Job Role : Manager Projects & Business Improvement
To drive innovation in business systems and processes end-to-end from concept, design through to implementation. Support business needs of loyalty systems constantly seeking opportunities to enhance, evolve and automate to support our client’s and its partners to achieve optimal business processes resulting in a best in class customer experience for members and commercial partners alike.
Act as the centre of excellence for all loyalty platform and related projects, including consulting in projects across the wider our client.
Bring industry insights, benchmarks and learnings to the organisation to ensure continuous growth and evolution in this area.
Seek innovation and improvement for each system and process focusing on the customer experience and automation.
Manage projects as they relate to the loyalty operations and systems (i.e. Comarch, Sabre, IBM, etc.) working closely with various teams such as Operations, Partnerships, eCommerce, Guest Experience and Marketing to deliver agreed project benefits within scope, time, cost and quality criteria.
Manage and monitor all daily activities performed by project team, track performance of the daily tasks and provide proper guidance for the team when needed.
Manage the CR (change request) process and projects on the loyalty system E2E working with T&I, including but not limited to requirements capturing, UAT and deployment into the production environment.
As SME, key is to also effectively capture and manage risks, issues, assumptions and dependencies.
Support the Fraud Prevention Team and Internal Audit team from our client’s as it relates to systems and security of member data
Maintain strong relationships with technology suppliers, service suppliers, Sabre team and internal resources.
Ensure regular training is performed for myself and my team and shared with other stakeholders when relevant.
Qualification & Education
University degree or equivalent qualification / experience in the field of CRM, Customer Experience, Digital or Information Technology
Project Management qualification / s
Understanding of CRS (Computer Reservation System) is mandatory
Minimum 8-10 years’ experience within a relevant field(s); ideally including :
Loyalty / Partnerships / CRM
Aviation / travel / lifestyle sectors
Customer facing digital technologies
Product / service development, delivery and management
Minimum of 5 years’ experience in leading / managing / mentoring teams
Product strategy development and execution (to internal and external audiences)
Min. 1 year database management experience within an airline (preferably in the FFP arena)