Looking for a challenge in one of the world’s largest airfreight logistics organisations?
At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.
We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for customers and colleagues alike.
About the role
We are seeking a Loyalty Analyst to help the delivery of ambitious growth plans for the Forward Rewards loyalty scheme and manage the ongoing business as usual work for the programme. You will have the opportunity to lead some of the projects to improve the loyalty scheme, making it fit for future and enabling IAG Cargo to be the first choice among customers. The role is varied and touches on several aspects of the loyalty scheme including the back-end and IT setup, promotions, processes, supplier management (including setting up and monitoring SLAs), rewards.
The role within the Business Management team will also lead parts of the SME strategy and look at how we incentivise and gain loyalty among all customer segments. Finally, another element of the role will be to lead the Global Incentive Agreements for our Global Key Accounts Tier 2 customers, as well as supporting the team with their data requirements.
You will be comfortable with analysing internal and external market intelligence and customer insights to recommend and improve our ability to identify opportunities, acquire new and serve existing customers.
What you’ll do
* Collaborate with Loyalty Business Manager in delivering the new Forward Rewards loyalty scheme and the SME strategy, managing aspects of it.
* Identify issues, propose process improvements and lead changes to the programme.
* Work with multiple senior stakeholders in IT, Sales, Marketing and external suppliers.
* Creation of targeted marketing campaigns for the re-launch of Forward Rewards and any subsequent promotions to drive customer growth globally.
* Implement and drive the use of Salesforce and Tableau to improve Loyalty engagement.
* Proactively track and monitor targets and report them to commercial teams. These include new signups, customer engagement and customer service SLAs.
* Carry monthly analysis checks for points assignments and be a point of contact in the business for internal and external queries.
* Responsible for the approval of weekly enrolments and Forward Rewards points accruals.
* Management of third-party suppliers, including management of invoices and supplier reviews.
* Develop and deliver monthly business reviews in relation to Loyalty activity to Chief Sales and Marketing officer.
* Produce effective professional presentations to present key trends and findings for a range of audiences.
* Analysis of customer spend, market share and loyalty points to drive growth and loyalty with customers. Main tools to be used are Tableau Web Edit, Excel and Salesforce.
* Create bespoke Forward Rewards promotions and obtain sign off from Loyalty Business Manager.
* Work with Data and Analytics team to scope, develop and deliver Loyalty reporting for the wider business. But also, personally deliver Tableau dashboards and reports.
* Project management and lead of commercial change projects relating to Loyalty that arise from initiatives developed.
Global Key Accounts
* Run weekly reports for the Global Key Accounts team.
* Support GKA team with data requirements.
* Support the Global Incentive Agreement creation and reporting.
* Implementation of GIA Tier 2 Incentive Agreements.
Other
* Maintain sales reference data updated.
* Work closely with commercial managers representing SMEs customers to understand the blockers to SME growth, identify stagnant customers and support driving commercial initiatives.
* Identify and liaise with external SME customers and industry bodies to gather insight and promote IAG Cargo.
It's all about you
What you’ll bring to IAG Cargo:
* Strong numeracy and analytical skills to identify trends, opportunities and risks, whilst maintaining a strong customer focus understanding how to identify and address needs.
* Analytical skills; including data manipulation, identifying simple and complex trends, and delivering clear visual representations of data.
* Enjoy solving problems that deliver commercial value and you are able to deliver analytical projects in a fast-paced environment.
* Experience of managing multiple stakeholders, using effective influencing and networking skills and confidence to manage complex relationships.
* Excellent communicator; both verbal and written.
* Ability to design and implement strategy to articulate priorities, direction and focus using effective Project Management skills.
* Action orientated, drives pace, challenges appropriately to maintain momentum within tight timescales.
* Ability to work under pressure to tight deadlines and deliver multiple accounts applying excellent decision-making skills and business judgement.
Skills and Experience:
* Evidence of use of data to drive commercial decision-making.
* Knowledge of collecting, collating, interpreting data and presenting it on MS Power point.
* Experience in using datamining and/or statistical analysis tools (e.g. Excel / Tableau) is not essential but highly regarded.
* Knowledge of IAGC products.
* Evidence of identification of areas of improvement and provision of creative solutions to benefit the customer.
* Ability to communicate and influence effectively across functions, cultures and hierarchies.
* Commercial and competitive awareness.
* Effective working with external and internal partners and third-party suppliers.
To apply, candidates must:
* Ideally educated to degree level or equivalent/equivalent experience.
* Must have the right to live and work full-time in the UK indefinitely.
* Must be able to pass a Criminal Record Check.
We’ll treat you right
Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.
As well as a competitive salary and bonus, we offer a range of benefits to support our colleagues, which include:
* A hybrid environment with 3 days a week in the office and two from home.
* From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
* Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
* All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses.
* For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders.
* Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work.
Equity, Diversity and Inclusion
Our recruitment procedures positively support our equity, diversity, and inclusion agenda.
All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.
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