Title:  Director Loyalty Program & Experience

Position Summary:

The Director Loyalty Program and Experience within JetBlue’s Loyalty Program and Partnerships team will manage the structure and design of JetBlue’s loyalty program, TrueBlue. This team is responsible for, but not limited to, overseeing the program’s benefits / value prop, experience, analytics and financial success. The Director will be responsible for the Loyalty Program and Analysis and the Loyalty Experience and Operations teams. As a key role within the Loyalty organization, this Director will be looked at as a key thought leader within the TrueBlue team and the broader JetBlue Commercial leadership team.

Essential Functions:

• Oversees the following categories:
  • Loyalty Program and Analysis team responsible for the overall health and competitiveness of the program covering the program P/L and reporting, competitive analysis, program integrity and core structure of the earn and burn elements of the TrueBlue program
  • Loyalty Experience and Operations team responsible for the customer experience elements of the program to drive TrueBlue customer engagement including definition of program benefits (incl. Mosaic), loyalty experience strategy (digital, travel ribbon, events, etc) and customer events / recognition
• Oversees the loyalty budget (both cost and revenue forecasts) and the P&L of TrueBlue
• Develops and executes tactics that increase engagement in the TrueBlue program and reduce attrition of existing members
• Directs the TrueBlue Mosaic program and ensures delivery of the Mosaic experience across the travel ribbon and operation
• Develops loyalty marketing strategy to drive loyalty to JetBlue, enhance the customer experience and grow lifetime customer value and profitability
• Coordinates and ensures loyalty related communications are consistent with the TrueBlue principles and ensures the highest level of customer experience
• Maintains domain expertise of the loyalty space both within and outside of the airline industry and rigorously benchmarks JetBlue’s loyalty program versus competitors
• Evaluates and recommends new ways to engender customer loyalty and leads roll-out of any new initiatives
• Works closely with colleagues in IT, Revenue Accounting, Revenue Management and Customer Support to ensure the proper functioning of the program and delivery of member customer service
• Collaborates closely with the Director of Loyalty Partnerships to ensure that the loyalty program strategy and loyalty partnerships strategy are aligned and mutually supportive
• Ensures the team conducts robust financial modeling, forecasting and analytics to support both existing program success and new business development in coordination of the broader strategic loyalty program vision
• Take a significant role in the development of crewmembers to support the engagement, growth, and goal achievement
• Other duties as assign

Minimum Experience and Qualifications:

• Bachelor’s Degree; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant experience
• Seven (7) years of customer loyalty, marketing, credit card or airline commercial experience
• Four (4) years of experience managing / leading teams
• Strong proficiency in using Microsoft Office, especially Outlook, Excel and PowerPoint
• Strong analytical and problem-solving skills, with experience structuring complex analyses and making strategic recommendations and translating complex concepts into simplified and understandable examples
• Ability to manage multiple competing priorities in a fast-paced environment
• Comprehension of loyalty program space
• Ability to build relationships and work across all levels and influence with impact
• Available for occasional overnight travel (20%)
• Must be in possession of valid travel documents with the ability to travel in and out of the United States
• Must pass a ten (10) year background check and a pre-employment drug test
• Legally eligible to work in the country in which the position is locate

Preferred Experience and Qualifications:

• Master’s Degree in business administration (MBA) or related field
• Ten (10) years of customer loyalty, marketing, credit card or airline commercial experience
• Five (5) years of experience managing / leading teams
• Ability to cultivate a broad understanding of the entire TrueBlue program including marketing, operations, metrics, financials/liability, customer service and training
• Knowledge of and experience using SQL, Tableau and Spotfire
• Knowledge of airline industry trends and travel technology
• Loyalty Marketing Expertise: Knowledge of customer loyalty and engagement strategies, tactics, tools and production

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities

Equipment:

• Computer and other office equipment

Work Environment:

• Normal office environment

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

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