Loyalty Operations Manager (H12) at Kenya Airways

Brief Description        

Oversee day-to-day operations of the Asante Rewards Customer Care Center ensuring that it runs smoothly, efficiently, and effectively in order to provide an excellent customer experience to Asante Rewards members and KenyaAirways’ Customers

Detailed Description        

• Monitoring and managing customer care metrics and tracking key performance indicators such as call efficiency, abandon rate, customer satisfaction scores to ensure that the customer care team meets its targets and delivers excellent service to Asante Rewards members.
• Develop and implement Asante Customer care policies and work procedures ensuring that they are aligned with best practices and Kenya Airways’ objectives.
• Ensure that the Loyalty agents promote ancillary revenue products and services to drive revenue generation and profits.
• Ensure the Loyalty technology infrastructure is running smoothly, and customers can be managed through the IVR, CRM and the member portal.  All systems should work efficiently and effectively.
• Hire, train, coach and supervise the Asante Loyalty Agents, ensuring that they provide excellent customer service and achieve their performance goals and remain engaged.
• Manage the Loyalty Operations budget and resources to maximize ROI.
• Collaborate with cross-functional teams to ensure alignment with broader business goals and objectives.

Job Requirements        

• Bachelor’s degree in marketing, Business, or related field. Experience in working in a call center.
• An understanding of the Airline industry.
• 7 years airline experience, 3 of which should have been in a related supervisory role

Additional Details        

• Management skills
• Negotiation skills
• Strong communication and Interpersonal skills
• Strong analytical skills
• Financial Management skills
• Planning and organizational skills