Head of Loyalty

About the role

The Head of Loyalty will steer the complete transformation of Oman Air’s frequent‑flyer programme and own the airline’s CRM strategy and operations. Reporting to senior leadership, this role is responsible for driving member acquisition, engagement and retention to maximise revenue and reinforce brand loyalty.

Key responsibilities

• Lead the end‑to‑end redesign of the loyalty programme, including proposition development, benefit structure, tiering, rewards and operational processes.
• Benchmark against leading global programmes to ensure competitiveness and differentiation.
• Oversee re‑launch planning and execution, covering branding, member communications and migration strategies.
• Develop and implement a comprehensive CRM strategy to support loyalty, retention and revenue objectives.
• Build a robust customer data strategy for segmentation, targeting and personalised marketing campaigns.
• Utilise predictive analytics to drive next‑best‑action recommendations and increase customer lifetime value.
• Manage multi‑channel CRM campaigns (email, SMS, app push, web personalisation) throughout the customer lifecycle.
• Ensure the loyalty programme’s website and mobile app provide accurate information, full transactional capabilities and frictionless self‑service.
• Collaborate with digital and IT teams to continuously improve UX/UI, speed and personalisation.
• Design and implement personalised benefits and services that enhance loyalty and brand advocacy.

Required profile

Required skills

What we offer

• Opportunity to lead a high‑impact transformation within a leading airline.
• Dynamic, customer‑oriented team environment.
• Continuous staff development through training programmes.