Senior Manager, Programme Management

Job Description

Duties and responsibilities

Strategy & Program Management

• Develop and manage the end-to-end member privileges framework, including lifestyle, travel, and experiential benefits.

• Identify opportunities to enhance member happiness by leveraging customer insights, data analytics, and market trends.

• Liaising with Commercial, Growth and Merchant Operation Department to build, maintain and enhance partnerships with airlines, hotels, lifestyle brands, financial service providers and other service providers to expand member benefits.

• Measure KPIs and ROI, and report on engagement, satisfaction, and retention metrics.

Member Experience & Engagement

• Ensure member privileges are seamlessly delivered across touchpoints (digital, in-person, partner channels).

• Design and launch initiatives that delight members beyond transactional benefits - e.g., surprise-and-delight rewards, exclusive events, and recognition programs.

• Create customer-centric policies and ensure consistent service delivery

• Act as the voice of the members internally, championing improvements in service quality and overall experience.

• Monitor customer feedback, reviews, and support metrics to identify trends and areas for improvement

• Build and maintain customer support processes, workflows, and best practices

• Track and report on key performance indicators (KPIs) such as CSAT, NPS, retention rates and resolution time & support quality

Innovation & Continuous Improvement

• Introduce new concepts such as gamification, wellness perks, sustainability rewards, and personalized benefits.

• Stay up to date on global best practices in loyalty, customer experience, and engagement.

• Work cross-functionally with Marketing, Product, Partnerships, and Operations teams to deliver integrated member experiences.

Others & Ad-hoc

• Coordinate with other departments and manage external vendors to deliver programs effectively.

• Train frontline teams on how to deliver member privileges with consistency and empathy.

• All other ad hoc work assigned as required from time to time.

Qualifications

• Degree in Business, Marketing, Hospitality, or related field MBA a plus.

• 6+ years of experience in loyalty programs, customer experience, or partnerships management.

• Strong understanding of customer journey design and engagement strategies.

• Experience with customer support tools (e.g., CRM systems, helpdesk platforms)

• Ability to analyze customer data and translate insights into action

• Proven track record in partner negotiations, program design, and ROI measurement.

• Excellent communication and relationship management skills.

• Creative thinker with a passion for delivering happiness and building emotional loyalty.

• Agile and ability to thrive in a demanding, change oriented, fast-paced environment requiring a high degree of deadline driven productivity and manage well through ambiguity and complexity.

• Numbers-savvy, proactive and possessing a positive attitude.

• Must be meticulous and have an eye for detail in all aspects of work.

• Must be a team player and able to work independently.

• Self-motivated with a strong sense of ownership and accountability for tasks and people.

• Innovative and retain fresh thinking with a passion for solving problems and an ability to inspire others

• High level of creativity and experience doing independent research.

• Strong project management skills to execute special projects and strategic initiatives

• Work with speed and manage time effectively and meet tight deadlines.

• Must have good command of English.

• Possess strong computer skills in Excel/Google Sheet and PowerPoint/Google Slides. Experience in Google Looker Studio is a plus.

• Good communication skills at all levels within an organisation and can demonstrate excellent report writing skills.

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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