Skywards Programmes Controller

As Skywards Programme Controller, you will provide support for the development of key functions of Skywards, Emirates Frequent Flyer Programme in order to influence members to behave in ways that positively affects profit drivers for the airline. These include roles related to member engagement and life-cycle management, commercial coordination and tactical promotions, product design, tier management, innovation and strategic project and product delivery. 

In this role, you will: 

• Using both qualitative and quantitative techniques, analyse customer preferences and member data to generate insights and leverage opportunities to improve share of wallet and engagement among Emirates customers and increase profit for the airline. Support the development of effective segmentation and targeting of members to drive incremental revenue opportunities.


• Support the design, business case and execution of enhancements to deliver a richer, more flexible, personal, compelling and competitive loyalty proposition. This should entail producing a new and innovative basis for travel lifestyle rewards.


• Develop and implement proactive communication and education strategies to ensure a clear understanding and strong buy-in of the programme by customers and internal stakeholders. Ensure all elements comply with published corporate standards.


• Support the management of programme budgets and profitability. Control costs and conduct cost / benefit analysis to ensure the programme delivers within set commercial objectives. Monitor internal performance measures to ensure programme deliverables are on track.


• In alignment with Emirates commercial strategic priorities, support the evolution of Emirates and flydubai earn and reward frameworks. Working in coordination with Revenue Optimisation, Finance and Skywards Commercial Engagement team, support the ongoing evolution Skywards Classic Reward, Upgrade Reward and Cash+Miles products and ensure that propositions effectively serve both the global nature of Emirates business, at the same time as enabling local relevance and competitiveness as needed.


• Support the strategy in creating a seamless, consistent and frictionless digital and ambient product experience across all Emirates earn and reward products through both qualitative and quantitative data analysis, ensuring that our product offerings meet customer expectations and drive satisfaction.


• Support the development of Skywards Miles as the `currency? of Emirates, expanding Miles utility through the introduction of earn and reward propositions across emirates.com ancillary products, Dubai Experience, Emirates Red and SkyCargo.


• Support the management of Miles validity polices to ensure product simplicity and enabling an enriched propostion for active / engaged members that delivers incremental revenue benefit.

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

• 5+ years’ experience in Customer Service or Relationship Management 


• Degree or Honours (12+3 or equivalent) in a relevant field 


• Experience in marketing, product development or an airline's commercial department.


• Experience in developing and implementing a range of product and/or marketing activities and functions. 


• Operational experience in delivering projects. 


• Experience within and a strong comprehension of loyalty programmes 


• Experience in using complex data sets to derive commercial insights and improve revenue performance in a loyalty or commercial role. 


• Ability to develop business cases, and a good understanding of ROI and other key performance metrics