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Title:  General Manager Loyalty Partnerships

Location: 

Long Island City, NY, US, 11101

Req ID:  25724

Position Title: General Manager Loyalty Partnerships

 

Position Summary:

The General Manager Loyalty Partnerships within JetBlue’s Customer Loyalty and Partnerships team will manage all of the TrueBlue Program’s partnerships teams. This team is responsible for not only extending and enhancing the TrueBlue experience across our strategic partners, but generating incremental revenue opportunities to support the financial growth goals of the program. This GM will be responsible for the Co-Branded Credit Cards, Airline Loyalty Partners and other Non-Air Partnership teams. As a key role with in the Customer Loyalty organization, this General Manager 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:

o Co-Brand team responsible for developing and executing the acquisition, retention, spend and loyalty marketing plans for co-branded credit cards to drive increased loyalty to JetBlue and grow ancillary revenue

o Airline Loyalty Partnerships team responsible for creating an integrated loyalty / customer experience across our global airline partners, covering everything from points earn and burn to reciprocal benefits and recognition

o Non-Air Partnerships team responsible for overseeing TrueBlue’s transfer partnerships, hotel and car rental partnerships and many other strategic loyalty partners

· Identifies new strategic financial and non-financial partners that fit with the JetBlue brand and are aligned with commercial strategy. Negotiates terms of and executes partnership contracts, and then oversees technical integration with JetBlue’s systems. Develops partner marketing strategies and manages the partner marketing calendar to drive member awareness and utilization of partners

· Is a thought leader in suggesting and evaluating new ways to engender customer loyalty and leads roll-out of any new initiatives

· Develops the customer experience / communication strategy for all loyalty partnerships in coordination with Personalization, Marketing and Brand teams to deliver best-in-class marketing campaigns and communications across multiple marketing channels (e.g., email, website, direct mail, out-of-home, inflight, airports, telemarketing, PR and internal JetBlue communications) to drive loyalty program and partnerships engagement

· Maintains domain expertise of the loyalty and co-brand space both within and outside of the airline industry and rigorously benchmarks JetBlue’s loyalty program versus competitors

· Continuously evaluates the structure and features of partner agreements and implements any necessary changes based on rigorous quantitative and qualitative analysis

· Collaborates closely with the GM of Loyalty Program 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 partnership success and new business development in coordination of the broader strategic loyalty program vision

· Other duties as assigned

 

Minimum Experience and Qualifications:

· Bachelor’s Degree

· Six (6) years of customer loyalty, marketing, credit card or airline commercial experience

· Three (3) 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 or related field

· Four (4) years of loyalty marketing experience

· 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

· Well-groomed and 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)


Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City

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