Title:  Manager Loyalty Strategy

Position Summary

The Manager, Loyalty Strategy is responsible for helping determine the long-term strategic direction and positioning of the TrueBlue program and co-branded credit card portfolio. This role will be responsible for identifying ways in which the TrueBlue program can continue to grow and thrive, leveraging JetBlue’s unique market position and customers. This candidate will work closely with both internal Loyalty teams and key strategic JetBlue teams across the commercial organization to ensure that the Loyalty strategy supports the overall goals of JetBlue. Through this candidate’s work, TrueBlue will look to further differentiate itself from competitor loyalty programs and become an even more attractive and industry leading program.

Essential Responsibilities

• Determine the long-term strategic direction for JetBlue’s TrueBlue loyalty program and co-branded credit cards, including but not limited to customer loyalty benefits, co-brand strategy, and partnership portfolio
• Analyze JetBlue customer types and engagement behaviors to identify highest-value segments and how to best target those customers
• Stay informed about changes in the airline and travel loyalty space and identify how industry trends may affect program engagement and success
• Coordinate across all teams in the Loyalty, Commercial and IT departments to ensure Loyalty initiatives build up and support the overall company strategy
• Maintain a robust short and long-term roadmap of Loyalty program initiatives and ensure projects are tracking towards on-time and successful completion
• Understand holistic JetBlue strategy and champion how Loyalty program strategy supports and augments broader JetForward strategy
• Evaluate and recommend new ways to create customer loyalty
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement  
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree in Business, Economics, Strategy, Finance, Statistics, Marketing, or a related field; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Five (5) years of airline, strategy, loyalty, finance or commercial experience
• Strong proficiency in using SQL, Microsoft Office, especially Outlook, Excel and PowerPoint
• Strong analytical and problem-solving skills
• 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 (10%)
• Must be in possession of valid travel documents with the ability to travel in and out of the United States
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Expert in data analytics and visualization software (Tableau, etc.) 
• Ability to cultivate a broad understanding of the entire TrueBlue program including marketing, operations, metrics, financials/liability, customer service and training
• Knowledge of airline industry trends and travel technology

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
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position

Equipment:

• 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)

Compensation: 

• The base pay range for this position is between $81,000.00 and $136,200.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more