insights and Analytics teams

Requirements

• Bachelor's degree or equivalent with a minimum of 8 years of job-related experience; or high school / vocational qualification / diploma or equivalent with a minimum of 9 years
• Experience in loyalty, customer insights, analytics, commercial performance, marketing, e-commerce, sales or customer engagement in industries such as travel and hospitality, retail, banking, insurance, healthcare or FMCG
• Strong understanding of loyalty business processes, member engagement and customer lifecycle management
• Strong capability in customer insights and loyalty analytics, applying statistical and analytical techniques to solve business problems
• Experience with analytics, reporting and data science platforms such as SQL, Python, R, BI and cloud-based analytics solutions
• Experience developing dashboards, automated reporting, self-service BI capabilities and data products
• Excellent communication and stakeholder management skills, commercial awareness and proven leadership skills
• Excellent command of English; knowledge of airline economics, sales and distribution systems is an advantage

Skills

• BI Dashboards
• Customer Insights
• Loyalty Analytics
• SQL
• Team Leadership