Job Description

Title: Manager of Loyalty
Direct Hire Opportunity
No Sponsorship
Hybrid
Summary
The Manager of Loyalty will lead the strategic and operational management of a newly launched frequent flyer program. This role is responsible for driving member enrollment, engagement, and program profitability. The ideal candidate blends strategic thinking with hands-on execution and brings an entrepreneurial, customer-centric mindset. This individual will collaborate closely with Marketing, Revenue, Finance, Technology, and Operations to shape a differentiated loyalty program and elevate the customer journey.
Qualifications

• Bachelor's degree in Marketing, Business, Aviation Management, or related field.
• 5+ years of experience in loyalty marketing, airline commercial management, customer engagement, or rewards programs.
• Demonstrated success managing loyalty or rewards programs in travel, hospitality, or financial services.
• Strong commercial and analytical mindset with experience supporting revenue or P&L-driven initiatives.
• Demonstrated analytical and financial acumen with the ability to interpret member data, identify behavioral trends and loyalty drivers, forecast program profitability/breakage, and uncover revenue opportunities.
• Experience collaborating with analytics to evaluate campaign performance, refine targeting, develop dashboards, reports, and executive presentations that communicate program insights.
• Proficiency with CRM systems, loyalty platforms, and data analytics tools.

Preferred Skills

• Experience with Tableau, SQL, BigQuery, or similar analytics tools.

Responsibilities:
Program Strategy & Growth

• Develop and execute the loyalty program roadmap to drive enrollment, repeat usage, and incremental revenue.
• Identify opportunities to enhance program value, structure, and benefits to increase acquisition and retention.
• Monitor competitive loyalty trends to maintain a differentiated program.

Program Operations & Member Experience

• Oversee daily loyalty operations, including accrual/redemption processes, promotions, and escalations.
• Ensure a seamless member journey across digital and physical touchpoints.
• Partner with Marketing, Revenue, IT, and Operations to launch and measure lifecycle campaigns and program initiatives.
• Personalize offers and communications using customer insights and segmentation.

Analytics, Forecasting & Reporting

• Analyze member data to identify behavioral trends, loyalty drivers, and revenue opportunities.
• Collaborate with analytics teams and external partners to evaluate campaign performance and refine targeting.
• Work with Finance to forecast program profitability, breakage, and long-term value.
• Prepare dashboards, reporting, and executive presentations summarizing program performance and insights.

Skills Required