Member Services Officer – UAE Nationals

About the role

The Member Services Officer will lead Etihad Guest Member Service Operations, overseeing the Data Processing Unit and Service Performance & Quality teams. This position ensures high‑quality service delivery to members of the Etihad Guest loyalty programme.

Key responsibilities

• Supervise day‑to‑day operations of the Etihad Guest Member Service Team, handling enrolments, claims, queries, complaints and redemption requests.
• Manage the outsourced contact centre supporting the loyalty programme and monitor SLA compliance based on Guest Tier.
• Allocate tasks and resources, ensuring knowledge levels and service quality through regular training and validation.
• Handle escalated cases from executive leadership, Guest Affairs, call centres and airport sales offices, meeting agreed SLA timelines.
• Implement, communicate and continuously improve processes related to customer‑centric issues.
• Coordinate with marketing, internal departments and programme partners for campaigns, new offers and additional workload.
• Prepare and present weekly/monthly reports on volumes, SLAs and quality to management.

Required profile

• Bachelor’s degree.
• Minimum 4 years of relevant experience, including at least 3 years managing a call‑centre team, preferably in the airline industry.
• Strong knowledge of ticketing and reservations systems used by Etihad Airways.
• Proven track record of implementing CRM‑centric programmes for international brands.

Required skills

• CRM‑centric programme implementation.
• Ticketing and reservations systems expertise.
• Amadeus platform proficiency.