Senior Manager Loyalty & CRM at Kenya Airways

Brief Description        

Drive Kenya Airways’ Customer Retention Strategy and manage the Company’s acquisition of Customers through an effective Loyalty program and team. Create Brand stickiness, increase Customer lifetime value and reduce Churn rate of KQ customers.

Detailed Description        

Principal Accountabilities (KEY Performance areas): 

Area Accountability (Responsibility)

• Loyalty Customer Conversion & Retention Develop and execute Customer retention and Conversion strategy to increase customer base. 
• Develop a compelling strategy to increase CLV and “brand stickiness” to the KQ brand and products. 
• Revenue generation Design and manage ancillary revenue products and services to drive revenue generation and profits. 
• Partners management Develop the partnership framework and manage the relationship with Partners within and outside of Skyteam as well as non-airline partnerships. 
• Marketing and Advertising Formulate Market strategies to drive internal and external consumer awareness, consideration and conversions to the KQ Loyalty program 
• Budget Control 
• Prepare and manage Loyalty programs 
• Revenue and Cost budgets and liaise with Finance on billings and the Financial management of the Program. 
• People management Recruit, develop, Coach, mentor and retain staff. 
• Reporting Prepare business development and product plans as well as periodic reports on business performance.

Job Requirements 

Knowledge and Experience Qualification (Minimum) 

• Business Degree or related field 

Additional Qualifications (Technical) 

• Marketing certification Customer Loyalty certification is an advantage. 
• An understanding of the Airline industry is an advantage.

Years of Experience (Minimum)

• 7 years in a related managerial role