About Your Job::
The post holder will be responsible for the day to day running on all Loyalty Operations for Qatar Airways (Frequent Flyer Programme) including Member Services Centre, Fulfilment, Policies & Procedures and Training. You will be responsible to lead management from FFP to work closely with customer facing departments to set service delivery standards across the service. You will set standards, monitor SLA's, manage costing with vendors providing services to the FFP. You will manage the operations and fulfilment functions and outsourced agencies; interact with QR staff and Privilege Club members to gain feedback on member's journey experience, and use the feedback to improve service delivery across the board, including regular visits to the Doha airport. You will ensure that high standard of customer service is implemented in the contact service centres. Develop business proposals for the contact service centre change and coordinate with Senior Manager Loyalty to implement. Work closely in partnership with other Privilege Club departments to ensure customer expectations are met and understood, by developing a customer service strategy to deliver service 24/7 with multilingual service, set quality control standards and ensure standards are met. Develop and implement the customer service policy with long term strategy to ensure demands are met with changing requirements.
About You::
You must have minimum 7 or more years' job related experience in similar role preferably in an airline industry, educated with a Bachelor's Degree in Operation or Business Management is essential for the role. We are looking for someone with reservation experience and call centre using the Amadeus system would be an advantage. You must have excellent management and leadership skills, ability to manage and motivate staff and vendor manage.
You must have excellent English communication and negotiation skills, must be able to work with all people at different level, Arabic would be helpful for this role. You must be customer focused, able to problem solve and work within the organisational structure and culture.
Job Details
| Date Posted: | 2013-10-25 |
| Job Location: | Qatar |
| Job Role: | Marketing/PR |
| Company Industry: | Marketing |
Preferred Candidate
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