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Title:  General Manager Loyalty Program and Experience


Long Island City, NY, US, 11101

Req ID:  25702

Position Title: General Manager Loyalty Program and Experience


Position Summary:

The General Manager Loyalty Program and Experience within JetBlue’s Customer Loyalty 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 General Manager will be responsible for the Loyalty Program and Analysis and the Loyalty Experience teams. As a key role within 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 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’s points

o Loyalty Experience 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

· 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 GM 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

· 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



· Computer and other office equipment


Work Environment:

· Traditional 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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