Manager - Loyalty Programme Operations at Arik Air Nigeria

Arik Air is a customer-focused airline that offers consistently outstanding services to both business and leisure travellers. We have earned a reputation for providing "the best care in the air". Industry experts have awarded us for delivering outstanding services. No airline does it in the unique Arik way.

Arik Air offers opportunities for employment in administrative, professional, technical and airline-specific disciplines, irrespective of the level or area of responsibility, each employee contributes to the growth and success of our airline. We believe that individuals score goals, but ultimately "the team wins the game".

If you feel you have these values, a drive to excel in the performance of your job duties and would like to be part of the Arik team, please submit an application for one of our open positions. We welcome the opportunity to bring enthusiastic new people aboard.

At Arik Air, you will become part of a heritage of great achievement with a future of even greater promises.

Arik is recruiting to fill the position of:

Job Title: Manager - Loyalty Programme Operations

Location: Lagos

Job Summary

• The manager will be responsible for overseeing the day to day functions of the programme's operation as well as the outsourced entity that conducts business for the programme. He will be directly responsible for maintaining the cost base while increasing efficiency of all operating units within the programme.

Working Relationship:

• Senior Manger - Loyalty Programme Operations
• SVP Commercial
• Call Center Manager
• Commercial Department

Job Description

• Over see direct day-to-day operations and service delivery of the operational support unit to ensure total customer satisfaction.
• Development and implementation of systems, KPIs, service level agreements and process quality improvements with manager.
• Manage the operation which includes data entry, enrollment, rewards and information dissemination.
• Ensure that operations respond to all internal and external stake holders and customers to deliver efficienct and world class service delivery standards as per the defined service level agreements.
• Ensure that all membership records, registrations, and product orders processed by
• Manage and support any special projects which include member card production, membership recruitment and renewal programmes staff are fulfilled within required times.
• Monitor the performance and productivity of the internal and external stake holders and provide ongoing feedback and training to ensure quality service.
• Provide statistical reports on recruitment,retention and weekly trend reports.
• Document all procedures performed by the department.
• Ensuring safety and security of staff, property, vehicles and customer information.
• Overall administrative management of the operation such as discipline, recruiting, training, coaching, retention and any other area highlighted by the manager to ensure total customer satisfaction.
• Participates in interdepartmental meetings and projects as well as reporting department activity levels.
• Influence financial results of unit by minimizing costs and increasing efficiency as per set SLAs.
• Professional outlook of staff and office. Implement staff training programmes in conjunction with relevant department heads.
• Ensure open and honest communications as well as team work with staff, including monthly meetings.
• Lead according to our Vision, Mission, and Values.
• Participate in development of annual budget in conjunction with Manager. Provide support to any department as required.

Required skills & qualifications

• 4 to 5 years of experience in similar job role while a University Degree would be of advantage.
• Knowledge of principles, practices and techniques of operations.
• Be creative, detail orientated and self-motivated.
• Must be fully computer system literate, preferably with prior experience of knowledge of the implementation of customer.

Application Closing Date
Not Stated.

Method of Application
Interested and qualified candidates should send their CV's to: [email protected]