Kenya Airways Loyalty Operations Manager Jobs
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
How to Apply
For more information and job application details, see; Kenya Airways Loyalty Operations Manager Jobs
Find jobs in Kenya. Jobs – Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.
Jobs in Kenya – banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.
Find your dream job from 1000s of vacancies in Kenya posted and updated daily – click here!
Click here to post comments
Join in and write your own page! It’s easy to do. How? Simply click here to return to 3 Best Africa Jobs.
