Lead Member Experience & Engagement

About the role

Etihad Bank is seeking a dynamic leader to shape the experience and engagement of its members across Etihad Airways, Etihad Guest and partner ecosystems. The role focuses on delivering seamless, personalized journeys that drive satisfaction, loyalty and long‑term relationships.

Key responsibilities

• Design and implement end‑to‑end member experience strategies from onboarding through retention.
• Develop and execute engagement programmes such as events, advisory boards and targeted campaigns.
• Collaborate with marketing to create compelling content for digital channels (social media, email, earned media).
• Collect, analyse and act on member feedback, producing regular reports on satisfaction, engagement and loyalty trends.
• Leverage data analytics to monitor member behaviour, refine tactics and optimise retention.
• Foster a community atmosphere through networking, knowledge‑sharing and relationship‑building initiatives.
• Lead, mentor and manage a dedicated team, setting performance goals and ensuring targets are met.

Required profile

• Bachelor’s degree in Business, Marketing, Communications or a related field.
• Minimum 7 years of experience in customer experience, member engagement or similar roles.
• Proven track record of designing and executing successful engagement strategies.
• Experience managing high‑performing and cross‑functional teams.

Required skills

• CRM Tools
• Engagement Metrics
• Event Planning
• Member Segmentation
• Data Analytics

What we offer

• Opportunity to lead a high‑impact function within a leading regional bank.
• Collaborative, innovative work environment.
• Competitive compensation package.