Manager - Member Operations and Service Delivery Skywards

Emirates Airlines - Other locations; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline company is seeking a Manager - Member Operations and Service Delivery for its Skywards programme. This role requires 10+ years in commercial or customer strategy, focusing on enhancing service delivery across various touchpoints. The Manager will collaborate with teams to implement VIP recognition and leverage technology for personalized service. The position offers a competitive tax-free salary, excellent travel benefits, and opportunities for career growth.

Benefits

Attractive tax-free salary

Generous travel benefits

Excellent leave and healthcare package

Transport benefits

Life insurance

Qualifications

• 10+ years experience in Commercial or Customer Strategy roles.
• Expertise in Loyalty marketing and premium customer experience.
• Experience in airline loyalty programmes is an advantage.

Responsibilities

• Define and enhance Skywards programme delivery guidelines.
• Develop systems for capturing member feedback.
• Partner to deliver a seamless member experience.

Skills

Executive presence

Communication skills

Stakeholder engagement

Problem-solving skills

Education

Degree in Commerce, Business Management, Marketing or related discipline

Job description

Job Purpose

Emirates Skywards seeks to be an inspiring and engaging global loyalty programme for Emirates and flydubai. There are a number of key roles within our Skywards Group that are essential to the success of this programme. From product design, e-commerce and analytics, through to business development, strategic partnerships and member engagement our Skywards team is filled with exciting opportunities!

The Manager - Member Operations and Service Delivery Skywards, leads the seamless delivery of the Skywards programme across Emirates and flydubai customer touchpoints. The role drives operational excellence and member engagement by translating strategy into effective frontline execution, and advances digital training and global ambassador initiatives to elevate service quality and member experience worldwide.

In this role, you will:

• Define and continuously enhance Skywards programme delivery guidelines across Emirates and flydubai touchpoints, including Chauffeur Drive, Contact Centres, Retail Offices, Airport Services, Inflight Delivery, and Customer Affairs; ensuring consistent execution through close collaboration with frontline teams.
• Develop and maintain efficient systems for capturing and escalating Skywards member feedback and servicing requirements from frontline teams to subject matter experts, ensuring swift and effective resolution.
• Partner with Skywards Product Design, Member Engagement, and Partnerships teams to deliver a seamless member experience and implement elevated recognition and benefits for VIP, Platinum, Gold, and Silver members.
• Leverage technology and real-time data to equip frontline colleagues with actionable customer insights that drive deep personalisation and strengthen emotional connections with members.
• Partner with L&T in the definition and delivery of dynamic, digital, and interactive training experiences for frontline colleagues, ensuring its continuous enhancement and relevance. Oversee the ongoing development and global evolution of the Skywards Ambassador programme, fostering engagement among colleagues across all customer-facing touchpoints.
• Oversee the management of Skywards customer operations teams.
• Oversee the evolution of Skywards Roadshows and Government relationships to drive engagement and awareness within the broader UAE public and private sector.

Qualification

• A completed Degree or Honours (12+3 or equivalent) in Commerce, Business Management, Marketing or related discipline.
• 10+ years experience in Commercial or Customer Strategy roles
• Expertise in Loyalty marketing, premium / VIP customer experience, and service delivery.
• Experience in airline and / or hotel loyalty programmes or customer experience role is an advantage.

Knowledge/skills

• Strong executive presence with the ability to influence senior stakeholders.
• Outstanding communication, stakeholder engagement, and executive-level presentation skills.
• Excellent attention to detail and confidence developing and engineering processes.
• Proven experience leading cross-functional projects, strong problem-solving skills and collaborative working.
• Strong emotional intellect with a default perspective of operations through the customer lens.
• Proactive, self-driven, and resilient with a results-oriented mindset.

At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers