Title:  Senior Manager Loyalty Program Strategy & Analysis

Senior Manager, Loyalty Program Strategy and Analysis (LSC)

Position Summary:

The Senior Manager of Loyalty Program Strategy and Analysis oversees JetBlue’s loyalty program, TrueBlue, and is responsible for developing and executing JetBlue’s strategy for customer loyalty and airline loyalty partners. The Senior Manager is a thought leader with the goal of optimizing the structure and design of TrueBlue and loyalty marketing activities, as well as a key player in structuring and directing loyalty marketing analytics.

Essential Functions:

• Oversees the policies, procedures and structure of TrueBlue as well as the day-to-day management of the program. Continuously evaluates the structure and offerings of TrueBlue and suggests and implements any necessary changes based on rigorous quantitative and qualitative analysis

• Monitors the 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

• Designs the five-year strategy for the TrueBlue program, in close collaboration with Loyalty Partnerships, to ensure continued competitiveness while expanding the JetBlue loyalty ecosystem and improving program profitability

• Manages the loyalty budget (both cost and revenue forecasts) and the P&L of TrueBlue

• Manages all loyalty aspects of JetBlue’s existing portfolio of airline partners and develops plan to continually improve versatility of partnerships, identifies opportunities to expand to new partners

• 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 and Customer Support to ensure the proper functioning of the program and delivery of member customer service

• Collaborates closely with the Manager of Loyalty Marketing Partnerships to ensure that the loyalty strategy and loyalty partnerships strategy are aligned and mutually supportive

• Structures and designs any needed analyses and work closely with the Marketing Analytics team to guide analysis

• Perform financial modeling on an ad hoc basis as needed to support the loyalty program

• Other duties as assigned

Minimum Experience and Qualifications:

• Bachelor’s Degree

• Six (6) years of airline, loyalty, finance or commercial experience

• Five (5) years of experience managing projects or 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 (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

• Legally eligible to work in the country in which the position is locate

• Authorization to work in the US is required, this position is not eligible for visa sponsorship

Preferred Experience and Qualifications:

• Master’s Degree in business administration or related field

• Five (5) 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

• 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)

Compensation:

• The base pay range for this position is between $111,400.00 and $156,600.00 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.

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