Marketing Brand Loyalty Engagement & Operations Executive
Miral Asset Management
Total years of experience :14 years, 10 Months
Support the development of the Annual Pass & Loyalty Strategy for the theme park/attraction(s) and deliver on Annual Pass budgeted attendance numbers, sales revenue and yield targets.
Develop the Annual Pass Communication Strategy that will encourage repeat visitation and increase incremental in-park spend. Initiatives to include enhancing the Annual Pass Guest journey, from online to in-park, development of exclusive events and in-park discounts that will reward and elevate loyalty toward Yas Theme Parks/attraction(s) brands
Work closely with the Revenue Management and Business Insights team to ensure accurate understanding of Annual Pass numbers and revenue per product type. Insights to focus on forecasting annual pass expirations as well as utilize the numbers to analyze future revenue opportunities.
Work closely with Creative and Content Team to plan, develop and execute the correct content and visuals across internal and external company social media platforms
Develop the ability to monitor Annual Pass Member satisfaction, working with Guest Services, theme park/attraction(s) Operation teams, IT and Business Insights teams
Manage the relationships of existing sponsors and partners. Drive activity outside of the current agreements that will increase brand awareness and/or drive attendance volume for the business, in-line with Miral expectations.
Manage the day to day relationships with Yas Island tenants to drive brand engagement through the Annual Pass programme - getting the best offers, discounts and benefits to our Passholder base.
Oversee the design, development and launch of a robust customer loyalty program to recognize and reward our most engaged customers
Manage the relationships of existing sponsors and partners. Drive activity outside of the current agreements that will increase brand awareness and/or drive attendance volume for the business.
Offer rewards, discounts, and other special incentives as a way to attract and retain customers.
Provide support to Marketing Director and Head of Brand Marketing in planning, executing and evaluating marketing campaigns for Yas Island Theme Parks (Ferrari World, Yas Waterworld, Warner Bros World & CLYMB Abu Dhabi)
Support the Head of Brand Operations to manage the relationships with all internal Farah Experiences departments, MOPA, Qasr Experiences and all relevant Stakeholders to ensure all requested marketing operational support deliverables are executed on-time, in line with the theme park/attraction(s) brand and marketing strategy.
Managing any external shoots at the park from DCT Abu Dhabi or external partners, ensuring all internal policies and procedures are followed.
Support the Shared Service PR team with Media Visits, Content Development, Award submission, Administration and PR activities for off-island attractions such as Qasr Al Watan.
Provide operational support to Operations, Retail, F&B, Guest Experience, Shared Service team(s) with any adaptations to the guest experience which require guest communications.
Manage marketing Return on Investment reporting and other reports such as colleagues' incentive program
Supervising on/off-site activations and ensure to achieve all requirements towards success such as Comic Con, live radio broadcast roadshows and others.
Managing in-park marketing collaterals to deliver on a positive guest journey. Includes making sure directional signage are clear, promotional material meets campaign objectives, park maps are up to date and overall park look and feel meets the standards and expectations of the management team.
Ensuring the website content, apps meets IP and brand requirements that all information are correct, relevant and delivers on an exceptional online experience.
Working closely with Revenue and Finance Team to setup the right products for B2C/B2B consumers and sending out detailed new products brief to Operations team and Yas Concierge
Raising of purchase requisitions, ensuring POs are been delivered, receiving supplier invoices and tracking monthly expenses to make sure actual expenditure meets expected expense forecast.
Provide support on Marketing P&L expenditure in line with Finance Team records.
Provide support on Marketing P&L expenditure in line with Finance Team records.
Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel etc., to produce correspondence and documents and to maintain presentations, records, spreadsheets and databases.
In collaboration with the Line Manager to create team duty roster to ensure adequate cover at all positions at all times.
Responsible for department’s daily colleague’s time attendance using Kronos.
Generate company revenue by following up on leads by means of registering reservations, send proposals/ quotations to the clients and following up on opportunities using CRM.
Organize and facilitate corporate events such as Team Building Activities, Forum, Meetings & Trainings and conducting Site Tour/FAM Trips
Delegating all tasks from the shift duties list and assisting the Receptionists where necessary.
Monitoring the team’s performance.
Helping with training and development.
Supervise, motivate and develop individuals within the team to enable them to meet current and future team and client needs.
In collaboration with the Manager to create team duty roster to ensure adequate cover at all positions at all times.
Facilitator and responsible for the smooth running of Team Building Activities
Responsible for department’s purchase orders, requisitions using Oracle E-Business.
Responsible for department’s training and development nomination using LMS (Learning Management System)
Creating and updating maintenance service request using Maximo.
Responsible for department’s daily colleague’s time attendance using Kronos.
Direct reporting to General Manager.
Handles all incoming and outgoing calls for Yas Waterworld and Ferrari World Abu Dhabi with efficiency and professionalism; following up customer calls where necessary.
Make calls to customers or potential customers to provide education, support, and sales information related to products or services.
Generate company revenue by following up on leads by means of registering reservations, send proposals/ quotations to the clients and following up on opportunities using CRM.
Maintain high quality standard (Mystery Shopper) by way of following the Contact Center call handling guidelines; hence recommending improved procedures.
Determines eligibility for contracting by comparing client information and company profile to the standard contracting requirements set by the department.
Supporting the Sales Team that includes managing schedules, creating sales documents and proposals.
Organize special events such as Birthdays, Team Building Activities and conduct FAM Trips in the Parks.
Ordering and maintaining stationery and equipment using Oracle E-Business
Using OMNI a management system to process and create ticket reservations for special events, groups and site tours.
Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel etc., to produce correspondence and documents and maintain presentations, records, spreadsheets and databases.
Using Vovici / Esurveycreator a content management systems to maintain and update daily, monthly and yearly overall scores of each department.
Using Sitecore a content management systems to maintain and update daily web enquiries, comments and suggestions for the company.
Using Maximo a content management systems to maintain and update maintenance service requests.
Coordinate and maintain records using Safety Log through recommendation of other department and most important from NPC (National Pest Control)
Creating and conducting Guest Satisfaction Survey as well as Nationality Tracking using Vovici / Kwiksurveys system.
Sorting and distributing incoming courier and organizing and sending outgoing courier.
Booking rooms and conference facilities.
Ensure that the facility is clean, hygienic and presented to the highest possible standard.
License holder to operate a Buggy car
Using of 2 way radio to communicate to Team Leaders
Operating ride on machines, stand on machines, single disc machines etc..
Handle all incoming reservation calls with efficiency and professionalism; be able to make reservations, cancellations
Answer questions on rates, hotel facilities, services and special promotions.
Check the correct application of rates by the Reservation Co-ordinators
Keeps a close coordination with the Revenue and Sales & Marketing Department
Responsible for correct management of reservation document through quality checks
Ensured maintaining service standards in accordance with established policies and procedures
Checks GroupWise Email Server for error messages and updates on regular basis
In charge of monthly IT reports preparation and forwards it to Regional ISM and GM
Handles all administrative tasks related to IT in time all the time
Strict compliance on the Hardware and Software’ standards, policies as stipulated from the Head Office
MICROS POS System
Change bed linen and make beds
Replace used towels
Sweep and mop floors
Vacuum carpets
Dust furniture
Replenish bath care products (e.g. soap and shampoo)
Restock beverages and food items in the mini-bar
Clean public areas, like corridors
Report any technical issues and maintenance needs
Address guests’ queries (e.g. on additional services)
Help guests retrieve lost items
Ensure all assigned rooms are clean and tidy by the end of the shift
Follow hotel security guidelines